Vicky Luna
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Financial Services Representative
The Vanguard Group Inc.
09.2024 - Current
- Facilitated resolution of complex client inquiries, ensuring high level of service and client trust.
- Respond to a wide range of inquiries from Personal Investor clients – from financial inquiries like onboarding new clients to supporting them through their retirement.
- Maintain strong performance metrics.
Increase functional expertise through direct upskilling and training programs. - Lead with compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.
Call Center Representative
Best Western Global Operations Center
10.2023 - 09.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Customer Service Representative
Albertsons Corporate
06.2016 - 09.2023
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders..
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Tolleson Union High School
Tolleson, AZ05.2012
Skills
- Documentation and reporting
- Customer/Client relations
- Claims Processing and Collaboration
- Office administration
- Inbound and Outbound Calling
- Professional demeanor
- Multi-Line Telephone Systems
- Telephone etiquette
- Bilingual (Spanish)
- Logging call information
- Claims Review
- Diagnostic Codes
- Active Listening
- Accounts Payable and Accounts Receivable
- Claims History Analysis
Timeline
Financial Services Representative
The Vanguard Group Inc.
09.2024 - Current
Call Center Representative
Best Western Global Operations Center
10.2023 - 09.2024
Customer Service Representative
Albertsons Corporate
06.2016 - 09.2023
High School Diploma -
Tolleson Union High School
Similar Profiles
Isaac LeeIsaac Lee
Network Engineer, Specialist at The Vanguard Group Inc.Network Engineer, Specialist at The Vanguard Group Inc.
Yogesh JadhavYogesh Jadhav
Head of Investment Systems Technology at The Vanguard Group Inc.Head of Investment Systems Technology at The Vanguard Group Inc.
Aathira AjithAathira Ajith
Agility Lead /Agile Scrum Master at The Vanguard Group Inc.Agility Lead /Agile Scrum Master at The Vanguard Group Inc.
Guogeng(Hogan) HuangGuogeng(Hogan) Huang
Information Security Analyst at The Vanguard Group Inc.Information Security Analyst at The Vanguard Group Inc.
Alexandra BerryAlexandra Berry
Service Coordinator at Presidential Pools, Spas & PatioService Coordinator at Presidential Pools, Spas & Patio