Patricia Rodriguez
San Antonio
Summary
Dynamic customer service professional with expertise in conflict resolution and client knowledge sharing. At Nationwide, enhanced customer satisfaction by resolving inquiries and promoting policy retention. Proficient in organization and familiar with insurance language, consistently exceeded expectations by identifying cross-selling opportunities and streamlining service processes, contributing to a 20% increase in client retention.
Overview
14
14
years of professional experience
Work History
Insurance Customer Service Representative
Nationwide
07.2014 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed policy changes and claims efficiently, ensuring adherence to company protocols.
- Collaborated with underwriting teams to clarify coverage details for clients.
- Trained new representatives on systems, processes, and customer service best practices.
- Enhanced customer satisfaction by providing timely follow-ups and personalized service.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted customers with completing insurance documents to avoid missed information.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Enhanced customer experience by accurately addressing and resolving diverse range of insurance queries.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
Banking Customer Service Representative
J P Morgan Chase Bank
01.2012 - 02.2013
- Managed customer inquiries, resolving issues efficiently and ensuring high satisfaction levels.
- Processed account transactions accurately, maintaining compliance with banking regulations.
- Educated clients on banking products and services, enhancing product knowledge and usage.
- Collaborated with team members to streamline service processes, improving operational efficiency.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Streamlined customer service protocols, reducing wait times and improving service quality.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Tailored banking solutions to customer needs, strengthening client relationships and loyalty.
Education
Associate of Applied Science - Medical Assistant
Career Point College
San Antonio, TX01-2010
Skills
- Proficient in organization
- Proficient in conflict resolution
- Client knowledge sharing
- Familiarity with insurance language
Timeline
Insurance Customer Service Representative
Nationwide
07.2014 - Current
Banking Customer Service Representative
J P Morgan Chase Bank
01.2012 - 02.2013
Associate of Applied Science - Medical Assistant
Career Point College