Paola Becerra
Springfield,IL
Summary
Resourceful and detail-oriented Customer Service lead with extensive experience in team management, process improvement, and problem solving. Skilled in performance monitoring, quality assurance, multi-tasking, and cross-functional collaboration. Passionate about utilizing and improving analytical abilities within underwriting.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Specialist
Zenith Insurance
06.2024 - Current
- Develop and adjust schedules to match fluctuating call volumes, ensuring optimal team coverage and reduced wait times.
- Track call volume and key performance indicators to maintain low abandon rates.
- Compile month end reports featuring metrics and scorecards for all representatives.
- Conduct monthly quality assurance evaluations to ensure department standards, identify areas of improvement, and provide constructive feedback.
- Lead training sessions for new hires and ongoing development for existing staff.
- Oversee e-commerce inbox by assigning emails and monitoring follow ups to ensure timely and accurate responses.
- Enhance customer satisfaction by resolving complex issues and providing effective solutions.
- Collaborate with other departments to enhance overall operations efficiency and effectiveness.
Senior Customer Service Specialist
Zenith Insurance
05.2023 - 06.2024
- Handled high volume inbound calls, providing accurate information, and resolving customer, including agents and policyholders, inquiries.
- Performed administrative tasks including data entry, managed ecommerce inbox, assisted in claims customer service inbox and billing questions inbox.
- Assisted supervisor in planning projects and completing month end reports.
- Provided guidance to junior team members, offering support and sharing best practices.
Associate Accounting Specialist
Zenith Insurance
06.2021 - 05.2023
- Live check processing and depositing.
- Posted payments for agribusiness and worker's compensation policies.
- Banked and allocated receipts.
- Processed refunds.
- Set up auto-pay for insured and agents.
- Completed month end executive reports.
Customer Service Specialist
Zenith Insurance
06.2019 - 06.2021
- Answered inbound calls for interpreting, claims, premium, property & casualty, and internal assistance while providing outstanding customer service.
- Processed e-checks for insureds and agents.
- Checked on the status of medical bills and claims for providers, and policy and bill status for policy holders and agents.
- Admin work such as ‘Welcome To Zenith' emails, billing questions, and e-commerce.
- Litigation mitigation for injured workers.
PAC Coordinator
Charter Communications/Spectrum
09.2018 - 03.2019
- Corrected any back-end errors regarding home phone readiness.
- Answered inbound calls (internal and external customers) regarding home phone.
- Worked with other service providers to port a customer's phone number.
Guest Experience Coordinator / Receptionist
Burke Williams
05.2017 - 09.2018
- Welcomed and greeted guests.
- Answered multiple phone lines, screened, and transferred to appropriate recipients.
- Handled multiple clerical duties such as filing, data entry, and all monetary payments.
Assistant Store Manager
Hot Topic
11.2013 - 04.2017
- Served as liaison between Store Manager and Sales Associates in the success of day-to-day selling and operations.
- Helped to run a $2M annual store and ensured that company and store goals were met.
- Created employee work schedules.
Education
General Education
Pierce College
Woodland Hills, CA01-2025
High School Diploma -
James Monroe High School
North Hills, CA01-2012
Skills
- Effective Verbal and Written Communication Skills
- Professional Phone Communication
- Proficient Computer Skills
- Microsoft Office Proficiency
- Knowledge of Athena and Zeus
- Adaptable Learning Ability
- Analytical Problem-Solving
- Detail-Oriented Approach
- Effective Multitasking
- Bilingual - Spanish
- Time Management
- Effective Organization
Timeline
Lead Customer Service Specialist
Zenith Insurance
06.2024 - Current
Senior Customer Service Specialist
Zenith Insurance
05.2023 - 06.2024
Associate Accounting Specialist
Zenith Insurance
06.2021 - 05.2023
Customer Service Specialist
Zenith Insurance
06.2019 - 06.2021
PAC Coordinator
Charter Communications/Spectrum
09.2018 - 03.2019
Guest Experience Coordinator / Receptionist
Burke Williams
05.2017 - 09.2018
Assistant Store Manager
Hot Topic
11.2013 - 04.2017
General Education
Pierce College
High School Diploma -
James Monroe High School
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