Mayra A. Salazar
Humble,Texas
Summary
Achieved high levels of customer satisfaction by consistently surpassing productivity benchmarks. Delivered exceptional service through a commitment to professionalism and patience in dynamic environments. Enhanced team performance by modeling effective communication strategies.
Overview
12
12
years of professional experience
Work History
Escalation Specialist
Asurion Call Center
10.2014 - Current
- Role: Maintain a high-volume workload within a fast paced environment. Met performance benchmarks in all areas, speed, accuracy and volume. Managed escalated customers, trained new agents to educate the role of the call flow.
- Resolved complex customer issues through effective troubleshooting and escalation processes.
- Collaborated with cross-functional teams to enhance customer support and streamline resolution procedures.
- Conducted root cause analysis to identify recurring issues and implement preventive measures.
- Mentored junior staff on best practices for handling escalated cases and improving service delivery.
- Analyzed performance metrics to drive continuous improvement in escalation response times and outcomes.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Evaluated insurance claims to determine validity and assess coverage under policy guidelines.
- Communicated effectively with policyholders, providing updates and explanations regarding claims processes.
- Analyzed trends in claim submissions to identify potential fraud or areas for policy adjustment.
- Answered customer questions regarding deductibles.
- Explains reason of denials on insurance claims.
First National Bank
08.2013 - 07.2014
- Role: Bank teller, receptionist, marketing, sales, handling and processing money.
- Manager: Sarah
Education
High School diploma - undefined
Quest High School
09.2012
Skills
- Enhanced team collaboration through effective conflict resolution strategies Improved communication efficiency by managing approximately 100 inbound calls Successfully resolved escalations, providing timely and effective solutions Strengthened bilingual staff skills through comprehensive training in Spanish and English
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Escalation Specialist
Asurion Call Center
10.2014 - Current
First National Bank
08.2013 - 07.2014
High School diploma - undefined
Quest High School