Maria Velasquez
Chandler,AZ
Summary
Accomplished Outbound Customer Care Supervisor at National General Insurance Services, an Allstate Co., with a proven track record in enhancing customer satisfaction and team productivity. Leveraged skills in customer relations and research to reduce employee turnover and increase first-call resolution rates. Excelled in training and mentoring, significantly boosting team morale and performance.
Achieved exceptional results that supported business goals through high — level performance, demonstrating unwavering professionalism and a strong work ethic. Skilled communicator with excellent verbal, written, and interpersonal abilities, and able to provide leadership through coaching, training, and mentoring. Adept at analyzing situations and prioritizing tasks to meet deadlines, achieve goals, and perform well under pressure in a dynamic problem — solving environment.
Overview
15
15
years of professional experience
Work History
Outbound Customer Care Supervisor
National General Lender Services, Allstate Co.
Mesa, Arizona
08.2015 - Current
- Evaluated interactions between associates and customers to assess personnel performance.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Monitored compliance risks while adhering to safety protocols.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Streamlined call center operations for increased efficiency and productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with contracts, records of client interactions, client notes, and other information.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Implemented daily operating procedures.
- Developed comprehensive training materials to expedite new hire onboarding process.
- As a NGLS/Allstate Supervisor in Outbound Customer Care Department from July 22, 2019, to present, Remote Work From Home. I have successfully managed onshore, nearshore, and offshore teams, played crucial role in assisting and training new leads, supervisors, managers, and directors. In addition prepare and provided ISO training to leadership and associates on a weekly to monthly basis for ISO Mock Interviews/Audits. Provided side by side virtual training and mentoring. Submitted payroll and benefits for team members, conducted interviews for new positions, as well as team meetings, staff meetings, skip level meetings, MBR (monthly business review) meetings, and follow up recaps. Generated EOM/YTD reports as well as weekly performance team metrics. Provide continuous coaching for continuous development. In addition continuous research for ISO Audits. Delivered yearly compensation to team members. Have effectively delegated work, provided coaching for Quality Assurance, Quality Control, and Maintain Knowledge of Quality Management Systems and Processes. Analytics in Research for Quality and SLA Reporting. Takeover escalated calls and make outbound calls as necessary. Reported Production and Non-Production, assisted IT with User Acceptance Testing (UAT) for various applications, databases, and platforms. Track Schedule Adherence, APH, and Attendance. Additionally, Research, review, write new, and/or re-write interims and approve Policy and Procedures for various specific clients and collaborated with IT for systems enhancement, submissions of tickets for research and system analysis. Part of the supervisor committee.
- Demonstrated advanced knowledge of various systems including: Citrix, SharePoint, VPN/WFH, MS Teams (communication through various one on one or team chats), ICBM, NICE, Configuration of I3, Aspect (Scheduling System), PNPT (Production and Non-Production Tracking platform), Workday and Tress (Payroll Systems Management), Outlook, Internet Explorer, Edge, Google, Lync, MS Windows 7, 10, 11, Audit Apps various versions, PNPT (ACCDE Database), CFPB (Complaints Database), AS400, MSPs, CCS, TeraTerm (System Of Records), MS Excel, Power Point, Word, 10 key Lotus, Proactive, Quandis, Track Guard, TrackSource, I2X (Document Management System), Power Database. Work with Multiple Screens and Systems plus Laptop support and Webcams for Software and Hardware Applications. Type 60-80 WPM above average typing speed that can handle tasks that require a lot of typing.
- As the NGLS Outbound Customer Care Team Lead from September 5, 2016, to July 22, 2019, my responsibilities encompassed leading a team of associates in providing exceptional customer service and overseeing the initial setup of desktops. Demonstrated advanced expertise in various system of records and generated reports including SLA, call detail, production summary, user availability, and AHT. Additionally, configured I3, faxes, and Track Source for auto and mortgage in outbound customer care, and assisted in the transferring and assignment of escrow and non-escrow tracking. I played a crucial role in training new supervisors and developing existing team members and produced weekly performance statistics and EOM reports for the team.
- Assisted management with training new hires both in class and on-the-job, focusing on positive coaching and teamwork objectives for continued development. Communicated with IT and Management regarding open tickets, ensuring coverage as needed or required for Supervisors. Monitored proactive outbound work per lender volume and assisted with multiple chats, providing coaching and positive feedback while maintaining an up-to-date board for a positive view and stats. Demonstrated a motivated mindset and ability to work independently, taking initiative to perform daily tasks efficiently in a fast-paced environment while maintaining calm. Exceeded all aspects of business standards, including adherence, quality assurance, quality control, and frequent reviews of policies and procedures for updated information. Displayed flexibility as business needs required overtime, either voluntarily or mandatory.
- Adecco Contract May, 2012, for QBE First Co., then migrated to National General Lender Services as Customer Care Rep FTE August, 2015. Gained advanced knowledge of data entry processes and procedures for Insurance Tracking and verifying on Inbound and Outbound Customer Care in Auto Department. Cross-trained to assist other departments such as Loss Drafts, Outbound and Inbound Customer Care for Mortgage Insurance Tracking. Exceeded availability, production standards, quality, schedule adherence, attendance, and resolved information gaps by contacting borrowers, insurance carriers, and agents. Handled complaints and submitted to CFPB Complaints database, while researching incoming documents, carrier websites, performing data entry and due diligence, while consistently maintaining accuracy. Demonstrated flexibility as business needs required over time, either voluntarily or mandatory.
- At Bank of America 08/10/2009-03/29/2011, successfully completed all client-related training and side-by-side coaching. Responded to homeowner inquiries via inbound communications from non — delinquent and delinquent accounts, processed payments, escrow analysis, adjustments, credits, deferrals, and payoffs. Updated insurance information with insurance agents and carriers, analyzed accounts, recommended appropriate solutions, documented information clearly, and provided world — class customer service while maintaining productivity, quality, and efficiency. Utilized appropriate systems to own overall customer service center performance.
Outbound Customer Care Team Lead
National General Lender Services
Mesa, Arizona
09.2016 - 07.2019
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Customer Care Representative
Adecco Staffing Agency for QBE First Co.
Mesa, Arizona
05.2012 - 08.2015
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
Customer Care Representative III
Bank of America
Phoenix, Arizona
08.2009 - 03.2011
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Diploma - Basic Academics
SCVU High School
Eloy, AZ05.1991
Skills
Customer Relations
- Policy Implementation
- Performance Improvement
- Staff Oversight
- Training programs
- Proficient in [Software]
- Training and mentoring
- Team Management
- Delegation and Supervision
- Schedule Management
- Cross-Functional Collaboration
- Report Preparation
- Inter-department collaboration
- Escalation management
- Research and due diligence
- Staff Mentoring
- Teamwork and Collaboration
- Multitasking and Prioritizing
- Excellent Communication
- Critical Thinking
- Organizational Skills
- and Achievement
- Leadership Development
- Performance monitoring
- Policy Enforcement
- Continuous Improvement
- Professionalism
- Employee Training
- Staff Coaching and Training
- Goal Setting and Achievement
- Customer Service Management
- Time Management
- Problem-Solving
Languages
English and Spanish
Full Professional
Timeline
Outbound Customer Care Team Lead
National General Lender Services
09.2016 - 07.2019
Outbound Customer Care Supervisor
National General Lender Services, Allstate Co.
08.2015 - Current
Customer Care Representative
Adecco Staffing Agency for QBE First Co.
05.2012 - 08.2015
Customer Care Representative III
Bank of America
08.2009 - 03.2011
Diploma - Basic Academics
SCVU High School
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