Valerie Puentes
San Antonio,TX
Summary
Driven customer care representative with 15 years of experience providing information about services and products to customers. Skilled in assessing customer needs, problem solving and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions.
Overview
15
15
years of professional experience
Work History
Customer Care Representative
Farmers Insurance Group
San Antonio, TX
02.2022 - Current
- Utilizes multiple system platforms to conduct research, identify processes and review transactions to make sound decisions and recommendations to customers and agents.
- Work closely with my people leader on escalated calls, identifies errors in the system, troubleshoot and resolve complex techinical problems to resolve escalated calls.
- Identify and recommend improvements in system, service and billing processes to people leader to prevent future problems.
- provide support to peers and share best practices, help with workarounds, provided knowledge articles, creates activities to bring up team morale.
- resolves customer and agent inquires , solves problems related to policies coverages, renewals, cancellations, pricing, and other general service related request.
- maintains accurate documentation of customer and agent interaction and/or transactions, details of inquires, complaints or comments, as well as action taken.
Acquisition Senior Specialist
USAA - P&C Auto Insurance
San Antonio, TX
04.2014 - 04.2020
- Optimized operational productivity while collaborating with senior leadership to share and implement process improvements.
- Upsold products to policyholders and potential new clients.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Analyzed customer needs and provided best options, upselling products and services.
- Increased revenue by applying in-depth policy knowledge and persuasive communication skills to complete sales.
- Made targeted product and service recommendations based on customer needs.
Financial Foundations Senior Specialist
USAA - P&C Auto Insurance
San Antonio, TX
01.2013 - 04.2014
- Maximized business growth through utilization of effective branding and relationship building building sales techniques within USAA insurance, banking, and 3rd party products.
- Collaborated, developed, and presented initiatives that fostered organic, team oriented, employee engagement on a team, department, and company level.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Interviewed prospective clients to gather information on financial needs and discuss any existing coverage.
- Pursued continued professional development through insurance workshops, course and webinars.
Office Manager
State Farm
San Antonio, TX
11.2008 - 01.2013
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Conferred with business leaders to evaluate needs and strategize operational improvements.
- Conducted staff performance evaluations to monitor progress and recommend professional development plan.
- Streamlined back office services for clients to promote proper functionality and positive user experience.
- Aided senior leadership during executive decision-making process, meeting with clients to research case, collect data, prepare settlement packages and interpret information for daily report generation.
Education
High School Diploma -
John F Kennedy High School
San Antonio, TX06.2005
Skills
- Employee management
- Project management
- Quality Assurance
- Product and Service Knowledge
- MS Office
- Call Center Operations
- Team building
- Problem Resolution
- De-Escalation Techniques
Accomplishments
- Team Ambassador-2022-2023
- Smart Council Representative
Timeline
Customer Care Representative
Farmers Insurance Group
02.2022 - Current
Acquisition Senior Specialist
USAA - P&C Auto Insurance
04.2014 - 04.2020
Financial Foundations Senior Specialist
USAA - P&C Auto Insurance
01.2013 - 04.2014
Office Manager
State Farm
11.2008 - 01.2013
High School Diploma -
John F Kennedy High School
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