Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
Generic

Virginia Alonso

Mesa,AZ

Summary

Dynamic and detail-oriented professional with extensive experience at State Farm, excelling in customer service and problem-solving. Proven ability to enhance team performance through effective communication and training. Skilled in critical thinking and adept at managing high call volumes and tasks while maintaining a friendly demeanor, ensuring exceptional client satisfaction.



Overview

23
23
years of professional experience

Work History

Claim Support

State Farm
06.2019 - Current
  • Ensured accuracy and compliance of legal documents with court standards and State Farm protocols.
  • Collaborated closely with legal teams to assemble, organize, and prepare case files and documents for active litigation.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Serving as support for claim handlers.
  • File police reports to claims.
  • Route emails to the correct department.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a fast-paced team environment.

Credit Union Specialist

State Farm
02.2018 - 06.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Call Monitoring Specialist

State Farm
04.2013 - 02.2018
  • Monitored and analyzed call interactions to ensure compliance with company standards.
  • Provided feedback to agents on performance, enhancing customer service quality.
  • Developed training materials based on call evaluations to improve team skills.
  • Collaborated with management to implement process improvements for call handling efficiency.
  • Conducted regular audits of calls to identify trends and areas for development.
  • Assisted in the creation of reporting tools to track key performance indicators.
  • Led initiatives promoting best practices in customer interaction and engagement strategies.
  • Mentored new staff on monitoring processes, fostering a culture of continuous improvement.
  • Supported agent development by providing coaching and guidance on effective call handling techniques.
  • Achieved high-quality assurance scores through strict adherence to evaluation criteria when assessing agent performance.
  • Facilitated open dialogue between agents and supervisors, encouraging ongoing feedback exchange for personal growth and development within the team.

Bank Customer Service Specialist

State Farm
04.2008 - 06.2013
  • Delivered exceptional customer support, addressing inquiries and resolving issues efficiently.
  • Utilized CRM software to track customer interactions and enhance service quality.
  • Collaborated with team members to streamline communication processes within the department.
  • Trained new staff on operational procedures and customer service best practices.
  • Mentored junior staff, fostering a culture of continuous improvement and professional development.
  • Trained junior staff in Spanish, in order to get them to the level to pass their Spanish proficiency test.
  • Handled complex retirement accounts.
  • Delivered timely responses to email inquiries from clients while managing other daily responsibilities effectively.
  • Navigated multiple software systems proficiently to provide seamless service experiences for clients during each interaction.
  • Assisted customers with loan applications, enabling them to make informed financial decisions.
  • Conducted daily transactions efficiently, ensuring accurate cash handling and balancing of teller drawer.

Customer Service Specialist

State Farm
02.2002 - 04.2008
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Enhanced customer satisfaction by providing timely and accurate information regarding policies and claims.
  • Streamlined claims processing procedures to improve efficiency and reduce turnaround times.
  • Trained new staff on customer service protocols, enhancing team performance and service delivery standards.
  • Implemented feedback mechanisms to gather client insights, driving continuous service improvement initiatives.
  • Collaborated with cross-functional teams to address complex customer needs, fostering a cohesive service approach.
  • Monitored service metrics to ensure compliance with company standards and identify areas for enhancement.
  • Led workshops aimed at improving conflict resolution skills among team members, boosting overall team effectiveness.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

Education

Associate of Arts - General Studies

Maricopa Community Colleges, Mesa Community College
Mesa, AZ
01-2027

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Proactivity
  • Time management
  • Attention to detail
  • Dependable and responsible
  • Multitasking
  • Experienced Notary Public
  • Office environment experience
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Decision making
  • Ability to prioritize workload
  • Active listening

Languages

Spanish
Native or Bilingual

Interests

  • Music
  • Baking
  • Historical Exploration

Timeline

Claim Support

State Farm
06.2019 - Current

Credit Union Specialist

State Farm
02.2018 - 06.2019

Call Monitoring Specialist

State Farm
04.2013 - 02.2018

Bank Customer Service Specialist

State Farm
04.2008 - 06.2013

Customer Service Specialist

State Farm
02.2002 - 04.2008

Associate of Arts - General Studies

Maricopa Community Colleges, Mesa Community College

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