Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Norma Quiroz

Weslaco,TX

Summary

Dynamic customer service leader with extensive experience at Prominence Health Plan, excelling in complaint handling and team member training. Proven track record of enhancing customer satisfaction through effective conflict resolution and empathetic communication. Skilled in call management, fostering loyalty, and driving team performance to achieve organizational goals.

Experienced with customer service management, ensuring high levels of customer satisfaction. Utilizes effective communication and problem-solving skills to address customer needs promptly. Strong understanding of team dynamics and leadership, fostering collaborative work environment.

Overview

7
7
years of professional experience

Work History

Lead Customer Service Representative

Prominence Health Plan
01.2023 - Current
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.

Customer Service Representative

Prominence Health Plan
10.2021 - 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.

Customer Service Representative

Sentara
05.2020 - 09.2021
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Teleperformance
07.2018 - 05.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

High School Diploma -

Edcouch-Elsa High School
Elsa, TX
06-2015

Skills

  • Complaint handling
  • Team member training
  • Call management
  • Work prioritization
  • Call center experience
  • Customer support
  • Customer correspondence
  • Willingness to lead
  • Service recommendations

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Lead Customer Service Representative

Prominence Health Plan
01.2023 - Current

Customer Service Representative

Prominence Health Plan
10.2021 - Current

Customer Service Representative

Sentara
05.2020 - 09.2021

Customer Service Representative

Teleperformance
07.2018 - 05.2020

High School Diploma -

Edcouch-Elsa High School

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