Zuleyma Marroquin
Woodbridge,VA
Summary
Customer-oriented professional with several years of progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Overview
4
4
years of professional experience
Work History
CSR Manager
Nueva Era Insurance
Alexandria, VA
10.2023 - Current
- Trained new employees on departmental processes, protocols, and procedures.
- Developed and implemented processes to improve customer service operations.
- Resolved conflicts between customers and clients and CSRs effectively and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular staff meetings to discuss CSR performance issues.
- Developed strategies to improve customer satisfaction levels.
- Provided guidance on responding to customer inquiries in a timely manner.
- Evaluated existing processes and recommended changes or improvements where necessary.
- Assisted with resolving escalated customer service complaints.
- Maintained detailed records of client interactions for future reference purposes.
- Ensured compliance with all relevant laws, regulations and standards of practice.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Handled sensitive information in a confidential manner.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Assisted with scheduling appointments for clients and visitors.
- Updated customer information in databases regularly to ensure accuracy of records.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Greeted customers warmly and made them feel welcome.
- Explained policies and procedures to visitors.
- Signed for packages, recorded deliveries and distributed to personnel.
- Assisted in the management of the company's social media accounts.
- Managed company calendar and scheduled events.
- Drafted professional business documents, spreadsheets, and correspondence.
Assistant
Online Store
Washington, DC
12.2020 - Current
- I helped maintain organization for the online shop, prepared orders for the day and maintained well under pressure
- Checked inventory worked on IOS
- Helped customers and clients narrow down what they want.
Administrative Assistant
Virginia Dance Center
Manassas, VA
08.2020 - 01.2021
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Scheduled appointments between clients and customers and internal staff members.
- Greeted visitors and provided general information about the company.
- Managed office supplies inventory and placed orders when necessary.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed database systems containing customer contact information.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
Education
Associates in Health Information Management -
Northern Virginia Community College
Woodbridge, VA07.2024
Skills
- Bilingual
- Microsoft Office
- Medical Terminology
- Basic Math
- IOS
- Leadership
- Time management
- Data entry
- Clerical experience
- Word processing
- Computer literacy
- Multi-line phone systems
- Microsoft Access
- Insurance sales
- Office management
- Anatomy knowledge
- Writing skills
- Management
- Supervising experience
- Google Suite
- Financial services
- Documentation review
- Personal assistant experience
- Calendar management
Languages
Spanish
Native/ Bilingual
Timeline
CSR Manager
Nueva Era Insurance
10.2023 - Current
Assistant
Online Store
12.2020 - Current
Administrative Assistant
Virginia Dance Center
08.2020 - 01.2021
Associates in Health Information Management -
Northern Virginia Community College
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