Magalie Cruz-Valenzuela
Lexington,KY
Summary
Bilingual professional with extensive experience in retail management, customer experience, and sales. Served as Assistant Manager and Customer Experience Manager, driving service improvements and team performance. Most recently, excelled as Account Manager, fostering business growth through lead prospecting and client management. Expertise in relationship building and team leadership in fast-paced environments.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Account Manager
State Farm
Lexington, KY
12.2024 - Current
- Managed client relationships to ensure satisfaction.
- Strengthened client relationships to successfully renew existing accounts.
- Conducted regular reviews of accounts to assess performance and identify opportunities.
- Analyzed client needs to provide tailored insurance solutions.
- Managed multiple accounts simultaneously while meeting deadlines.
- Provided training and support to clients on policy options and claims processes.
- Followed up on leads generated from marketing campaigns or other sources in order to increase sales opportunities for the company.
- Conducted cold calls to engage potential clients and generate interest.
- Utilized CRM software to manage leads and track contact history.
- Demonstrated excellent verbal and written communication skills while interacting with customers over the phone and email.
- Provided detailed information to customers about service features, benefits, and pricing plans.
- Developed scripts to effectively communicate product benefits to prospects.
Customer Experience Manager
Michaels Arts and Crafts
Lexington, KY
11.2022 - 12.2024
- Led customer experience initiatives to enhance overall satisfaction and engagement.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Analyzed customer feedback to identify trends and improve service quality.
- Monitored customer service performance metrics and created reports for senior management review.
- Developed training programs for staff on customer service best practices.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Monitored store environment to ensure a welcoming atmosphere for customers.
Assistant Manager
Jimmy Johns Subs
Lexington, KY
02.2018 - 11.2022
- Supervised daily operations to ensure efficient service and food quality.
- Managed customer service inquiries and complaints in a timely manner.
- Trained new employees on company policies and food preparation standards.
- Monitored inventory levels to ensure adequate stock availability. and placed orders for necessary supplies.
- Resolved conflicts between team members in an effective manner.
Education
Some College (No Degree) - Nursing
Kentucky State
Frankfort, KYSkills
- Client relationship management
- Bilingual
- Insurance solutions analysis
- CRM software utilization
- Customer experience management
- Conflict resolution
- Time management
- Sales solutions
- Effective communication
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Health Insurance License
- Life Insurance License
- Home Insurance License
- Auto Insurance License
Timeline
Account Manager
State Farm
12.2024 - Current
Customer Experience Manager
Michaels Arts and Crafts
11.2022 - 12.2024
Assistant Manager
Jimmy Johns Subs
02.2018 - 11.2022
Some College (No Degree) - Nursing
Kentucky State