Maria Villanueva
Los Indios,TX
Summary
Dedicated customer service representative with a strong focus on critical thinking and team development. Proficient in CRM software, leveraging problem-solving skills to enhance customer experience while fostering a collaborative environment. Always willing to learn and grow within the company, until I reach my goal position of supervisor.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Progressive Corporation
Remote
03.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving skills.
- Assisted customers with policy information, processing updates, and coverage options.
- Utilized CRM software to track interactions and ensure timely follow-up on issues.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
Interpreter Volunteer
Free Clinic
Harlingen, TX
04.2017 - Current
- Facilitated communication between healthcare providers and patients through accurate interpretation of medical terminology.
- Supported diverse patient populations by providing interpretation services in various languages, ensuring clarity and understanding.
- Assisted healthcare staff in documenting patient interactions, enhancing the quality of care provided at the clinic.
- Collaborated with multidisciplinary teams to promote effective communication strategies within clinical settings.
Medicare Consultant
Humana
McAllen, TX
11.2021 - 03.2024
- Assisted clients in identifying operational challenges and developing effective solutions.
- Conducted research to support project proposals and strategic planning initiatives.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Prepared detailed reports summarizing findings and recommendations for client presentations.
Sales Associate
Conns Home Plus
Harlingen, TX
08.2019 - 01.2021
- Delivered exceptional customer service, enhancing overall shopping experience and fostering customer loyalty.
- Assisted customers in product selection, utilizing product knowledge to drive sales.
- Processed transactions accurately and efficiently using POS systems, ensuring seamless checkout experiences.
- Maintained store presentation standards through organized merchandise displays and clean environments.
Fraud Prevention Representative
Bank of America
Harlingen, TX
01.2017 - 02.2019
- Led fraud detection initiatives, improving identification of suspicious transactions across multiple channels.
- Analyzed customer accounts to identify patterns indicative of fraudulent activity and mitigate risks.
- Collaborated with cross-functional teams to develop training materials focused on fraud prevention best practices.
- Mentored junior team members on effective fraud analysis techniques and system utilization.
Education
High School Diploma -
Hope High School
Hope, AR03-2016
Skills
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Microsoft outlook
- Call management
- Team development
- Documentation
- Administrative support
- Data collection
- De-escalation techniques
- Quality control
- Sales expertise
- Order fulfillment
- Research
- Account management
- POS systems expert
- CRM software proficiency
- Active listening
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Achieved reaching my sales quota through effectively helping with customer satisfaction and sales.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
Progressive Corporation
03.2025 - Current
Medicare Consultant
Humana
11.2021 - 03.2024
Sales Associate
Conns Home Plus
08.2019 - 01.2021
Interpreter Volunteer
Free Clinic
04.2017 - Current
Fraud Prevention Representative
Bank of America
01.2017 - 02.2019
High School Diploma -
Hope High School