Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vannessa Quintanilla

Homewood,IL

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Blue Cross Blue Shield of Illinois
Chicago, IL
05.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Processed employee expenses claims in accordance with company policy.

Customer Service Supervisor

PCG
Maywood, IL
07.2022 - 05.2023
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Implemented programs designed to increase employee engagement within the team.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.

Customer Service Team Lead

Illinois Department of Employment Security
Maywood, IL
04.2020 - 06.2022
  • Developed strategies for improving customer satisfaction levels through process improvement initiatives.
  • Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
  • Assisted in resolving escalated customer complaints or issues in a timely manner.
  • Provided training and guidance to customer service representatives on policies, procedures, and best practices.
  • Coordinated and supervised customer service team in order to ensure quality service delivery.
  • Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
  • Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
  • Implemented new systems and technologies designed to improve efficiency and accuracy.

Education

Office Administration - Business Administration

Paul Simon Chicago Job Corps
06-2008

Some College (No Degree) - Basics

Malcolm X College

Skills

  • Call Management
  • Data Entry
  • Complaint resolution
  • Scheduling
  • Product Knowledge
  • Appointment Scheduling
  • Inbound and Outbound Calling
  • Data Collection
  • De-Escalation Techniques

Timeline

Customer Service Representative

Blue Cross Blue Shield of Illinois
05.2023 - Current

Customer Service Supervisor

PCG
07.2022 - 05.2023

Customer Service Team Lead

Illinois Department of Employment Security
04.2020 - 06.2022

Office Administration - Business Administration

Paul Simon Chicago Job Corps

Some College (No Degree) - Basics

Malcolm X College

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Vannessa Quintanilla