Maryann Lagazo
Henrico,VA
Summary
Dynamic customer service professional with experience at IQOR, adept at resolving issues through active listening and critical thinking. Enhanced customer satisfaction by collaborating with teams and providing insightful feedback. Proficient in data entry and customer relations, consistently improving service processes and contributing to operational efficiency.
Knowledgeable and dedicated customer service professional with experience in call center and office industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
IQOR
07.2001 - 09.2025
- Assisted customers with inquiries and resolved issues through effective communication
- Learned company systems to navigate customer accounts and provide accurate information
- Supported team by documenting customer interactions in database for future reference
- Adapted quickly to new products and services, ensuring up-to-date knowledge for customer support
- Collaborated with colleagues to enhance service delivery and improve overall customer satisfaction
- Handled routine tasks efficiently, contributing to smooth daily operations of the customer service department
- Engaged in ongoing training to develop skills in conflict resolution and problem-solving
- Provided feedback on common customer concerns to help improve service processes
- Team Lead for other supervisors that was not available.
- Took a team attendance, floor walk helping agents on the phones or offline duty with customer credit applications.
- Re-direct faxes left unattended to another agent for task to be completed
Customer Service Representative
Allstate Insurance Co
03.1996 - 05.1999
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Posted payments to accounts and maintained records.
- Maintained confidentiality of patient finances, records, and health statuses.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Assessed customer needs and recommended suitable insurance policies.
- Completed customer applications and updated records to reflect current information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
Education
High School Diploma -
Moon Valley High School
Phoenix, AZ05-1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
Timeline
Customer Service Representative
IQOR
07.2001 - 09.2025
Customer Service Representative
Allstate Insurance Co
03.1996 - 05.1999
High School Diploma -
Moon Valley High School