Patricia Hernandez
Lubbock,TX
Summary
Experienced service professional with a track record of enhancing customer satisfaction and improving operational efficiency. Known for prompt issue resolution, fostering effective team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to consistently deliver exceptional results. Dependable and focused on achieving high service delivery standards.
Overview
8
8
years of professional experience
Work History
Licensed Service Specialist
CX Insurance Services
03.2022 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Achieved high levels of productivity by optimizing workload management methods.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Followed instructions from supervisor regarding daily job tasks and duties.
Account Specialist
Rick Rosas State Farm
11.2020 - 03.2022
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Assisted clients in navigating the often complex claims process, ensuring they received fair and timely resolutions.
- Reduced policy lapses by establishing proactive communication strategy to educate clients on importance of continuous coverage.
- Collected premiums on or before effective date of coverage.
Customer Service Representative
Autopartners Insurance Agency
01.2017 - 11.2020
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Achieved high levels of productivity by optimizing workload management methods.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Followed instructions from supervisor regarding daily job tasks and duties.
Education
Diploma - Medical office specialist
Vista College
12.2011
Skills
- Property and Casualty Licensed
- Strong organization skills
- Proficient in Microsoft Office
- Excels in written and oral communication
- Client retention strategies
- Customer service
- Problem-solving
Timeline
Licensed Service Specialist
CX Insurance Services
03.2022 - Current
Account Specialist
Rick Rosas State Farm
11.2020 - 03.2022
Customer Service Representative
Autopartners Insurance Agency
01.2017 - 11.2020
Diploma - Medical office specialist
Vista College
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