Maria Fernanda Diaz Diaz
Round Rock,TX
Summary
Dynamic Client Services Supervisor with a proven track record at The Risk and Insurance Education Alliance, excelling in staff training and problem-solving. Enhanced customer retention through innovative support strategies and improved employee engagement. Skilled in administration and reporting, fostering a culture of productivity and satisfaction in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Cliente Services Supervisor
The Risk and Insurance Education Alliance
Austin, TX
08.2024 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Managed department call volume of calls and cases per day and coordinated department schedules to maximize coverage during peak hours.
- Championed initiatives aimed at increasing employee engagement levels across the business unit.
- Actively participated in strategic planning sessions designed to propel the company forward while maintaining an unwavering focus on customer satisfaction.
- Managed escalated client issues, collaborating with various departments to achieve successful resolution.
Client Services Specialist
The National Alliance For Insurance Education & Research
3630 N Hills Dr Austin Texas 78731
08.2023 - 08.2024
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Maintained and managed customer files and databases.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Investigated and resolved accounting, service and delivery concerns.
Lender Services Assistant Manager
RateGenius Loan Services
Austin, TX
11.2021 - 08.2023
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house resources.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Bilingual Quality Control Representative
RateGenius Loan Services
08.2020 - 11.2021
- Provide regular updates to team quality metrics by communicating consistency problems or production deficiencies.
- Collaborating with quality team members and department managers to implement procedural remedies.
- Collaborated with management to provide training for incoming new hires.
- Provide individual coaching for current employees, and solutions to increase productivity and quality.
- Educated employees on specific standards and confirmed maintenance of standards.
Customer Service Representative
RateGenius Loan Services
10.2019 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls while making every attempt to provide a solution to all customer needs.
- Assisted with any necessary tasks implemented for the day.
- Communicated with external insurance agencies to assist different departments within the company.
Server
Sirloin Stockade
02.2017 - 10.2019
- Cultivated warm relationships with regular customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Maintained composure in fast pace environment while providing same quality experience to all customers.
Education
High School Diploma -
Round Rock High School
Round Rock, TX05.2018
Skills
- Consistent Procedure and Protocol Use
- Quality Issue Identification
- Verbal and Written Communication
- Staff Training
- Problem Solving
- Independent Decision Making
- Production Monitoring and Assessment
- Administration and Reporting
Languages
Spanish
Native or Bilingual
Timeline
Cliente Services Supervisor
The Risk and Insurance Education Alliance
08.2024 - Current
Client Services Specialist
The National Alliance For Insurance Education & Research
08.2023 - 08.2024
Lender Services Assistant Manager
RateGenius Loan Services
11.2021 - 08.2023
Bilingual Quality Control Representative
RateGenius Loan Services
08.2020 - 11.2021
Customer Service Representative
RateGenius Loan Services
10.2019 - 08.2020
Server
Sirloin Stockade
02.2017 - 10.2019
High School Diploma -
Round Rock High School