Paloma Baez
New York,NY
Summary
Driven Customer Representative with 7 years of experience offering personalized, courteous service. Expert at managing insurance sales cycle, prospecting and follow-up support. Skillful in advising current and potential clients on insurance coverage plans and processing applications, payments and corrections. Resourceful and versatile professional with reputation for consistently achieving aggressive sales goals. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Software Programs and training in Data Entry. Motivated to learn, grow and excel in diverse environments.
Overview
7
7
years of professional experience
Work History
Insurance Agent
Hugo Gonzalez Inc
Hoboken, NJ
12.2021 - 02.2022
- Established payment methods for 20-30 clients to facilitate customer payments and issue receipts.
- Handled approximately 50 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
- Collected premiums on or before effective date of coverage.
- Remained impartial in order to advise clients based on circumstances.
- Finalized sales and collected necessary deposits.
- Calculated premiums and established payment methods for sales.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used Microsoft Excel to prepare various correspondence, reports and other written material.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Developed recordkeeping systems for employee records and company documents to optimize operations and reduce project lags.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Managed filing system, entered data and completed other clerical tasks.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Answered, responded to and transferred over 50 daily phone calls on multi-line phone system.
- Established administrative work procedures to track staff's daily tasks.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Assisted coworkers and staff members with special tasks on daily basis.
Shift Coordinator
BRC Homeless Outreach
New York, NY
02.2021 - 04.2021
- Trained new employees and delegate daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Worked with clients to improve life choices and maximize program satisfaction
- Delivered Breakfast to customer locations within specific timeframes.
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Monitored all company inventory to ensure stock levels and databases were updated.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Skills Trainer
Cayuga Centers
New York, NY
09.2019 - 09.2021
- Set positive example for team members by providing high-quality, efficient service.
- Supported student teachers by mentoring on classroom management, lesson planning and activity organization.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs.
- Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
- Incorporated exciting and engaging activities to reinforce student participation and hands-on learning.
- Developed and taught lessons on relevant children's books, poems, movies and themes to promote student interest of Children's Literature as avenue of study.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Graded and evaluated student assignments, papers and course work.
- Networked with other educators to promote awareness of advanced teaching practices and development of 21st Century skills.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Kept classroom organized, clean, and safe for all students and visitors.
- Consulted with teachers in English and Spanish disciplines to identify and adopt successful instructional strategies.
English Teacher
Berlitz New York
New York City , NY
08.2019 - Current
- Consulted with teachers in different disciplines to identify and adopt successful instructional strategies
- Coordinated theme days for classes to encourage interest in reading, resulting in significant increase in reading scores
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways
- Worked with administrators on behavioral issues to support needs of every student
- Evaluated academic performance and social relationships to identify and help struggling students
- Cultivated relationships with parents for complete support network
- Kept classroom organized, clean, and safe for all students and visitors
- Set class objectives and monitored daily performance to offer equal access to education
- Planned dynamic lessons to increase student comprehension of books and literary concepts
Corporate Trainer
Tribu
New York City , NY
03.2019 - 06.2019
- Improved organizational efficiency and control costs by educating 2 employees on resource and time management
- Authored, updated and implemented training procedures
- Defined and articulated learning outcomes, including measurements, performance metrics and changes, to improve student learning
- Collected information about company objectives and employee deficiencies in order to assess training needs
- Developed effective training manuals, modules and teaching aids
Customer Service Representative
Talk2Rep Inc.
Santo Domingo, Dominican Republic
08.2018 - 12.2018
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered constant flow of customer calls with up to 150 calls in queue per minute.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Educated customers on promotions to enhance sales.
English Teacher
The English Immersion Program
Santo Domingo, Dominican Republic
01.2017 - 04.2018
- Consulted with teachers in different disciplines to identify and adopt successful instructional strategies
- Kept classroom organized, clean, and safe for all students and visitors
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways
- Administered assessments and standardized tests to evaluate student progress
- Helped students develop important learning skills and good study habits useful in trade school or college education
- Prepared and implemented lesson plans covering required course topics
- Worked with administrators on behavioral issues to support needs of all students
- Established appropriate deadlines and provided complete instructions for reading assignment and homework
- Evaluated academic performance and social relationships to identify and help struggling students
- Led interesting and diverse group activities to engage students in course material
- Prepared comprehensive English curriculum for 30 students
- Set class objectives and monitored daily performance to give every student equal access to education
- Instructed classes of up to 30 students on history, principles and successful strategies of adapting to learning English
Education
Bachelor of Science - Mental Health Services
Southern New Hampshire University
Hooksett, NH2025
Recovery Coach - CASAC
Casac
New York City, NY2023
Bachelor of Science - Psychology
Universidad Central Del Este `
Avenida Francisco Camacho, SPM. Dominican Republic04.2018
Skills
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- CRM Software
- POS Systems and Ordering Platforms
- De-escalation Techniques
- Upselling Products and Services
- Issue and Complaint Resolution
- Order and Refund Processing
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Customer Data Confidentiality
- Data Entry and Maintenance
- Customer Retention Strategies
Timeline
Insurance Agent
Hugo Gonzalez Inc
12.2021 - 02.2022
Shift Coordinator
BRC Homeless Outreach
02.2021 - 04.2021
Skills Trainer
Cayuga Centers
09.2019 - 09.2021
English Teacher
Berlitz New York
08.2019 - Current
Corporate Trainer
Tribu
03.2019 - 06.2019
Customer Service Representative
Talk2Rep Inc.
08.2018 - 12.2018
English Teacher
The English Immersion Program
01.2017 - 04.2018
Bachelor of Science - Mental Health Services
Southern New Hampshire University
Recovery Coach - CASAC
Casac
Bachelor of Science - Psychology
Universidad Central Del Este `
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