Pedro Mata
Cudahy,CT
Summary
Proven to enhance team efficiency and customer satisfaction at American Income Life Insurance Company, I excel in complaint resolution and client needs assessment. Leveraging active listening and policy understanding, I've significantly improved service quality. My expertise in sales and staff training, backed by a track record of fostering continuous improvement, positions me as a valuable asset to any team.
Overview
15
15
years of professional experience
Work History
Agent Services Representative
American Income Life Insurance Company
Waco, TX
02.2021 - Current
- Assisted clients with account management, effectively reducing service-related issues.
- Acted as a liaison between multiple departments, facilitating efficient information exchange crucial for delivering exceptional customer experiences.
- Monitored agent performance, providing constructive feedback and coaching when necessary to drive continuous improvement efforts.
- Implemented innovative solutions to streamline workflow processes, increasing overall team efficiency and effectiveness.
Certified Trainer
California Pizza Kitchen
Cerritos, CA
05.2016 - 11.2020
New team members development.
Cash handling
Customer service
Mix drinks
Certified Trainer
Red Robin
Cerritos, CA
04.2009 - 01.2016
New team members development
Cash handling
Customer service
Mix drinks
Education
ITT
COBACH06.2000
Skills
- Complaint Handling
- Policy understanding
- Client Needs Assessment
- Financial Transactions
- Cross-selling techniques
- Up-selling strategies
- Customer Service
- Problem-solving abilities
- Active Listening
- Problem Resolution
- Computer Proficiency
- Product Knowledge
- Team Development
- Money handling abilities
- Quality Control
- Follow-up skills
- Staff Training
- Complaint resolution
- Payment Processing
- De-Escalation Techniques
- Sales expertise
- Sales closing
Timeline
Agent Services Representative
American Income Life Insurance Company
02.2021 - Current
Certified Trainer
California Pizza Kitchen
05.2016 - 11.2020
Certified Trainer
Red Robin
04.2009 - 01.2016
ITT