Veronica Y. Licea
Albuquerque
Summary
Results-driven professional with extensive experience in sales, customer service, and management. Skilled in effective team management and harnessing diversity within teams, while leading with integrity and loyalty. Excited to contribute skills and expertise to this company. Recognized for excellent communication skills and ability to lead and make informed decisions. With over 15 years dedicated to customer satisfaction, known for accuracy and efficiency, thriving in fast-paced environments by leveraging time management abilities, attention to detail, and multitasking capabilities. Demonstrating strong analytical, communication, and teamwork skills, proven ability to quickly adapt to new environments. Able to handle multiple tasks effectively and efficiently in fast-paced settings. Proficient in computer skills and eager to contribute to team success while further developing professional skills. Bringing a positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Defined Contribution Representative
Fidelity Investments
09.2020 - 01.2022
- Maintained sensitive information with strict confidentiality and modeled ethics, and professionalism.
- Ensured timely and accurate processing of contribution changes, and distribution transactions for participants.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Answered inbound calls warmly and with dedicated greetings to set tone of customer experience and provide friendly interactions.
- Learned and followed all organizational policies and procedures.
- Followed government rules and regulations to provide accurate information to participants regarding 401k withdraws.
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
- Assisted customers in navigating online portals for self-service options related to their 401k accounts.
Employer Health Insurance Agent
Fidelity Investments
09.2019 - 01.2022
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Used WIOLR, HOBBS, and internet websites to process benefit transactions.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Enhanced team productivity by providing ongoing training and support to new hires.
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
- Exceeded performance metrics consistently, demonstrating commitment to quality service delivery in a competitive market.
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations.
- Conducted thorough research on complex cases, ensuring accurate information was provided to policyholders and healthcare providers.
- Achieved high levels of customer satisfaction through prompt resolution of escalated issues by liaising with relevant departments effectively.
- Assisted customers in navigating online portals or mobile applications for self-service options related to their health insurance accounts.
- Developed strong relationships with clients and healthcare providers through clear communication and empathy during challenging situations.
- Educated clients on insurance policies and procedures.
Assistant Store Manager
Cricket Wireless AT&T
08.2008 - 09.2019
- Fostered a customer focused environment
- Enforced company policies and procedures
- Merchandised the store to ensure that every effort is made to increase sales through displays while adhering to district guidelines
- Address customer complaints/concerns in an urgent and friendly manner.
- Change orders
- Monthly cash counts and alarm tests per guidelines
- Order inventory, office supplies, selling/advertising paperwork/equipment, and cleaning supplies
- Drive profitable sales by properly preparing for and setting up table events
- Ensured trainings are completed in compliance with deadlines
- Coordinate repairs and service tickets for the store as needed
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Assisted in recruiting, hiring, and training of team members
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions minimizing discrepancies
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Rotated merchandise and displays to feature new products and promotions.
- Responded to customer concerns quickly, working with the manager to significantly raise customer satisfaction ratings.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
Education
High School Diploma -
Del Norte High School
Albuquerque, NM05-2003
Skills
- Exquisite customer support
- Goal-oriented mindset
- Efficient in acquiring new skills
- Data entry proficiency
- Efficient call handling
- Leader
- Excellent communication
- Attention to detail
Timeline
Defined Contribution Representative
Fidelity Investments
09.2020 - 01.2022
Employer Health Insurance Agent
Fidelity Investments
09.2019 - 01.2022
Assistant Store Manager
Cricket Wireless AT&T
08.2008 - 09.2019
High School Diploma -
Del Norte High School
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