Excel
Lesley Gonzalez
Costumer Service Representative
North Bergen,NJ
Summary
Demonstrated success in enhancing customer satisfaction and increasing cross-selling opportunities at Jordan Washington State Farm Agency through effective complaint resolution and in-depth policy knowledge. A collaborative, problem-solving professional skilled in high-pressure environments, consistently exceeding expectations. As an Insurance Customer Service Representative, managed customer interactions via phone and in-person, handling orders, account cancellations, and issue resolution. Known for excellent communication, task prioritization, and dedication, assessed service charges, collected payments, provided status updates, trained customers on new policies, and responded promptly to inquiries.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Insurance Customer Service Representative
Jordan Washington State Farm Agency
Yonkers, New York
02.2023 - 08.2024
- Managed an average of 30 calls per day while maintaining professionalism, empathy, and attention to detail in each interaction.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assessed customer needs and recommended suitable insurance policies.
- Completed customer applications and updated records to reflect current information.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
Student Resident Assistant
Alfred University
Alfred, New York
08.2023 - 12.2023
- Maintained a safe living space for all residents by enforcing university policies and reporting any violations in a timely manner.
- Educated fellow students about mental health issues or stress management techniques with an emphasis on self-care practices during high-stress periods like exam season.
- Encouraged community atmosphere by implementing educational and social programs.
- Responded to emergency situations calmly and appropriately, following established protocols and accurately documenting necessary details.
- Collaborated with other Resident Assistants weekly to design 2 events per month that fostered student development and provided opportunities for self-expression.
Cashier
Kathy Karma
New York, New York
05.2019 - 08.2019
- Effectively managed cash register while simultaneously overseeing food preparation to ensure seamless operations and avoid service delays.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Addressed customer needs and made product recommendations to increase sales.
Education
No Degree - Education
Alfred University
Alfred, NY 08.2018 - 05.2025
High School Diploma -
Urban Assembly School Of Business For Young Women
New York, NY 06.2018 - 06.2018
Skills
Client Education
Organization
Policy understanding
Complaint Handling
Insurance Coverage Verification
Teamwork and Collaboration
Documentation processing
Problem-solving abilities
Skilled in ECRM
Software
ECRM
Languages
Spanish
Native or Bilingual
Timeline
Student Resident Assistant
Alfred University
08.2023 - 12.2023
Insurance Customer Service Representative
Jordan Washington State Farm Agency
02.2023 - 08.2024
Cashier
Kathy Karma
05.2019 - 08.2019
No Degree - Education
Alfred University
08.2018 - 05.2025
High School Diploma -
Urban Assembly School Of Business For Young Women
06.2018 - 06.2018
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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