LILIANA GONZALEZ
Overview
7
7
years of professional experience
Work History
Lead Service Representative
MGA Insurance
Dallas, TX
08.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Ensured timely resolution of issues, prioritizing tasks for optimal workflow management.
- Streamlined internal processes, contributing to improved overall team productivity.
- Provided exceptional support for customers with complex or escalated concerns, resulting in increased loyalty and retention rates.
Licensed Insurance Agent
MGA Insurance
01.2020 - Current
- Handle incoming calls exceeding monthly goals for call volume, handle time, with quality customer service
- Adapt to new and ever changing technology as we build our processes and workflows
- Retain customers with calls, emails and solutions to provide customer satisfaction
- Upload policy documents, processed endorsements following company guidelines and use multiple systems for billing transactions.
Retail Store Manager
PQH Wireless
01.2019 - 01.2020
- Shaped team productivity by observing performance and providing motivation
- Supervised inventory, deposits, and ordered trendy items to avoid overstock
- Attended corporate trainings to improve and pass along to my team.
Sales Representative
PQH Wireless
01.2017 - 01.2019
- Strong relationships and communication skills to identify customer needs to find the best suitable products resulting in customers retention and referrals
- Developed marketing social media, and attend events leading to increase in sales
- Performance increased each month leading to exceeding goals
- Developed a new envision on a sales package that increased sales more than 50%.
Education
Tarleton State University
05.2020
Dallas College
05.2020
Seagoville High School
05.2015
Skills
- Analytical
- Leadership
- Collaboration
- Bilingual (Spanish)
Timeline
Lead Service Representative
MGA Insurance
08.2022 - Current
Licensed Insurance Agent
MGA Insurance
01.2020 - Current
Retail Store Manager
PQH Wireless
01.2019 - 01.2020
Sales Representative
PQH Wireless
01.2017 - 01.2019
Tarleton State University
Dallas College
Seagoville High School