Paloma Albanez
Whittier,CA
Summary
Detail-oriented professional with a proven track record in customer service and operations management. Skilled at coordinating communications, scheduling appointments, and maintaining accurate records to optimize service delivery. Aiming to utilize these strengths in any future roles.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Collision Center Operations Coordinator
Auto Collision Group
Whittier, CA
04.2025 - Current
- Communicate with insurance companies, customers, and technicians to provide updates on repair status.
- Coordinated rental vehicles and guided customers through insurance claim procedures to facilitate smooth claims processing.
- Coordinated total loss vehicle accounts with insurance companies, vehicle owners, and lienholders.
- Handled incoming phone calls, emails, and customer inquiries about vehicle repairs and estimates, ensuring clear communication and timely responses.
- Schedule appointments for estimates, repairs, and vehicle drop-offs.
- Review repair orders, collect required documentation, and ensure accurate customer records.
- Processed payments and invoices while managing collections on outstanding balances to maintain financial accuracy.
- Maintain organized files and update management systems with repair and customer information.
Service Business Development Coordinator
Envision Motors
Duarte, CA
05.2024 - 04.2025
- Greeted customers, delivering exceptional service that enhanced customer satisfaction during vehicle service visits.
- Schedule service appointments and coordinate vehicle drop-off and pick-up times.
- Answer incoming calls, emails, and text messages regarding service inquiries, maintenance needs, and repair updates.
- Communicate with service advisors and technicians to provide customers with accurate repair status updates.
- Explained recommended services, maintenance schedules, and dealership policies to customers, ensuring clarity and informed decision-making.
- Process payments, warranty claims, and service-related paperwork.
- Resolved customer concerns professionally, escalating issues to management for timely resolution and improved customer experience.
- Maintain organized customer records and update dealership management systems.
Insurance Agent & Collections Specialist
Adriana's Insurance
Los Angeles, CA
05.2021 - 05.2024
- Assisted clients in selecting insurance policies that met their individual needs and budgets.
- Generated quotes, explained policy coverages, processed applications, and maintained client accounts.
- Managed policy renewals, endorsements, cancellations, and billing inquiries to ensure client satisfaction.
- Consistently met sales, retention, and collection performance goals through effective communication and customer relationship management.
- Assessed customer accounts for past-due balances and communicated with clients to facilitate timely payments.
- Negotiated payment arrangements and collected delinquent accounts while maintaining professionalism and compliance with company policies.
- Executed payment processing and accurately recorded collection activities and account statuses to maintain compliance.
- Resolved customer concerns related to billing, coverage, and account balances.
Service Advisor
Cerritos Nissan
Cerritos, CA
01.2020 - 05.2021
- Acted as the primary point of contact between customers and the service department, providing an exceptional customer experience.
- Prepared repair orders and estimated costs for maintenance and repairs to facilitate informed customer decisions.
- Communicated with technicians to obtain repair updates and relay information to customers in a clear and professional manner.
- Explained diagnostic findings, repair recommendations, warranty coverage, and maintenance requirements.
- Processed warranty claims, service contracts, and payments, ensuring compliance with dealership procedures and enhancing customer trust.
- Resolved customer concerns to achieve high satisfaction scores while supporting dealership sales and service objectives.
- Upsold manufacturer-recommended maintenance services, helping customers protect vehicle performance and longevity.
- Maintained accurate customer and vehicle records using dealership management systems.
Service Business Development Coordinator
Nick Alexander Imports
Los Angeles, CA
07.2019 - 01.2020
- Managed inbound and outbound calls, emails, and text communications for the service department.
- Scheduled and confirmed service appointments while ensuring efficient shop capacity and technician utilization.
- Followed up with customers on recommended maintenance, declined services, recalls, and overdue vehicle maintenance to enhance customer engagement and service compliance.
- Coordinated communication between customers, service advisors, and management to ensure a seamless service experience.
- Responded promptly to customer inquiries regarding service needs, pricing, appointment availability, and vehicle status.
- Maintained accurate customer information and appointment records within the dealership CRM and scheduling systems.
- Monitored service department performance metrics to identify trends in appointment show rates, customer satisfaction, and retention goals, informing strategies for improvement.
- Supported marketing campaigns and outreach efforts to drive service traffic and foster customer loyalty.
Account Director
MELA Group
Long Beach, CA
01.2019 - 07.2019
- Managed and developed relationships with key client accounts, serving as the primary point of contact for business needs and strategic initiatives.
- Oversaw account performance, ensuring client satisfaction, retention, and long-term partnership growth.
- Identified opportunities to expand client accounts through upselling, cross-selling, and new business development.
- Conducted regular client meetings to review performance metrics, project status, and business objectives.
Front Desk Agent
Anaheim Marriott Suites
Anaheim, CA
01.2018 - 01.2019
- Greeted guests and provided exceptional customer service during check-in and check-out procedures.
- Assisted guests with reservations, room assignments, special requests, and general hotel information.
- Processed payments, verified billing information, and handled cash and credit card transactions accurately.
- Resolved guest concerns and complaints promptly to ensure a positive guest experience.
- Coordinated with housekeeping, maintenance, and other departments to fulfill guest needs and maintain service standards.
- Assisted with booking modifications, cancellations, and room availability management.
- Ensured compliance with hotel policies, safety procedures, and confidentiality standards.
Education
High School Diploma -
Gahr High School
CA06-2018
Some College (No Degree) - Communications
Cypress College
CASkills
- Customer service and relations
- Effective communication
- Problem solving
- Team collaboration
- Goal orientation
- Time management
- Attention to detail
- Critical thinking
- Professional telephone demeanor
- Administrative management
Certification
Personal Auto Insurance Lines License, 07/01/21, 07/01/25
Languages
- English
- Spanish
Timeline
Collision Center Operations Coordinator
Auto Collision Group
04.2025 - Current
Service Business Development Coordinator
Envision Motors
05.2024 - 04.2025
Insurance Agent & Collections Specialist
Adriana's Insurance
05.2021 - 05.2024
Service Advisor
Cerritos Nissan
01.2020 - 05.2021
Service Business Development Coordinator
Nick Alexander Imports
07.2019 - 01.2020
Account Director
MELA Group
01.2019 - 07.2019
Front Desk Agent
Anaheim Marriott Suites
01.2018 - 01.2019
High School Diploma -
Gahr High School
Some College (No Degree) - Communications
Cypress College