Lucy Ramirez
Pasadena,TX
Summary
Dynamic Customer Service Representative with proven expertise at FLS Connect, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in problem resolution and CRM software, adept at upselling services while maintaining professionalism under pressure. Committed to fostering strong customer relationships and driving sales growth through effective communication and active listening.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
FLS Connect
07.2018 - 11.2025
- Assisted customers with inquiries and provided information on products and services.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Maintained accurate records of customer interactions in CRM software.
- Adapted to changing customer needs and handled high volumes of calls effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Life Insurance Advisor
Colonial Penn Life Insurance Company
01.2010 - 04.2018
- Advised clients on life insurance policies, aligning coverage with individual financial goals.
- Educated clients about policy benefits, terms, and claim processes to enhance understanding.
- Conducted regular follow-ups to ensure client satisfaction and policy adherence.
- Maintained up-to-date knowledge of industry trends, ensuring accurate information and advice to clients.
- Implemented CRM systems to effectively track client communication history, leading to improved follow-up practices and enhanced client experiences.
- Consistently met or exceeded sales targets by utilizing effective prospecting techniques and relationship-building skills.
- Analyzed clients'' financial needs to recommend suitable life insurance products and coverage amounts.
- Developed strong relationships with clients for long-term retention and referral opportunities.
- Maintained high standards of customer service by building relationships with clients.
- Increased sales of life insurance products through tactical customer outreach.
Auto Insurance Representative
La Familia Insurance LLC
01.2003 - 05.2010
- Developed tailored insurance solutions for clients, ensuring comprehensive coverage and risk management.
- Provided expert guidance on policy options, enhancing client understanding and satisfaction.
- Streamlined claims processing procedures, improving efficiency and reducing turnaround times.
- Mentored junior representatives, fostering professional growth and knowledge sharing within the team.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Performed policy renewal and record retention.
- Promoted and sold Number insurance policies to individuals over Number-year period.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Mentored new employees on industry regulations and best practices, contributing to their professional growth and success.
- Developed strong relationships with clients through proactive communication and follow-ups, fostering trust and long-term business partnerships.
Education
High School Diploma -
Wheatley High School
Houston, TX05.2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Appointment scheduling
- Data collection
- Customer relationship management (CRM)
- Technical support
- Sales expertise
- Service upselling
- Sales closing
- CRM software proficiency
Certification
Life Insurance License
Auto insurance license
Timeline
Customer Service Representative
FLS Connect
07.2018 - 11.2025
Life Insurance Advisor
Colonial Penn Life Insurance Company
01.2010 - 04.2018
Auto Insurance Representative
La Familia Insurance LLC
01.2003 - 05.2010
High School Diploma -
Wheatley High School