Susy Bonilla
El Paso,Texas
Summary
I am a 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
16
16
years of professional experience
Work History
Customer Service Representative
Maximus
11.2024 - 02.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Updated, entered, and reviewed customer data.
- Provided exceptional customer service during application submission, addressing any concerns or issues promptly and professionally.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
Customer Service Representative
Bank of America/Alorica
01.2024 - 10.2024
- 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.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Bilingual In-Bound Sales Representative
Spectrum
09.2022 - 10.2023
- Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques
- Maximize sales opportunities by effectively answering and handling inbound sales calls
- Maximize additional revenue from existing customers by selling incremental products and services
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products
- Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
- Self-motivated, with a strong sense of personal responsibility.
Team Member
State Farm Insurance
04.2009 - 09.2014
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
Education
High School Diploma -
Santa Fe High School
Santa Fe Springs, CA06.2003
Skills
- Proven sales generator
- Excellent verbal and written communication skills
- Persuasive speaker
- Telemarketing
- Cold Calling
- Account Management
- Conflict resolution
- Sales strategies
- Lead generation
- Product knowledge
- Customer relationship management
- Relationship building
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Maximus
11.2024 - 02.2025
Customer Service Representative
Bank of America/Alorica
01.2024 - 10.2024
Bilingual In-Bound Sales Representative
Spectrum
09.2022 - 10.2023
Team Member
State Farm Insurance
04.2009 - 09.2014
High School Diploma -
Santa Fe High School
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