Lorena Suarez
Washington,DC
Summary
Resourceful Service Support Manager with a track record of high productivity and efficient task completion. Specializes in customer service management, process optimization, and team leadership. Support at communication, problem-solving, and adaptability to ensure seamless operations and elevate customer satisfaction.
Overview
13
13
years of professional experience
Work History
Service Support Manager
WMR Immigration Law Group, LLC
Rockville, MD
02.2023 - Current
- Manage and supervise the operations and functions of SSC related to Support Services, such as Customer Service, Research and Correspondence, and Mail Room. Ensured timely handling of all documents, inquiries, while complying with policies, procedures, and meeting SSC Service Level Agreements.
- Ensure adequate staff availability through skillful HR management.
- Ensure timely and courteous resolution of customer inquiries and claims.
- Enhance customer service through implementation of improvements.
Insurance Agent
57 Insurance Agency INC
Falls Church, VA
03.2022 - 02.2023
- Implement innovative methods of convincing prospective clients to purchase insurance plans from our agency.
- Provide comprehensive education on insurance coverage options and advised clients based on their specific requirements.
- Provide expert recommendations for necessary additional coverage.
- Institute client payment methods, suggested risk management strategies to clients, and dispensed policy proceeds once claims were approved.
HHRR Assistant
Sinergia Consulting Group
Maracaibo, Zulia
05.2011 - 06.2018
- Optimized processes for employee orientation, development, and training logistics while ensuring accurate recordkeeping.
- Developed tracking systems to monitor performance and enhance productivity.
- Enhanced communication channels between company and employees.
- Established effective file management systems.
Education
Broadcasting Certificate - Journalism
Zulia University
Zulia - Venezuela07-2011
Associate of Arts - Public Relations, Advertising, And Applied Communication
Antonio Jose De Sucre College
Zulia - Venezuela07-1999
Associate of Arts - Journalism
Cecilio Acosta Catholic University
Zulia - Venezuela07-1996
Skills
- Staff Development
- Records Management
- Customer Service
- Problem-Solving
- Work Planning and Prioritization
- Teamwork and Collaboration
- Continuous Improvement
- Employee Development
- Correspondence Management
- Support Services
- Staff Management
- Conflict Management
- Document Management
- Contract Management
- Documentation skills
- [Language] Fluency
Languages
Spanish
Native/ Bilingual
English
Full Professional
Italian
Professional
Affiliations
- Broadcaster
- Professional Singer
- Writer
References
References available upon request.
Timeline
Service Support Manager
WMR Immigration Law Group, LLC
02.2023 - Current
Insurance Agent
57 Insurance Agency INC
03.2022 - 02.2023
HHRR Assistant
Sinergia Consulting Group
05.2011 - 06.2018
Broadcasting Certificate - Journalism
Zulia University
Associate of Arts - Public Relations, Advertising, And Applied Communication
Antonio Jose De Sucre College
Associate of Arts - Journalism
Cecilio Acosta Catholic University
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