Nalissa Balseca
Killen,TX
Summary
Dynamic customer service professional with extensive experience at Progressive Auto Insurance, recognized for exceptional problem resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and product knowledge, consistently exceeding performance metrics. Skilled in CRM software, contributing to sales growth and fostering client loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Progressive Auto Insurance
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Sale Agent
Medicare Advantage
08.2021 - 07.2023
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of Type products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Customer Service Representative
Toyota Financial Services
09.2011 - 05.2013
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved resolution time with effective problem-solving for customer complaints.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
License -
Online Life And Health Insurance Licence
RemoteGED -
Central Texas College
Killeen, TXCertified Clinical And Medical Assistant
Central Texas College
Killeen, TX01.2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
- Call center operations
- Microsoft outlook
- Call management
- Product knowledge
- Microsoft PowerPoint
- Customer relationship management (CRM)
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
Progressive Auto Insurance
09.2024 - Current
Sale Agent
Medicare Advantage
08.2021 - 07.2023
Customer Service Representative
Toyota Financial Services
09.2011 - 05.2013
License -
Online Life And Health Insurance Licence
GED -
Central Texas College
Certified Clinical And Medical Assistant
Central Texas College
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