Priscilla Vega
Los Angeles
Summary
Customer service professional with extensive experience in optimizing digital operations and enhancing customer engagement strategies. Strong analytical skills support data-driven decisions that improve service delivery and operational efficiency. Aiming to leverage diverse expertise to foster innovation and meet organizational objectives.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Core Specialist
John Hancock
Boston
03.2023 - 12.2025
- Supported end-to-end policy servicing functions, including billing review, payment processing support, and account maintenance
- Managed policy and client documentation within Salesforce and core processing systems to ensure data integrity and compliance
- Ensured accuracy and completeness of client and policy data across multiple enterprise platforms
- Partnered cross-functionally with billing, underwriting, and operations teams to research and resolve complex policy discrepancies
- Operated across multiple enterprise systems simultaneously to support efficient case processing and workflow continuity
- Routed complex or non-standard cases to appropriate internal business units for advanced review and resolution
- Supported internal stakeholders by providing accurate product, policy, and procedural guidance
- Contributed to operational quality standards by ensuring accuracy, timeliness, and regulatory adherence across all servicing activities
- Supported client lifecycle servicing by ensuring seamless internal processing and case progression
- Systems & Platforms: Salesforce, Infosys, McCamish, AWS, Citrix Workspace, and additional enterprise insurance servicing and workflow management platforms.
Digital Operations
MassMutual
Springfield
01.2021 - 01.2023
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction.
- Identified needs of customers promptly and efficiently.
- Handled customer inquiries regarding account statuses and payments.
- Cultivated strong relationships with clients through consistent and proactive communication.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Processed and verified customer invoices accurately and efficiently.
- Resolved billing discrepancies through effective communication with clients.
- Maintained billing records using industry-standard software systems.
- Assisted in preparing financial reports for management review.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted thorough assessments of client insurance requirements and coverage options.
- Presented policy options clearly to clients, addressing any questions or concerns.
- Collaborated with underwriters to ensure accurate policy quotations and approvals.
- Collaborated with underwriters and other departments during policy renewal process.
- Stayed updated on industry trends and changes in insurance regulations and policies.
- Provided support during claims process, guiding clients through necessary steps.
- Participated in training sessions to enhance product knowledge and sales techniques.
- Conducted market research to identify potential customers and develop new business opportunities.
- Analyzed risk factors and recommended suitable coverages for clients.
Operations Manager, Executive Assistant
Nissan
Boston
10.2014 - 01.2021
- Served as primary liaison and executive support partner to dealership ownership, facilitating strategic initiatives, reporting, and daily operational decision-making.
- Led central operations across multiple dealership locations, maintaining consistency in performance, compliance, and operational execution.
- Oversaw workforce performance and productivity across approximately 25 sales professionals and 30 service department team members, ensuring quality, efficiency, and revenue alignment
- Managed full-cycle hiring processes, including candidate screening, interview coordination, onboarding support, and workforce development planning.
- Maintained compliance oversight for vehicle sales operations, ensuring Nissan brand standards and state regulatory requirements were consistently met
- Monitored departmental workflow performance across sales, service, and administrative functions to ensure operational continuity.
- Acted as a cross-functional hub linking sales leadership, service management, finance, and ownership.
- Supported audit readiness, documentation standards, and operational reporting across dealership departments
- Attended external and manufacturer-aligned trainings, translating learnings into internal team process improvements and performance coaching.
- Led knowledge transfer initiatives, delivering training, process updates, and operational best practices to dealership staff
- Supported high-level business operations including scheduling, vendor coordination, internal communications, and executive-level project support
- Contributed to revenue-supporting initiatives by ensuring operational efficiency, staff readiness, and customer lifecycle continuity across departments
- Recognized as a key operational resource and trusted leadership support across multiple business functions
- Managed social media content and crafted engagement strategies.
- Performed market research to inform and enhance campaign development.
- Worked with team to establish project timelines and ensure deliverables are met.
- Oversaw email marketing campaigns and analyzed response metrics.
- Assisted in planning and organizing events for product launches and promotions.
- Analyzed competitors' marketing strategies to identify insights and best practices.
- Tailored marketing strategies to align with consumer preferences and expectations.
- Responded promptly to customer inquiries via phone calls and emails while maintaining a friendly attitude.
