Luz Espinoza
TIJUANA,BAJA CALIFORNIA
Summary
Dedicated Associate with extensive experience collaborating with other teammates, promptly identifying needs and recommending process to reach our quality policy. Strong communicator focused on delivering outstanding performance on /or before deadlines.
Overview
19
19
years of professional experience
Work History
LS-INSURANCE SERV-SR ASSOC
INTEGON
08.2021 - Current
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Verify through internal systems different key points to maintain most current policy information on the lender/loans to avoid not necessary LPI and make sure we reach our quality objectives such as premiums Paid On-Time and 90 Day Flat Cancels/Reduce Lender Placed False Placements
- Trained and mentored junior staff as insurance service representative strategies and techniques.
Escalation Agent
CCSI
12.2020 - 08.2021
- Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
- Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
- Established rapport with disgruntled customers through active listening, demonstrating empathy, and offering tailored solutions.
- Reduced customer complaints by efficiently managing and resolving escalated issues.
- Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.
- Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Stayed up-to-date on company policies and procedures, allowing for informed decision-making during escalations.
- Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted management in identifying key areas for process improvements, leading to increased efficiency and improved overall team performance.
- Provided feedback on agent performance, contributing to ongoing professional development and improved service delivery.
Business Owner
Myself
01.2012 - 09.2020
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Oversaw business budget planning and administration, accounting functions, purchasing, and weekly payroll to handle financial needs.
- Trained and motivated employees to perform daily business functions.
This was a small food family business with few employees
Floor Manager
IHOP
09.2005 - 08.2011
- Managed store inventory and stock levels to maintain availability of products.
- Managed team of 6-20 employees to maintain smooth-running operations of shop floor.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Boosted employee morale by recognizing outstanding performances, resulting in higher productivity levels.
- Managed daily store operations for smooth functioning and achieving sales targets.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
EDUCACION MEDIA
SECUNDARIA GENERAL # 3
ORIZABA, VERACRUZ07.1997
PROFESIONAL TECNICO EN INFORMATICA
CONALEP 252
ORIZABA, VERACUZ07.2001
Skills
- Time Management
- Attention to Detail
- Computer Skills
- Leadership Qualities
- Decision-Making
- Work Planning and Prioritization
- New Hire Training
- Proficiency on our internal systems such as: Quandis, CCS, MSP, EXPRO, TRACKSOURCE, POWER
- Performance Improvement
- Microsoft applications proficiency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
LS-INSURANCE SERV-SR ASSOC
INTEGON
08.2021 - Current
Escalation Agent
CCSI
12.2020 - 08.2021
Business Owner
Myself
01.2012 - 09.2020
Floor Manager
IHOP
09.2005 - 08.2011
EDUCACION MEDIA
SECUNDARIA GENERAL # 3
PROFESIONAL TECNICO EN INFORMATICA
CONALEP 252