Yetsie Munguia
Orlando,Florida
Work Preference
Summary
Solution-oriented Sales & Customer Service Representative with 7 years of experience specializing in rapid problem identification and resolution within fast-paced call centers. I am Empathetic Customer Support & Sales Representative recognized for turning complex service challenges into upselling opportunities. I am great at managing high-volume inbound calls high-level customer support with a strong background in insurance and financial services. Experienced in supporting policyholders, resolving billing and coverage issues, and guiding customers through claims and payment solutions. Trusted for empathy, accuracy, and professionalism while maintaining compliance and high customer satisfaction.
Overview
7
7
years of professional experience
Work History
Bilingual Consultant
Progressive Casualty Insurance
01.2023 - Current
- Handled a variety of tasks to ensure customers had a positive experience with Progressive. Provided information about customers policies and coverage options. Assisted customers with claims processing and resolving any issues or concerns that may arise. Processed policy changes, updates, and renewals. Provided guidance on premium payments & billing inquiries. Educated customers on insurance products and services to help them make informed decisions. Collaborated with other departments such as underwriting, claims, and snapshot to ensure a seamless customer service experience. Overall I play a crucial role in building and maintaining positive relationships with customers while also ensuring that the insurance needs are met effectively and efficiently.
- Led cross-functional teams to enhance operational efficiency and streamline processes within insurance services.
- Analyzed client data to identify trends, driving targeted improvements in product offerings and service levels.
- Led cross-functional teams to implement process improvements, enhancing operational efficiency and client satisfaction.
- Developed and executed strategic initiatives to streamline claims processing, resulting in reduced turnaround times.
- Mentored junior consultants, fostering skill development and promoting a culture of collaboration and excellence.
Bilingual Customer Service Rep
AssistRx
02.2025 - 11.2025
- Guided patients through the full enrollment process for financial assistance programs for high cost medications. Screened eligibility, collected documentation, and explained program requirements in English and Spanish. Worked closely with specialty pharmacies to ensure insurance claims were submitted correctly and paid successfully.
- Resolved complex issues efficiently, enhancing customer satisfaction and loyalty through effective problem-solving techniques.
- Maintained accurate records of customer interactions using CRM software, ensuring data integrity and accessibility.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and -speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Delivered exceptional bilingual support to diverse customer inquiries across multiple communication channels.
Collections Representative
J.P Morgan Chase
01.2019 - 06.2020
- Responsible for contacting customers who have overdue payments on their credit card accounts. Explain the consequences of non payment such as late fees, interest charges, and potential credit score impact. Developed repayment plans with customers based on their financial situation and ability to pay. Adhering to all regulatory requirements and company policies related to debt collections practices. In all I played a vital role in helping customers resolve their overdue payments while also protecting the financial interests of the credit card issuer.
Education
High School Diploma -
Cadest Collegio
Skills
- Sales
- Customer Service
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Integrity and honesty
- Strategic planning
- Issue resolution
- Project leadership
- Goal setting
- Time management
- Client engagement
- Quality assurance
Languages
Spanish
Professional Working
Timeline
Bilingual Customer Service Rep
AssistRx
02.2025 - 11.2025
Bilingual Consultant
Progressive Casualty Insurance
01.2023 - Current
Collections Representative
J.P Morgan Chase
01.2019 - 06.2020
High School Diploma -
Cadest Collegio