Nancy Barboza
Chicago,IL
Summary
Service-focused professional with 12 years of experience, bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software such as Salesforce and Knowledge Base programs with expertise in related roles. Resourceful and collaborative with extensive knowledge in maintaining customer relationships and promoting excellence in every interaction.
Overview
15
15
years of professional experience
Work History
Associate Financial Representative
Northwestern Mutual
01.2022 - Current
- Worked closely with clients to determine goals and recommend appropriate services to maintain long-term relationships with account holders.
- Handled incoming payments and outgoing disbursements.
- Increased accounts by [Number]% through efficient account maintenance and maintaining relationships with repeat clients.
- Increased customer service rates by working closely with clients to resolve issues quickly and accurately.
- Received customer applications and followed up with clients to obtain missing information before submission.
- Worked with clients with life, long-term care or disability insurance accounts to increase profitability and account longevity.
- Discussed financial options with clients and provided informed suggestions.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent customer support.
- Gathered customer information and maintained in CRM database.
- Accurately processed routine financial transactions such as [Type] for customers.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Drove sales by following up with leads and new customers through outbound calls and [Action].
- Documented customer interactions and relationships using CRM systems.
- Verified ownership and transaction information and dividend distribution instructions to conform with governmental regulations using stock records and reports.
COE Specialist
Uber Technologies Inc.
09.2019 - 12.2020
- Resolved high volume of customer contacts through various support modalities which included inbound and outbound calls, email, chat and messaging
- Investigated case details to determine root cause of issue and assisted with troubleshooting when necessary
- Learned and mastered multiple applications and resources including contact management systems and knowledge bases
- Triaged and escalated urgent issues to appropriate Account Manager in region in order to drive them to resolution
- Completed thorough documentation and notation on customer contacts and trends
- Provided oversight and coaching to new frontline teams to ensure efficiency and quality of response for customer interactions
- Provided feedback to leadership and program teams regarding processes and trends in order to improve services and sales
- Followed all company policies and procedures to deliver quality work
- Managed 80 customer calls per day while consistently maintaining highest customer service ratings
Practice Manager
Physical Therapy Renaissance
06.2017 - 08.2019
- Trained interns and newly hired team members on office procedures and computer system
- Conducted staff meetings with Executive Director and staff and recorded minutes
- Managed practice's marketing agenda, social media calendar and created marketing packages
- Received and documented referrals; tracked origin of referral and coordinated communication
- Assisted front desk in scheduling patients; accommodated general billing questions or complaints
- Managed office equipment, maintenance and service contracts and systems
- Prepared daily deposits, daily batch reports/encounters for Finance Department
- Ordered all office and clinic supplies and kept check on inventory levels
- Addressed and remedied all patient or team member issues.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations
- Supervised team of 9 office personnel
Education
Bachelor of Business Administration - Accounting And Business Management
Robert Morris University - Illinois
Chicago, IL05.2005
Skills
- Strong written and verbal communication
- Strategic problem solver
- Excellent organization
- Proficiency with computers, EMR systems and software such as MOS, cloud based software Salesforce and Zendesk
Languages
Spanish
Native or Bilingual
Timeline
Associate Financial Representative
Northwestern Mutual
01.2022 - Current
COE Specialist
Uber Technologies Inc.
09.2019 - 12.2020
Practice Manager
Physical Therapy Renaissance
06.2017 - 08.2019
Bachelor of Business Administration - Accounting And Business Management
Robert Morris University - Illinois
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