Venus Reyna
Lubbock,Texas
Summary
Personable Customer Service professional offering over 6 years of experience resolving account and service concerns for general billing and online banking customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. With a combined 9+ year of customer service experience meeting customer needs via telecommuting roles as well as in store experience. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Concentrix
03.2023 - 02.2024
- Responded to customer calls swiftly to resolve issues and answer questions.
- Analyzed risk factors to recommend appropriate coverage levels.
- Increased agency efficiency by implementing standardized processes for policy administration, data entry, and client communication.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Maintained high standards of customer service by building relationships with clients.
- Collaborated with underwriters to obtain favorable policy terms for clients while mitigating risk exposure for the company.
Team Member
Whataburger
02.2022 - 03.2023
- Operated fryers and grills according to instructions to maintain safety and food quality
- Carried pans and trays of food to and from work stations, stove and refrigerator
- Followed proper food handling methods and maintained correct food temperature for high scores on health inspections
- Maintained hygienic kitchen with regular mopping, disinfecting workspace and washing utensils and glassware
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate
- Cooked multiple orders simultaneously during busy periods.
Call Center Representative
Agero
12.2021 - 01.2022
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Consulted with customers to resolve service and billing issues
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Call Center Representative
TDB Communications
04.2021 - 07.2021
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Educated customers on vaccination location and how to set up appointments.
Telephone Banker
Wells Fargo Bank
08.2016 - 03.2021
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Recommended products and services aligned with customers' needs and preferences
- Assisted 50+ customers on average daily by answering questions, responding to inquiries and handling requests by phone
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Directed calls to appropriate individuals and departments
- Developed reputation as efficient service provider with high levels of accuracy
- Received multiple positive reviews which acknowledged dedication to excellent customer service
- Assisted customers promptly and politely, via telephone.
Customer Service Representative
Convergys Corporation
05.2015 - 08.2016
- Helped drive sales goals and achieve monthly quotas
- Demonstrated dedication to continuously improving sales abilities and product knowledge
- Recommended products and services aligned with customers' needs and preferences
- Assisted 30+ customers on average daily by answering questions, responding to inquiries and handling requests by phone
- Answered customer questions regarding merchandise and pricing
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Associate
Jersey Mike's Subs
05.2015 - 07.2015
- Managed night time crew, responsible for dinner rush and closing procedures
- Served anywhere from 30 to 50 customers daily
- Operate multiple types of machinery, slicer, grill etc
- Inform customers of new promotions and sales as well as keeping track of menu changes every month
- Performed multiple orders at once as well as completing them on time
- Accomplish excellent customer service at all times with every interaction.
Supervisor/shift Leader
Subway Restaurant
08.2013 - 04.2015
- Made sure all employees follow proper policy and procedure in any and all forms of customer service
- On average, served 25 to 50 customers per shift
- Ensured all employees finish side duties in timely manner
- Managed allocations of employees side duties and positions
- Coordinate with Assistant and Store Manager about sales, employee behavior and brainstormed ways to increase sales
- Established standards for quality of products, ensuring items were properly assembled and presented.
Team Member
Whataburger
02.2012 - 08.2013
- Work cash register and make sure all transactions are handled professionally
- Performed drive through responsibilities, taking orders and ensuring drinks and meals were complete
- On average, served 30 to 55 customers per shift
- Followed strict guidelines and procedures
- Experience with fryer and grill
- Responsible for making orders in timely and orderly fashion
- Preformed with ease in stressful situations while working grill for both drive and lobby orders.
Education
High School Diploma -
Frenship High School
05.2015
Skills
- Strive to find ways to improvement and chances to learn something new
- Capability of leading groups of employees
- Maintain order and communication with all employees, even through stressful situations
- Loyal and committed employee
- Able to multi-task in stressful situations
- Hardworking and fast learner
- Inbound and Outbound Calling
- Money handling abilities
- Stocking and replenishing
- Professional telephone voice
- Licensed in Property and Causality insurance
Certification
- Property and Causality License - Obtained in July of 2023
Timeline
Licensed Insurance Agent
Concentrix
03.2023 - 02.2024
Team Member
Whataburger
02.2022 - 03.2023
Call Center Representative
Agero
12.2021 - 01.2022
Call Center Representative
TDB Communications
04.2021 - 07.2021
Telephone Banker
Wells Fargo Bank
08.2016 - 03.2021
Customer Service Representative
Convergys Corporation
05.2015 - 08.2016
Associate
Jersey Mike's Subs
05.2015 - 07.2015
Supervisor/shift Leader
Subway Restaurant
08.2013 - 04.2015
Team Member
Whataburger
02.2012 - 08.2013
High School Diploma -
Frenship High School
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