LESLEY TORRES
El Monte,CA
Summary
Hardworking, dedicated individual that offers strong communication and time management skills. Actively pursuing options where good customer service and positive attitude will make a difference. Always ready to learn and contribute to team success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Insurance Service Specialist
Auto Club of Southern California, AAA
Montebello, California
02.2024 - Current
- Trained new team members on operational procedures and best practices.
- Conducted regular follow-ups with customers to ensure satisfaction with services provided.
- Participated in team meetings to discuss strategies for improving customer satisfaction ratings.
- Conducted detailed reviews of existing policies to ensure accuracy of information on file.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Attended training and educational seminars to enhance knowledge and credentials.
- Managed high-volume inbound and outbound calls to address customer inquiries.
- Conducted policy reviews and renewals, ensuring customer satisfaction and retention.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Collaborated with team members to streamline workflow and improve service delivery.
Service Advisor
Envision Toyota of West Covina
West Covina, CA
05.2023 - 12.2023
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Participated in ongoing training activities related to automotive technology advancements.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Researched coverages under warranties and determined requirements for coverage.
- Examined records and papers to verify warranty and service contract coverage.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
Assistant Service Manager
Longo Toyota
El Monte, CA
05.2021 - 12.2022
- Created written estimates and obtained customer consent to proceed
- Adhered to customer service standards to foster satisfaction and retention
- Assisted clients by implementing necessary services for their vehicles and discussing the timeline of their scheduled maintenances
- Developed consistent customer retention and assisted them personally with their vehicle service needs
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Zone Manager/Call Center Representative
American Honda Motor Corporation
Chino, CA
09.2018 - 04.2020
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Accurately documented calls and caller information in CRRS software and made updates to data as needed
- Shared detailed information regarding NHTSA recalls, vehicle service contracts, importation of Honda vehicles, as well as extended warranty options to help customers make decisions
- Evaluated customer account information to assess current issues and determine potential solutions
- Trained new employees on Inbound/Outbound calls and Import/Export processes to promote efficiency and productivity team-wide
- Corresponded with Zone Case Management department team members to build and implement successful solutions to customer problems
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Customer Service Representative
Pacific Automotive Company
South El Monte, CA
05.2018 - 09.2018
- Took incoming phone calls and assisted customers with product inquiries
- Received and sorted daily invoices/paperwork as well as responded to incoming emails
- Monitored incoming products and checked off transfer numbers when completed
- Performed other receptionist duties such as filing, faxing, using SAP program.
Retail Sales Associate
T-Mobile
El Monte, CA
02.2017 - 05.2018
- Engaged positively with each customer, providing professional and polite support for sales and service needs
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise
- Monitored sales floor to identify customers in need of assistance and displays to maintain presentable condition, as well as monitored merchandise in need of replenishment
- Managed cash register operations using POS system, including processing sales and returns
- Weekly coaching and monthly training strongly pushed to maintain knowledge of upcoming products/promotions, as well as important polices and procedures.
Cashier
Superior Grocer's
City of Industry, CA
11.2015 - 03.2017
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Assisted with purchases, locating items and signing up for rewards programs
- Trained new team members in cash register operation, stock procedures and customer service
- Learned roles of other departments to provide coverage and keep store operational
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Cashier/Crew Member
Cyber Yogurt
El Monte, CA
04.2015 - 11.2015
- Engaged positively with each customer, providing professional and polite support for sales and service needs
- Assisted with purchases, locating items and signing up for rewards programs
- Operated cash register, collected payments and provided accurate change
- Assisted customers with account updates, new service additions and promotional offers
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Cashier
Savers
Arcadia, CA
08.2014 - 11.2014
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Processed all sales transactions accurately and promptly to prevent long customer wait times
- Trained new team members in cash register operation, stock procedures and customer service
- Assisted Team Lead's with completing end-of-day counts and securing funds to prevent loss or theft.
Education
El Monte High School
El Monte, CA01.2014
Skills
- Coverage analysis
- Team collaboration
- Multitasking under pressure
- Effective communication
- Inbound and outbound calls
- Insurance background
- Microsoft Office proficiency
- Typing speed: 70 WPM
- 10-key data entry
- POS system operation
References
- Regina Rivera (562) 536-9201, Automobile Club of Southern California AAA
- Eddie Becerra (626) 347-6906, Automobile Club of Southern California AAA
- Marissa Carranza (626) 241-6835 Automobile Club of Southern California AAA
- Judy Rodarte, (626) 434-6731, American Honda Motor Co
- Emely Rojas, (909) 489-6077, Longo Toyota
Certification
- Personal Lines: Insurance license #4389832 June 23, 2025
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Insurance Service Specialist
Auto Club of Southern California, AAA
02.2024 - Current
Service Advisor
Envision Toyota of West Covina
05.2023 - 12.2023
Assistant Service Manager
Longo Toyota
05.2021 - 12.2022
Zone Manager/Call Center Representative
American Honda Motor Corporation
09.2018 - 04.2020
Customer Service Representative
Pacific Automotive Company
05.2018 - 09.2018
Retail Sales Associate
T-Mobile
02.2017 - 05.2018
Cashier
Superior Grocer's
11.2015 - 03.2017
Cashier/Crew Member
Cyber Yogurt
04.2015 - 11.2015
Cashier
Savers
08.2014 - 11.2014
El Monte High School
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