Kaylyn Freire
San Antonio
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Litigatin Support/Customer Service Representative
Strategic Financial Services
01.2022 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated seamless communication between legal teams, clients, and vendors during high-stakes litigation matters.
- Expedited settlement negotiations by efficiently preparing summaries of key case facts and evidence for attorney review.
Client Support Specialist
Hulu
06.2019 - 01.2022
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Handled escalated customer complaints with empathy and professionalism, leading to effective resolutions and preserved client relationships.
- Delivered exceptional support via live chat sessions by tailoring responses according to individual client needs and preferences while maintaining a professional tone throughout the conversation.
- Maintained expert knowledge of company products and services, staying current on updates and enhancements to provide accurate information to clients.
- Utilized strong troubleshooting skills to diagnose and resolve technical issues, minimizing downtime for clients and ensuring smooth product usage.
- Assisted in refining the knowledge base articles, ensuring accurate and up-to-date information for customers'' self-help resources.
- Consistently met performance metrics, demonstrating proficiency in multitasking and prioritizing workload effectively.
Insurance Agent
Amtex Auto Insurance
08.2015 - 06.2019
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Mentored junior agents, sharing industry insights and best practices for success in the field.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
Receptionist
Premier Pain Conultants
05.2013 - 07.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
High School Diploma -
Harlandale High Scool
San Antonio, TX05-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- De-escalation techniques
- Customer education
Languages
Spanish
Professional Working
Timeline
Litigatin Support/Customer Service Representative
Strategic Financial Services
01.2022 - 03.2025
Client Support Specialist
Hulu
06.2019 - 01.2022
Insurance Agent
Amtex Auto Insurance
08.2015 - 06.2019
Receptionist
Premier Pain Conultants
05.2013 - 07.2015
High School Diploma -
Harlandale High Scool
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