Iliana Garcia

• Ensured compliance with strict federal procedures and documentation standards, safeguarding passenger security
• Verified identification and handled sensitive personal information with accuracy and confidentiality
• Delivered customer service to 500+ passengers daily in fast-paced environment, ensuring positive travel experiences
• De-escalated stressful situations while maintaining professionalism and empathy
• Coordinated line management and flow to enhance efficiency and minimize wait times for passengers
• Communicated clearly with diverse populations, including non-English speakers

• Served as central point of contact, facilitating daily operations in high-volume environment serving 500+ individuals.
• Provided professional, compassionate assistance to diverse populations, ensuring a welcoming and respectful environment.
• Coordinated services through clear communication with staff, leadership, and partner agencies, ensuring seamless daily operations.
• Demonstrated strong multitasking and problem-solving skills while handling urgent situations in a fast-paced setting.
• Responded to and documented incidents, maintaining accurate records and following established reporting procedures.
• Managed sensitive and confidential information with discretion and accuracy.
• Assisted leadership with administrative tasks, tracking statistics and organizing records to enhance operational efficiency.
• Assisted with data entry, document management, and preparation of reports to meet organizational requirements.

Member Service Specialist

• Delivered exceptional customer service to 200+ members daily in a fast-paced environment, ensuring a welcoming and professional experience.
• Served as a front-line point of contact, greeting individuals, answering questions, and directing them to appropriate services.
• Managed high-volume phone and in-person interactions while multitasking efficiently and maintaining accuracy.
• Resolved member concerns promptly with professionalism, strong problem-solving skills, and attention to detail.
• Maintained organized workstations and accurate records to support smooth daily operations.
• Handled sensitive information with discretion while ensuring compliance with company policies.
• Assisted with administrative tasks including data entry, report tracking, and closing daily sales/accounting reports.
• Collaborated with team members and leadership to improve processes and enhance overall service experience.
• Demonstrated flexibility and reliability by supporting multiple roles throughout the day as needed.

• Delivered friendly, high-quality customer service to enhance customer satisfaction in fast-paced environment.
• Maintained a calm and professional demeanor during high-volume periods.
• Managed multiple responsibilities to sustain positive customer experience during peak hours.
• Assisted with training and onboarding new team members.
• Enforced safety protocols to ensure safe environment for staff and customers.
• Provided excellent customer service by responding to inquiries quickly and professionally.

• Responsibilities include maximizing sales volume, maintaining visual standards, demonstrating good communication skills, and ensuring customer service is the number one priority.
• Always maintained in a professional image.
• Willingness to rotation of hours.

• Taking 70-80 inbound calls a day promptly in both English and Spanish answering questions regarding auto policies.
• Resolving challenging and complex issues for customers in their auto policies.
• Work individually and within the team to achieve production goals and quality standards.
• Determine clients' particular needs and financial situations.