Lorena Santillan
Victorville,CA
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Excelled in enhancing team productivity and operational workflows. Fostering relationships and driving successful project outcomes, with a keen focus on seeking new challenges.
Overview
19
19
years of professional experience
Work History
Youth Ministry Coordinator
Holy Innocents Catholic Church
10.2023 - Current
- Engaged youth by following, implementing and creating social activity plans.
- Recruited, trained and supervised volunteers to assist with program activities.
- Maintained an online presence for the youth ministry program through social media outlets.
- Collaborated with church staff members to develop strategies that promote Christian values among young people.
- Researched and applied best practices for developing effective youth ministry programs based on current trends in the field.
- Developed and implemented biweekly youth ministry program for middle and high school students.
- Organized fundraisers with collaboration of youth, families and community support.
PMG Senior Insurance Specialist
AAA
07.2017 - 12.2023
- Excellent communication and writing skills by actively listening and building rapport with clients and colleagues alike.
- Mentored new hires in their daily tasks, procedures, and policies.
- Reviewed insurance policies with members to ensure compliance with state regulations and company standards.
- Assisted clients in filing claims and guided them through the claim process for a smooth resolution.
- Averaged over 50 calls per day.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated accurate premiums and processed payments.
Customer Service Advocate
Verizon Wireless
08.2005 - 01.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers of products and services to promote company loyalty.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Advanced Theological Studies -
Ministry Formation Institute
San Bernardino, CA06.2024
High School Diploma -
Barstow High School
Barstow06.2002
Skills
- Familiarity with call center technologies including CRM systems and telephony software
- Experienced in independent and collaborative work
- Ability to multitask and manage time effectively
- Strong trouble shooting skills and problem solving abilities
- Efficient written and oral communication skills
- Bilingual in English and Spanish
- Conflict resolution and de-escalation skills
- Advanced proficiency in Microsoft Office for reports, projects, and presentations
- Typing speed of 65 wpm for accurate data entry and documentation
Volunteer
Catechist, 8/2017 to 5/2023
Holy Innocents Catholic Church- Victorville, CA
Created educational material for First Communion and Confirmation sacramental preparation of 20+ students per classroom.
Educated about church teachings, traditions and values.
Certified in General Catechesis.
Accomplishments
AAA 2018-2020 President's Elite Nominee for being a top 3% insurance agent nationwide.
Timeline
Youth Ministry Coordinator
Holy Innocents Catholic Church
10.2023 - Current
PMG Senior Insurance Specialist
AAA
07.2017 - 12.2023
Customer Service Advocate
Verizon Wireless
08.2005 - 01.2017
Advanced Theological Studies -
Ministry Formation Institute
High School Diploma -
Barstow High School
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