Yvonne Cerrillo
Summary
Experienced Agency Manager with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
GC Services
1323 Lee Trevino Dr
09.2023 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Agency Manager
Pronto Insurance Company
El Paso, TX
09.2019 - 03.2022
- Guided and maintained oversight of agency
- Sell through partner organizations
- Train and mentor sales team
- Ensure grassroots marketing daily
- Develop new business and grow with existing business partners
- Making daily and nightly bank deposits
- Ensuring payments, renewal calls and new sales being accurately done
- Analyzing monthly and weekly financial statements
- Developing sales reports as needed
Data Entry Clerk
BBN Consulting
El Paso, TX
11.2016 - 09.2017
- Perform duties to varied and diverse to be classified in any office clerical occupation
- Payroll
- Limited dispatching
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Identified and corrected data entry errors to prevent duplication across systems.
- Followed data program techniques and procedures to maintain data entry requirements.
Administration Assistant
BMC West
El Paso, TX
03.2013 - 09.2016
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided secretarial and office management support
- Handled payment processing and provided customers with receipts and proper bills and change.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Completed basic bookkeeping and document filing.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
Education
GED -
International Business College - El Paso
El Paso, TX07.2009
Skills
- Supervision & leadership
- Insurance and financial service
- Marketing/Social Marketing
- Bilingual
- Administering payroll
- Customer service
- Data management
- Account updating
- Call center experience
- Critical thinking
- Active listening
Accomplishments
- Promoted from a sales agent to Agency Manager, in less than 12-months.
- Recognized as Employee of the week for outstanding performance and team contributions.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
GC Services
09.2023 - 03.2025
Agency Manager
Pronto Insurance Company
09.2019 - 03.2022
Data Entry Clerk
BBN Consulting
11.2016 - 09.2017
Administration Assistant
BMC West
03.2013 - 09.2016
GED -
International Business College - El Paso