Lenore Perez
Lakeland
Summary
Customer-focused Retail Associate with expertise in building rapport and enhancing satisfaction. Skilled in addressing inquiries and resolving complaints, contributing to positive business outcomes. Experienced in delivering tailored product recommendations to meet customer needs and drive sales.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Store Associate
Bealls
Lakeland
04.2025 - Current
- Provided friendly, professional support to customers for sales and service needs, fostering positive shopping experiences.
- Assisted customers with product selection and inquiries.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Facilitated merchandise returns and exchanges, ensuring smooth refund processes and customer satisfaction.
- Stocked, replenished, and organized inventory to keep store merchandise fresh.
- Enhanced store presentation and optimized merchandise displays to attract customer interest.
- Participated in inventory counts and management tasks consistently.
- Operated scanning equipment for price checks and stock replenishment.
Customer Service Representative - CRC
Liberty Mutual
11.2015 - 10.2021
- Provides exceptional customer service by responding promptly to all inbound customer calls regarding Personal Insurance policies
- Established positive relationships with customers during interactions
- Listens to customers' requests and inquiries
- Retained policyholders who considered cancellation through open listening, negotiation, and comprehensive policy reviews.
- Demonstrates advanced understanding of all lines of Personal Insurance products with the ability to interpret and communicate complex contracts to customers
- Ability to identify, understand and interpret customer needs to implement resolutions and make recommendations for coverage enhancements or additional lines
- Exercising initiative and independent judgment while researching and solving complex customer complaints and issues
- Processes policyholder transactions accurately and within Customer Response Center established time standards
- Identifies and communicates transactions and impact to policy premium
- Evaluates and makes decisions regarding exceptions to payment plan and fees
- Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements
- Place policy in follow-up and ensures adherence to arrangements specified
- Utilized time management skills to meet department service levels, contributing to enhanced customer satisfaction.
- Proficiently utilizes online reference materials to provide confident, accurate, and efficient
- Develops and maintains product, procedural and technical systems knowledge
- Completed licensing and continuing education requirements
- Uses expertise to actively participate in and lead LMS initiatives
- Identified and implemented process improvements through root cause problem solving.
- Led coaching sessions and provided technical knowledge to service representatives
- Participates in training of service representatives through job shadowing, work review, and coaching and feedback
- Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet
- Enthusiastically supports and pilots new initiatives within the department
- Acts as a leader within the department for supporting change and office or department programs and contests
- Performs additional duties as assigned.
Customer Service Specialist
Liberty Mutual Insurance
08.1998 - 11.2015
- Provide exceptional customer service by responding to all inbound customer calls and written correspondences
- Assisted walk-in customers with inquiries and service requests
- Actively listen to customers’ requests and inquiries
- Take ownership of every call received process to completion
- Identified and communicated policy transactions, clarifying impact on customer billing
- Evaluate and make decisions regarding exceptions to payment plan and fees
- Negotiated alternative payment arrangements, ensuring alignment with customers' financial situations
- Efficient in utilizing the computer system and resolving customer request in a timely fashion
- Adapted to diverse work environments while fulfilling multiple roles
- Developed quotes and submitted applications, aligning with customer requirements and risk information
- Quoted, documented, and finalized all Property & Casualty insurance lines for clients
Education
High School Diploma -
Carmel High School
Carmel, Ny06-1981
Skills
- Product Knowledge
- Customer Engagement
- Product Sales
- Store Operations
- Service Upselling
- Complaint Handling
- Payment Processing
- Data Entry
- Sales Reporting
- Customer Support
- Complaint resolution
- Problem Resolution
- Escalation management
- Call center experience
- Lead Generation
- Building rapport
- Active Listening
- Follow-up skills
- Documentation
- Computer Proficiency
- Microsoft Outlook
- Regulatory Compliance
- Market Trends
- Conflict Resolution
- Retail Management Software
- Conflict Resolution
- Market Trends
Accomplishments
I have finished a course in AIC ( Associates In Customer Service).
I have my P and C license ( personal and Casualty insurance) for servicing and selling Auto, Home, mono line insurance. To keep my license I complete a Continuing Education course every 2yrs.
Certification
- Fl Residence
- All other states
Training
AIC PCU Service Training
References
Furnished Upon Request
Awards
- Shining Star
- Service Rep of the Month
- Branch Service Excellence Bravo Award Computer
Timeline
Store Associate
Bealls
04.2025 - Current
Customer Service Representative - CRC
Liberty Mutual
11.2015 - 10.2021
Customer Service Specialist
Liberty Mutual Insurance
08.1998 - 11.2015
High School Diploma -
Carmel High School