Salvador A Villeda Lopez
San Salvador,San Salvador
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Insurance Specialist
Home Insurance Agency
New York, New York
03.2024 - Current
- Followed up on denials, late payments, extensions and other special circumstances.
- Maintained high standards of customer service by building relationships with clients.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Utilized CRM software to manage client relationships.
Intake Specialist
Glass Mountain
11.2023 - 03.2024
- Completed intake assessment forms and filed clients' charts.
- Trained and supervised new intake staff to deliver high-quality client care.
- Supported office staff and operational requirements with administrative tasks.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
Operations Manager
The Office Gurus
05.2022 - 10.2023
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Team Lead
The Office Gurus
02.2020 - 04.2022
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Sales Agent
The Office Gurus
08.2018 - 01.2020
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Customer Service Agent
Convergys
10.2015 - 09.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Customer Care Representative
Telus International
01.2015 - 09.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor - Applied Business Management
BYU-Pathway Worldwide
Salt Lake City, UT 01.2023 - Current
High School Diploma -
Liceo Antonio Machado
San Salvador 01.2013 - 12.2014
Elementary School -
Earle Brown Elementary School
Minnesota City, MN 09.2002 - 09.2009
Skills
Strategic planning
Project Management
Operations
Sales expertise
Staff Management
Policy analysis
Documentation skills
Customer follow-up
Certification
Advance Excel
Accomplishments
- Supervised team of 250 staff members.
- Achieved KPI Results by completing 4 task with accuracy and efficiency.
- Promoted to Operation Manager after 2 years with the company.
Timeline
Insurance Specialist
Home Insurance Agency
03.2024 - Current
Certification for Intake Specialist
01-2024
Intake Specialist
Glass Mountain
11.2023 - 03.2024
Bachelor - Applied Business Management
BYU-Pathway Worldwide
01.2023 - Current
Operations Manager
The Office Gurus
05.2022 - 10.2023
Advance Excel
01-2022
Team Lead
The Office Gurus
02.2020 - 04.2022
Sales Agent
The Office Gurus
08.2018 - 01.2020
Customer Service Agent
Convergys
10.2015 - 09.2016
Customer Care Representative
Telus International
01.2015 - 09.2015
High School Diploma -
Liceo Antonio Machado
01.2013 - 12.2014
Elementary School -
Earle Brown Elementary School
09.2002 - 09.2009
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