Marizol Granados
El Paso,TX
Summary
Customer service professional delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Quality Assurance Lead
The Mendoza Law Firm
06.2023 - 12.2024
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Identified process gaps and implemented corrective actions, resulting in higher efficiency and reduced error rates.
- Coached and motivated 12-person QA team to develop competencies. And about 50 customer service representatives to achieve better customer experiences.
Senior Customer Service Representative
Verizon Wireless
07.2009 - 11.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients over phone to answer questions and address complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
Insurance Agent
National Insurance Center
03.2006 - 08.2008
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Sold auto, home, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
Education
No Degree - Business Administration And Management
Strayer University
Washington, DCHigh School Diploma -
New Futures High School
Albuquerque, NM05.2000
Skills
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Customer Account Management
- Customer Data Confidentiality
- Data Entry and Maintenance
- Calm and Professional Under Pressure
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Assurance Lead
The Mendoza Law Firm
06.2023 - 12.2024
Senior Customer Service Representative
Verizon Wireless
07.2009 - 11.2022
Insurance Agent
National Insurance Center
03.2006 - 08.2008
No Degree - Business Administration And Management
Strayer University
High School Diploma -
New Futures High School
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