Summary
Overview
Work History
Education
Skills
Timeline
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Rosana Dallien

Boynton Beach,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Known for saving customer relationships that had been deemed irreparable. Calm and poised in the most pressure-driven situations. Highly effective in coaching peers while demonstrating exemplary communication skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

15
15
years of professional experience

Work History

Live Chat Agent

Hisight Realty Investment
West Palm Beach, FL
02.2023 - 05.2023
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Assisted customers with order placement, product returns and order tracking.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Handled inbound customer chat conversations from various websites.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Sought ways to improve processes and services provided.
  • Met customer call guidelines for service levels, handle time and productivity.

Mortgage Loan Officer

PHH Mortgage Company
West Palm Beach, FL
12.2019 - 01.2023
  • Worked with underwriters to fix application problems and resolve issues
  • Reviewed loan files and updated to match current standards
  • Implemented sales strategies that established relationships with realtors and CPAs
  • Fielded customer complaints and provided solutions
  • Explained different types of loans pertaining to client situations
  • Developed prospects for new loans by conducting 600 cold calls weekly
  • Monitored pipelines to track and log status of loans
  • Explained very technical financial information to applicants in easy to understand language
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.

Financial Advisor

Reliance Wealth Management
West Palm Beach, FL
01.2009 - 12.2019
  • Helped individuals and families build and execute wealth management strategies based on unique goals and objectives
  • Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries and providing quotes
  • Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and commit to building successful company
  • Worked with clients to support understanding of rationale and details of financial strategies
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs
  • Capitalized on gaps in market and reached out personally to onboard new clients, process transfer paperwork and set up new accounts
  • Boosted sales by 30 % and exceeded sales target by employing consultative sales tactics and superior customer care
  • Prepared for and coordinated marketing events, created marketing compliance documentation and managed event marketing reimbursement to increase customer base and grow revenue
  • Met with clients to discuss assets, expenses and long-term and short-term investment goals to devise personalized financial plans
  • Partnered with local organizations to provide specialized financial planning support to diverse populations with unique needs
  • Kept client financial plans optimized for current market trends and economic conditions
  • Guided clients through compiling important financial histories and documentation for evaluation.

Insurance Sales Agent

American Income Life Insurance Company
West Palm Beach, FL
06.2008 - 12.2017
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling
  • Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 50%
  • Analyzed retention, loss ratio trends and sales volume to identify areas for improvement
  • Quoted and calculated premium rates for policies, using rate book, software and calculator
  • Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques
  • Handled approximately 700 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
  • Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 30%.

Education

MBA - Business Administration And Management

Davenport University
Grand Rapids, MI
05.2025

Bachelor of Arts - Biology

Florida Atlantic University
Boca Raton, FL
05.2012

Skills

  • Customer Service
  • Online Chat
  • Communication Skills ( Both Written/ Spoken)
  • Multitasking Skills
  • Empathy
  • Client Rapport-Building
  • Problem Solving
  • Typing and data Entry
  • Positive Attitude
  • Technical Knowledge
  • Resourcefulness
  • De-escalation
  • Resolve customer issues
  • Active Listening
  • Task Prioritization
  • Time Management
  • Answering Customer Inquiries
  • Provide Product Information
  • Schedule Service Appointments
  • Positive Attitude
  • Engage With Customers Through Live Chat
  • Collaborate With Team Members
  • Escalate Complaints Across Multiple Communication Channels
  • Adapt To Change
  • Process Transactions
  • Client Satisfaction
  • Understanding Customer Needs
  • Administrative and Office Support
  • Billing Adjustments and Refunds
  • Communications Support
  • Client Relations Skills
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Customer-centric attitude
  • Ability to work in fast-paced environment
  • Sales Skills
  • Computer Literacy
  • Research
  • Membership Inquiries and Renewals
  • Marketing
  • Documentation
  • Productivity Standards
  • First-Tier Technical Support
  • Sales Quota Achievement
  • Live Chat Messaging
  • Interpretation and Translation Services
  • Invoice Preparation and Processing
  • Customer Retention Strategies
  • Complex Product Knowledge
  • Document and Records Management

Timeline

Live Chat Agent

Hisight Realty Investment
02.2023 - 05.2023

Mortgage Loan Officer

PHH Mortgage Company
12.2019 - 01.2023

Financial Advisor

Reliance Wealth Management
01.2009 - 12.2019

Insurance Sales Agent

American Income Life Insurance Company
06.2008 - 12.2017

MBA - Business Administration And Management

Davenport University

Bachelor of Arts - Biology

Florida Atlantic University

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Rosana Dallien