Veronica Lugo
Yuma,AZ
Summary
Dedicated mail services specialist with a proven track record in managing mail and packages, ensuring precise sorting and timely distribution. Recognized for reliability, adaptability, and a strong commitment to team collaboration and achieving results. Expertise in customer service complements a focus on maintaining operational efficiency and driving productivity in fast-paced environments. A proactive approach to problem-solving consistently enhances workflow and supports organizational goals, contributing to overall success.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Social Security Administration, SSA
07.2023 - Current
- Resolved customer inquiries in both English and Spanish, enhancing communication and satisfaction.
- Adapted quickly to fast-paced settings, maintaining productivity and team collaboration.
- Demonstrated capacity to rapidly acquire new skills and adjust to evolving environments.
- Fostered a positive environment through respectful interactions and a commitment to helping others.
PSE Clerk
United States Post Office
10.2018 - 07.2023
- Used automated mail processing equipment to sort and collate mail.
- Sorted mail according to size, shape, and destination.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Loaded and unloaded shipping containers and vehicles.
Customer Service Representative
Farmers Insurance Agency
10.2019 - 06.2022
- Managed customer inquiries and resolved issues promptly in a high-pressure setting to ensure satisfaction.
- Enhanced customer satisfaction through proactive strategies aimed at identifying and addressing customer needs.
- Managed customer telephone inquiries promptly to enhance service efficiency.
- Fostered customer loyalty to drive repeat business and enhance sales performance.
- Assessed customer inquiries and offered personalized solutions, focusing on specific needs and wants.
- Surpassed daily sales and product add-on targets consistently.
Customer Service Representative Specialist
American Family Insurance
05.2017 - 10.2018
- Delivered primary customer support to internal and external clients in a dynamic environment.
- Enhanced customer satisfaction through proactive strategies aimed at identifying and addressing customer needs.
- Addressed customer inquiries regarding products, services, and company information.
- Responded to customer questions to enhance understanding of current sales, pricing, and upcoming changes within the company.
- Entered customer interaction details in system to track requests, document problems and record solutions offered.
Customer Service Representative
Convey Health Solution
07.2014 - 03.2015
- Capable to multitask; listen to customer’s request, and make notes at the same time.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Agent
ACT
12.2012 - 06.2013
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best available product for needs.
- Resolved caller issues quickly and thoroughly.
- Documented caller information in different applications.
Sales Representative
ACT
08.2010 - 11.2011
- Exceeded established sales goals.
- Documented all customer interactions using different applications to capture data in processing system.
Customer Service Representative
NCO
07.2009 - 03.2010
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Regularly exceeded daily sales and product add-on quotas.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Yuma High School
Yuma,AZ05-2007
Skills
- Efficient package handling
- Safety compliance
- Freight handling
- Organizing filing systems
- Client support
- Effective listening
- Efficient data input
- Issue resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Social Security Administration, SSA
07.2023 - Current
Customer Service Representative
Farmers Insurance Agency
10.2019 - 06.2022
PSE Clerk
United States Post Office
10.2018 - 07.2023
Customer Service Representative Specialist
American Family Insurance
05.2017 - 10.2018
Customer Service Representative
Convey Health Solution
07.2014 - 03.2015
Agent
ACT
12.2012 - 06.2013
Sales Representative
ACT
08.2010 - 11.2011
Customer Service Representative
NCO
07.2009 - 03.2010
High School Diploma -
Yuma High School