Yaritza Collins
Summary
Dynamic and bilingual customer service representative with 19 years of experience in handling incoming calls and resolving customer issues. Fluent in English and Spanish, dedicated to maintaining the highest level of customer satisfaction while efficiently processing large volumes of calls in fast-paced office environments. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Reputation for reliability and adaptability, complemented by a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to the growth of the organization.
Overview
19
19
years of professional experience
Work History
Production Support Specialist
LIBERTY MUTUAL INSURANCE / SAFECO INSURANCE
11.2023 - Current
- Enhanced production efficiency by streamlining processes and implementing best practices.
- Utilized data-driven decision-making methods to improve workflow efficiency.
- I provide essential support for the Spanish workflow by handling Spanish emails and phone calls effectively.
- I am currently trained and involved on the Aerial workflow project.
- Trained to work with IVT - Specialty Data Accuracy First Notification.
Bilingual Customer Service Representative
Liberty Mutual Group
10.2005 - 11.2023
- Identified and responded to customer requests and concerns through email and phone for both English and Spanish -speaking customers.
- Developed a deep understanding of customer service principles and customer service best practices.
- Met and exceeded customer service objectives by providing superior customer service to English and Spanish speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Responded to customer calls and emails to answer questions about products and services.
- Documented customer service policies, scripts and procedures in English and Spanish.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted customers with inquiries in a timely and professional manner.
- Met all call quality standards and daily quotas for first-call resolution.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Emilio R Delgado
Skills
- Problem-solving
- Call center operations
- Bilingual (Spanish)
- Fast learner
- Adaptability
- Writing
- Time management
- Problem Solving
- Organization
- Team work
- Active listening
- PCustomer Service
- Critical thinking
Accomplishments
2007 COE Recipient.
Languages
Spanish
Native or Bilingual
Timeline
Production Support Specialist
LIBERTY MUTUAL INSURANCE / SAFECO INSURANCE
11.2023 - Current
Bilingual Customer Service Representative
Liberty Mutual Group
10.2005 - 11.2023
High School Diploma -
Emilio R Delgado
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