Jennifer Lazo
Brampton,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Allstate Corp
07.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Handle client claims calls. Provide support and guidance when handling First Notice of Loss (FNOL) initial claim calls; Document loss details in the claim system and perform specific tasks and ensure claim is transferred/assigned to Claim Advisors.
EVERYDAY BANKING ASSOCIATE
BANK OF MONTREAL
01.2021 - 06.2022
- Understand customer needs and provide credit and lending-related sales and service to customers
- Fulfill sales and service activities for customers in accordance with approved procedures
- Escalate complex or unresolved customer situations to managers as required
- Analyze customer needs and provides advice related to personal banking and credit card strategies in the best interests of customers
- Manage all transactional outcomes of customer calls or defer to appropriate internal business groups.
FINANCE MANAGER
GO DODGE MISSISSAUGA
01.2019 - 01.2021
- Developed and maintained relationships with clients, vendors and banks
- Planned, organized, executed and supervised implementation of goals
- Received and approved auto loan applications and managed multiple files
- Proficient with 180, ADP and CDK; ability to operate PC-based software
- Ability to sell minimum quota according to dealership objective
- Reviewed and analyzed client credit; qualified and approved applications for auto finance closed sales contracts
- Ability to maintain strictest level of confidentiality.
EARLY CHILDHOOD EDUCATOR
DUFFERIN PEEL CATHOLIC DISTRICT SCHOOL BOARD
01.2011 - 01.2018
- Supervised and drive course curriculum developing students' capacity to learn within the educational board requirements
- Communicate with families on growth and children's day to day activities throughout the school term
- Coordinate and host all children's extra-curricular activities and school events ensuring proper physical and mental health.
Education
CULTURE, LANGUAGE & TEACHING -
YORK UNIVERSITY
Toronto, ONEARLY CHILDHOOD EDUCATION -
SHERIDAN COLLEGE
Mississauga, ON04.2008
Skills
- Problem Resolution
- CRM Software
- Data Entry
- Microsoft Office Suite
- Customer Service
- De-Escalation Techniques
- Upselling
- Needs Assessment
Languages
English
Native or Bilingual
Spanish (fluent)
Native or Bilingual
Activities
- Endurance Sports: Soccer, Cross fit, Hiking, Volleyball
- Volunteer Work: Organize, distribute, and display goods.
- Tutoring: Spanish/Math for 3+ years
Certification
- OTL License
Timeline
Customer Service Agent
Allstate Corp
07.2022 - Current
EVERYDAY BANKING ASSOCIATE
BANK OF MONTREAL
01.2021 - 06.2022
FINANCE MANAGER
GO DODGE MISSISSAUGA
01.2019 - 01.2021
EARLY CHILDHOOD EDUCATOR
DUFFERIN PEEL CATHOLIC DISTRICT SCHOOL BOARD
01.2011 - 01.2018
CULTURE, LANGUAGE & TEACHING -
YORK UNIVERSITY
EARLY CHILDHOOD EDUCATION -
SHERIDAN COLLEGE
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