Highly motivated Customer Service Representative with 8 + years of experience providing customer support in busy call center environments for the Travel Assistance and Banking industry.
Dedication and commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills: listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Account Management Skills
Extensive experience in servicing customers, both in-person and by telephone, in the hospitality and Travel Assistance industry. Ability to understand and respond to client inquiries timely and accurately.
Superior communication skills in dealing with customers, co-workers, and employees. With verbal and written skills are strong.
Well-organized and highly efficient working in a multi-tasking dynamic environment.
Ability to quickly learn, use, and understand new technology.
Languages: English, Spanish, and Portuguese.
An independent self starter
Experience with planing, organizing, and supervising the work of others.
Assistance CoordinatorAug 2012 to Mar 2016 AXA Assistance USA － Chicago, IL
Developed and implemented 5 new B2C products within the Latin American region to increase market share, and boost annual sales by 15% in Q4 2015.
Successfully partnered with e-commerce team to launch a new Travel Insurance website to sell our products directly to consumers without intermediaries in Q3 2015.
Promoted from Account Representative to Senior Account Manager within a year.
Liaised with the Sales team to launch annual sales campaigns to promote new and existing products and services across the region.
Maintained excellent relationships with clients, and developed new products to enhance our portafolio of business.
Traveled extensively within the U.S.
and Latin America.
Client Services Sales RepresentativeApr 2008 to Jun 2012 Allianz Global Assistance － Richmond, VA
Provided exceptional service to over 15,000 members in 25 accounts.
Expertly serviced members of the Federal Employee Program (FEP) and BlueCard WorldWide (BCWW) program containing over 55,000 members.
Skillfully negotiated medical benefits and provided plan/contract administration.
Developed closed ties with clients to ensure complete satisfaction as well as lasting productive relationships.
Delivered presentations to a highly educated audience, negotiated best renewal rates and facilitated the development of company manuals, brochures to better serve customers and promote our business.
Trained and mentored new Account Managers.
Financial AnalystJun 2005 to Feb 2008 Bank of Guayaquil
Quito - Ecuador Bank of Guayaquil is Ecuador's second-largest private bank, serving approximately 1.6 million customers with an extensive network of 4,000 neighborhood banks, 200 national offices, and nearly 900 automatic teller machines (ATMs) throughout the country.
Size: 3,000 + employees.
Revenue: $379 million USD.
Selected Accomplishments: Successfully improved the commercial accounts cash flow and accounts receivables process.
We recouped over 5M in past due balances over the course of 11 months.
I liaised with Finance and Treasury to redefine payment terms, enforce better paying discipline, centralize the master data process and to identify who should ultimately manage customer data.
Tighten user controls to ensure data accuracy and permit read-only access to authorized individuals to ensure others cannot override customer data without proper sign-off.
Successfully managed various small and large project portfolio ranging from 10K-100K, and supported PMO office with risk management, quality assurance, and change management initiatives.
Continuously provided accurate executive analysis and made key recommendations to the Senior Committee to stay on target with the bank's financial objectives.
Over the course of 2 years, my feedback influenced Senior Management to make the appropriate decisions to reduce past due balances by 25%, and to create higher accountability for commercial accounts over $500K by reducing overdraft limits and restricting frequent changes to payment terms for short-term credit.
Bachelor of Science, Business AdministrationMay 2005Virginia Commonwealth University － Richmond, VA, USABusiness Administration
Certificate, IT Project ManagementApril 2014Illinois Institute of Technology － Chicago, IL, USA
2016Essentials of Human Resources (EHR)
DePaul University － Chicago, IL, USA
Bilingual: English and Spanish, and fluency in