Lisette Nino
Mission,TX
Summary
Seasoned Call Center Team Lead familiar with handling inbound calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with 10 years of related experience.
Overview
11
11
years of professional experience
Work History
Call Center Team Leader
Fair Trade Outsourcing
2023.01 - Current
- Oversaw team of 10-15 customer service representatives, providing guidance, support and motivation to ensure team objectives were met.
- Implemented training programs for new hires and ongoing team members, resulting in 95% improvement in overall performance metrics.
- Developed and maintained standard operating procedures (SOP's) to streamline workflow processes and improve efficiency within the team.
- Conducted regular performance evaluation (QA) and provided constructive feedback (Coaching's) to team enhance their skills and performance.
- Acted as liaison between frontline staff and upper management, effectively communicating team achievements, challenges,and recommendations for improvement.
- Monitored call quality and adherence to company policies and procedures, ensuring compliance with regulatory requirements. Proactively identified areas for process improvement initiatives to enhance customer satisfaction and reduce call resolution times.
- Fostered a positive team culture by promoting collaboration, celebrating achievements, and addressing any conflicts or issues in a timely matter.
Sales Representative
Trevino Insurance
2021.02 - 2021.06
- Sold commercial, auto, home, surety bonds,workers compensation,E&O policies.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Assessed customer needs and upsold products and services to maximize resolution.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Second in Command
Fred Loya Insurance
2018.03 - 2021.02
- Ensured compliance with industry regulations as well as internal policies through consistent monitoring and enforcement actions.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Interviewed prospective clients to gather information on financial needs and discuss any existing coverage.
- Upsold products to policyholders and potential new clients.
- Provided leadership and training for new agents regarding industry best practices and company policies.
Customer Service Representative
Allstate Insurance
2017.06 - 2018.01
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled customer inquiries and suggestions courteously and professionally.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Processed customer service orders promptly to increase customer satisfaction.
- Managed high-volume of inbound and outbound customer calls, emails, faxes and in person asisstance.
Customer Service Representative
Fred Loya Insurance
2012.09 - 2017.06
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
Education
No Degree - Interdisciplinary Studies
UTPA
Edinburg, TXNo Degree - Patient Care Technician
South Texas College
Mcallen, TXHigh School Diploma -
La Joya High School
La Joya, TX06.2006
Skills
- Clear Communication
- Call Management
- Attendance Tracking
- Team Management
- Client Service
- Knowledge database understanding
- Professional Communication
- Fluent in English and Spanish.
- Quality controls
- Call Center Customer Service
- Friendly, Positive Attitude
- Multitasking Abilities
- Microsoft Office
- Microsoft Word
- Conflict Resolution
- Active Listening
- Good Telephone Etiquette
Languages
Spanish
Native or Bilingual
Timeline
Call Center Team Leader
Fair Trade Outsourcing
2023.01 - Current
Sales Representative
Trevino Insurance
2021.02 - 2021.06
Second in Command
Fred Loya Insurance
2018.03 - 2021.02
Customer Service Representative
Allstate Insurance
2017.06 - 2018.01
Customer Service Representative
Fred Loya Insurance
2012.09 - 2017.06
No Degree - Interdisciplinary Studies
UTPA
No Degree - Patient Care Technician
South Texas College
High School Diploma -
La Joya High School
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