Sasha Gutierrez
Tucson,AZ
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.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Independent Benefit Advisor
Aflac
Tucson, AZ, AZ
10.2024 - Current
- Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
- Maintained accurate records of client information in CRM software system.
- Developed and implemented successful sales strategies to increase customer base.
- Provided guidance about different types of insurance products available.
- Assisted clients in filing claims and guided them through the claims process for a smooth resolution.
- Built and maintained strong relationships with clients through regular follow-ups and excellent customer service.
- Maintained compliance with all regulatory requirements and ethical standards in the insurance industry.
Remote Account Services Representative
Cox Communications
08.2018 - 10.2024
- Provide escalation support for various internal tools and platforms to cross functional teams post onboarding ensuring exceptional customer service
- Develop and maintain strong relations with team members, leadership and customer resulting in improved employee and customer satisfaction
- Assisting customers from start to finish based on their individual needs.
- Crossed trained in UET Helping back office with AHU tickets proficient in icoms
- Managed over 50 calls per day
Remote Customer Service Representative
Enterprise Hold
8 2016 - 08.2018
- Managed quality communication, customer support and product representation for each client
- Resolved product/policy issues and shared benefits of new technology
- Assisted customers with store and product complaints
- Guaranteed positive customer experiences and resolved all customer complaints
- Managed over 50 customer calls per day
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
Quality Assurance Analyst
C3/CustomerCont
10 2013 - 8 2016
- Focused on quality, communication, collaboration, and teamwork
- Reviewed agent's calls to ensure all procedures were followed correctly
- Completed side by side coaching's with representatives to improve their quality scores
- Trained new hires. Explained what our quality department did and what we would be scoring on each call
- Organized and maintained work environment to allow for maximum productivity
- Mentored and coached team members on QA topics and strategies
Education
Active Health, Accident And Life Insurance License - Insurance
Insurance License
Tucson, AZ01-2024
High School Diploma - General studies
Morenci high school
Morenci, AZ2005
Skills
- Insurance product knowledge
- Claims processing
- CRM management
- Time management
- Presentation skills
- Flexible and adaptable
- Self-Directed
- Remote office availability
- Critical thinking
- Decision-making
- Computer skills
- Attention to detail
- Good Telephone Etiquette
- Written communication
- Organization
- Active listening
Education
untied states,Untied States,United States
Timeline
Independent Benefit Advisor
Aflac
10.2024 - Current
Remote Account Services Representative
Cox Communications
08.2018 - 10.2024
Remote Customer Service Representative
Enterprise Hold
8 2016 - 08.2018
Quality Assurance Analyst
C3/CustomerCont
10 2013 - 8 2016
Active Health, Accident And Life Insurance License - Insurance
Insurance License
High School Diploma - General studies
Morenci high school