Ramon Sierra
Plano
Summary
Results-driven Insurance Professional with over four years of experience in customer service, team supervision, and performance optimization within the insurance industry. Skilled in coaching agents, analyzing performance metrics, and ensuring compliance with insurance regulations. Recognized for fostering employee engagement, streamlining workflows, and improving service-level performance. Bilingual communicator with strong leadership, organizational, and conflict-resolution abilities. Adept at managing high-volume operations and delivering excellent customer experiences. Licensed in Property & Casualty Insurance.
Overview
1
1
Certification
Work History
Supervisor
GEICO
Richardson
- Lead, coach, and develop a team of customer service representatives to exceed performance and compliance goals.
- Analyze call center metrics to enhance productivity, reduce wait times, and boost customer satisfaction.
- Conduct one-on-one coaching sessions and performance evaluations to drive growth and accountability.
- Manage escalated customer concerns with professionalism and empathy, ensuring positive resolutions.
- Collaborate with leadership to implement workflow improvements and maintain regulatory compliance.
- Administer workforce scheduling to align staffing with call volume and service-level agreements.
- Recognized for fostering team engagement, retention, and continuous improvement.
Bilingual Service Representative IV
GEICO
Richardson
- Delivered exceptional bilingual customer support through phone, email, and chat channels.
- Assisted policyholders with claims, billing, and coverage inquiries, ensuring full compliance with state regulations.
- Maintained accurate and confidential customer records while meeting service quality targets.
- Collaborated cross-functionally to resolve complex issues and enhance process efficiency.
- Monitored customer feedback and implemented improvements to elevate satisfaction levels.
- Consistently exceeded performance metrics for response time, accuracy, and client satisfaction.
Cleaning Crew Supervisor
Champion Janitorial
Richardson
- Managed and scheduled cleaning teams to ensure efficient and high-quality service delivery.
- Conducted inspections, coached employees, and addressed client concerns promptly and professionally.
- Improved team productivity and performance through training and constructive feedback.
Shift Lead / Waiter / Cashier
Hot Pancakes
Richardson
- Provided outstanding customer service while managing cash handling and shift operations.
- Trained new employees and ensured efficient teamwork during high-traffic periods.
- Handled customer transactions accurately and resolved service concerns effectively.
Education
High School Diploma -
Richardson, TXSkills
- Team Leadership & Coaching
- Performance Management & QA
- Customer Service Excellence
- Data Entry & Reporting
- Conflict Resolution
- Call Center Operations
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Underwriting Support
- Policy & Claims Assistance
- Compliance & Regulatory Adherence
- Stress & Time Management
- Critical Thinking & Problem Solving
Certification
Property & Casualty Insurance License
Timeline
Supervisor
GEICO
Bilingual Service Representative IV
GEICO
Cleaning Crew Supervisor
Champion Janitorial
Shift Lead / Waiter / Cashier
Hot Pancakes