Paola Pacheco
El Paso,TX
Summary
Bilingual English-Spanish Client Service and Insurance Professional with over three years of experience supporting customers, managing client relationships, resolving complex account issues, and delivering exceptional service in a fast-paced environment. Licensed Texas Property & Casualty professional with a proven ability to explain technical information, build trust, improve client satisfaction, and collaborate across departments to achieve business goals. Recognized for strong communication, organization, and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Office Associate
STATE FARM INSURANCE
El Paso
01.2023 - Current
- Provide bilingual customer support for personal insurance accounts.
- Assist clients with policy servicing, billing concerns, coverage reviews, endorsements, and account maintenance.
- Resolve customer issues by coordinating with underwriting, claims, and billing departments.
- Build long-term relationships that support client satisfaction and retention.
- Maintain accurate records and documentation while handling multiple priorities.
- Explain complex insurance concepts in a clear and professional manner.
- Support agency growth through exceptional customer service and proactive follow-up.
- Managed client communications and documentation, ensuring accuracy and compliance with company policies.
Customer Service Representative
ALORICA
El Paso
06.2022 - 01.2023
- Managed inbound customer interactions and resolved account-related concerns.
- Met performance and quality standards in a high-volume call center environment.
- Maintained accurate customer records and documentation.
- 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.
- Educated customers about billing, payment processing and support policies and procedures.
Member Services Associate
SAM'S CLUB
El Paso
08.2021 - 02.2022
- Assisted members with account inquiries, transactions, and customer service requests.
- Delivered professional service while maintaining operational efficiency.
Sales Associate
DILLARD'S
04.2018 - 08.2021
- Provided personalized customer service and product recommendations.
- Built strong customer relationships and consistently delivered a positive customer experience.
Education
College Coursework Not Completed - Accounting
El Paso Community College (EPCC)
Skills
- Client Relationship Management
- Customer Retention
- Account Management
- Bilingual Communication
- Problem Resolution
- Insurance Services
- Administrative Support
- Microsoft Office (Word, Excel, Outlook)
- Documentation
- Data Entry
- Cross-Functional Collaboration
- Time Management
- Customer Education
- Telephone Support
Certification
Texas Property & Casualty Insurance License
LANGUAGES
English – Fluent
Spanish – Native/Fluent
Timeline
Office Associate
STATE FARM INSURANCE
01.2023 - Current
Customer Service Representative
ALORICA
06.2022 - 01.2023
Member Services Associate
SAM'S CLUB
08.2021 - 02.2022
Sales Associate
DILLARD'S
04.2018 - 08.2021
College Coursework Not Completed - Accounting
El Paso Community College (EPCC)