JESUS GUTIERREZ
Canoga Park,CA
Summary
Seeking to pursue the role of Process Improvement Manager with a solid background as a dynamic Customer Service Representative 3 with a proven track record at Elevance Health. Recognized for exceptional problem resolution and active listening skills. Consistently exceeded performance metrics, fostering customer satisfaction through empathetic conflict resolution. Adept at coaching new hires and enhancing operational processes, contributing to overall team success and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Customer Service Representative 3
Elevance Health
12.2006 - Current
- Resolved customer complaints with empathy, resulting in increased customer satisfaction and positive survey feedback from customers
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team with at least 35 calls per day.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided second level team support for my department as a lead in taking supervisory calls, handling supervisory issues and maintaining inventory
- Assisted with the development of the Call Center's operations, quality and training processes during peak seasons to help train temp to hire positions.
- Collaborated with upper management on appropriate changes to improve customer satisfaction.
- Assisted in enforcement of Service Center policies, procedures and quality assurance measures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts over the phone.
Customer Service Representative
Farmers Insurance Company
10.2004 - 12.2006
- Enhanced customer satisfaction by promptly resolving concerns and complaints.
- Exhibited high energy and professionalism when dealing with customers and staff within the call center.
- Provided accurate and appropriate company information in response to customer inquiries.
Education
Certificate in Customer Services Rx
Anthem Blue Cross
Woodland Hills, CA2012
Certificate in Main Frame Call Care Systems
Anthem Blue Cross
Woodland Hills, CA2006
Certificate in Information Technology
UEI College
Van Nuys01-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- De-escalation techniques
- Live chat support
- Research
- Account updating
- Recordkeeping strengths
- Professional telephone demeanor
Timeline
Customer Service Representative 3
Elevance Health
12.2006 - Current
Customer Service Representative
Farmers Insurance Company
10.2004 - 12.2006
Certificate in Customer Services Rx
Anthem Blue Cross
Certificate in Main Frame Call Care Systems
Anthem Blue Cross
Certificate in Information Technology
UEI College
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