Summary
Overview
Work History
Education
Skills
Timeline
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Leslie Guillen zavala

Roy

Summary

Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.

Overview

4
4
years of professional experience

Work History

Customer Care Specialist

Amazon Pharmacy
11.2023 - 01.2025
  • Managed a high volume of incoming calls and emails, averaging 70-80 interactions per day
  • Verified accuracy of customer account information and updated when necessary.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided customers with detailed information on company products, services and materials.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
  • Used exceptional communication to connect with customers, assess needs, and present solutions.

Automotive enthusiast

Hagerty-Michigan
10.2021 - 08.2023
  • Developed and maintained a portfolio of 50-60 clients, providing them with personalized insurance solutions
  • Analyzed client needs and recommended appropriate coverage options to ensure comprehensive protection
  • Prospected and generated leads through various channels such as referrals, networking events, and cold calling
  • Collaborated with underwriters to negotiate favorable terms for clients' insurance policies while ensuring compliance with company guidelines
  • Educated clients on the features, benefits, and exclusions of different insurance policies to help them make informed decisions
  • Managed policy renewals by proactively contacting clients ahead of expiration dates and offering updated coverage options

Bank Teller/Customer Service Representative

America First Credit Union
05.2021 - 09.2021
  • Processed customer transactions accurately and efficiently, including deposits, withdrawals, and loan payments
  • Identified fraudulent activities and reported suspicious transactions to the appropriate authorities
  • Promoted bank products and services to customers based on their financial needs and goals
  • Assisted in opening new accounts for customers while ensuring compliance with regulatory requirements

Customer Service Representative

Harland Clarke
02.2021 - 05.2021
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
  • Upsold additional products or services to customers based on their needs and preferences
  • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
  • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure

Education

Associate Degree In Science - General Studies

Weber State University
Ogden, UT

High school -

Ben Lomond High School
Ogden, UT
05.2021

Skills

  • Payment processing
  • Quality assurance
  • Customer service excellence
  • Inbound customer service
  • Customer relations
  • Call center experience
  • Customer service
  • Appointment scheduling
  • Billing coordination
  • Data entry
  • Customer relationship management
  • Relationship building
  • Database research
  • Custom order management

Timeline

Customer Care Specialist

Amazon Pharmacy
11.2023 - 01.2025

Automotive enthusiast

Hagerty-Michigan
10.2021 - 08.2023

Bank Teller/Customer Service Representative

America First Credit Union
05.2021 - 09.2021

Customer Service Representative

Harland Clarke
02.2021 - 05.2021

Associate Degree In Science - General Studies

Weber State University

High school -

Ben Lomond High School

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Leslie Guillen zavala