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
Yuma, AZ
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
Yuma, AZ
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
Yuma, AZ
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
Yuma, AZ
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
Yuma, AZ
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
San Luis, AZ
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
San Luis, AZ
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
Yuma, AZ
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