Trisha Alcala

• As an Insurance associate my daily tasks are provide legendary service during each and every call by educating our members about products that AAA offers and how we can improve their lives.

• Researched and resolved areas of concern for potential and existing members.
• Enhanced member satisfaction by efficiently addressing and resolving insurance-related inquiries.
• Achieved high customer satisfaction ratings through consistent follow-ups updating members.
• Provided exceptional customer service through active listening skills and empathetic responses to members concerns or frustrations.
• Modified, updated and processed existing policies.

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
• Took cash and credit card payments via phone, in person, and through email.
• Evaluated customer service staff performance and provided constructive feedback.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.