Teresa Sevilla
Call Center Representative
San Dimas,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Member Services Representative/Insurance Representative
Automobile Club Of Southern California
Los Angeles , CA
03.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
Senior Customer Service Representative/Case Manager
Bank Of Amercia
Brea, CA
02.2005 - 06.2021
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Followed up with customers regularly via phone and email to obtain deceased customer notifications.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of 15 team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Processed credit card payments via phone, to cover decedent's debt.
- Provided Financial Centers Associates with guidance for policies and procedures with customer account closing.
Education
High School Diploma -
Thomas Jefferson High School
Los Angeles, CA06.1987
Skills
- Customer Account Management
- Clerical Support
- Bilingual
- Interpretation and Translation Services
- Handling Customer Complaints
- Billing Procedures
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Responding to Difficult Customers
- Excellent Communication
- Excellent Attention to Detail
- Billing Adjustments and Refunds
Languages
Spanish
Full Professional
Timeline
Member Services Representative/Insurance Representative
Automobile Club Of Southern California
03.2022 - Current
Senior Customer Service Representative/Case Manager
Bank Of Amercia
02.2005 - 06.2021
High School Diploma -
Thomas Jefferson High School
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