- Supported development and execution of various marketing campaigns.
Founder & Owner | Retail & E-Commerce Business
Pink Accessories
Braintree
09.2013 - 01.2017
- Founded, scaled, and operated a successful brick-and-mortar retail store alongside a high-performing e-commerce business. Maintained full ownership of strategic planning, daily operations, financial management, marketing, and team leadership while driving consistent revenue growth and brand expansion across physical and digital channels.
- Directed business operations, overseeing retail management, online sales execution, staffing, inventory planning, and customer experience optimization to enhance operational performance.
- Designed and executed multi-channel marketing strategies that increased brand visibility, expanded the customer base, and boosted in-store and online sales.
- Recruited, trained, and managed employees, implementing structured onboarding and performance development programs that resulted in consistent annual revenue growth exceeding 7%.
- Monitored sales performance across retail and online platforms, using data insights to inform purchasing, promotions, and staffing decisions.
- Managed budgets, controlled operating costs, and optimized pricing strategies to maximize margins.
- Analyzed monthly Profit & Loss statements to monitor financial health, identify growth opportunities, and improve product and service profitability.
- Planned and delivered comprehensive promotional campaigns, including graphic material design, seasonal promotions, product launches, and in-store merchandising.
- Coordinated and hosted promotional events that increased foot traffic, strengthened community engagement, and fostered customer loyalty.
- Built and maintained a strong brand identity through strategic storytelling, visual merchandising, and customer-focused messaging.
- Grew social media platforms organically to 267K Instagram followers and 245K Facebook followers, significantly increasing customer engagement and cultivated a loyal customer base through personalized service.
- Delivered end-to-end customer support across in-store and digital platforms, ensuring high satisfaction and long-term retention.
Customer Service Lead
Honeywell Safety Products
Smithfield
01.2010 - 02.2012
- Sought to surpass call center metrics while delivering exceptional customer service.
- Managed client interactions, addressing inquiries and concerns about products/services to enhance customer experience.
- Deliver efficient and accurate responses, explaining viable solutions to ensure client satisfaction.
- Practiced active listening, confirmed details, and defused escalated situations.
- Foster trust-based relationships with clients and team members, promoting reliability.
- Expertly utilize software, databases, scripts, and tools for streamlined communication.
Sales Consultant
Nissan
East Providence
03.2007 - 12.2009
- Met customers on lot and in showroom to discuss available vehicles and options.
- Followed up on warm Internet leads, addressing customer questions about vehicle availability, pricing, and options to facilitate informed purchasing decisions.
- Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
- Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
- Negotiated purchase prices and explained sales, warranty and optional products.
- Handled customer enquiries via telephone and email, ensuring timely and accurate responses to enhance customer satisfaction.
- Prepared purchased vehicles and completed final delivery checks.
- Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Developed strategies to achieve personal sales goals aligned with dealership productivity standards, driving consistent performance.
Education
Bachelor of Science - Business Administration and Management
University Of Massachussetts
Boston, MA01-2028
Skills
- Administrative support
- Calendar management
- Call handling
- Meeting coordination
- Travel coordination
- Expense processing
- Coverage-Based Administrative Support
- Professional communication
- Meeting Notes & Information Distribution
- Stakeholder communication
- Confidential information handling
- Agile support
- Task prioritization
- Team flexibility
- Proactive Problem Solving
- Ability to Work Autonomously
- Team collaboration
- Event support
- Document preparation
- Workflow organization
- Google Workspace (Docs, Sheets, Calendar, Gmail)
- Microsoft Word & Excel
- Presentation Tools (PowerPoint, Canva)
- Expense & Travel Management Systems
- Industry trends awareness
- Curiosity-Driven Learning Mindset
- Growth-Oriented & Feedback-Receptive
- Business Operations & Retail Strategy
- Team development
- Brand Management
- Process optimization
- Operational Strategy Development
- Project Coordination
- Process Improvement Research
- Administrative Digital Tools
- Internal Communication Campaigns
- Multitasking and prioritization
- Document Management Systems
- Office Technology Utilization
- Visual Communication Development
- Professional Correspondence
- Event Coordination
- Performance Metrics Tracking
- Effective Task Management
- Operational Process Strategies
- Administrative Workflow Management
- Deadline Adherence
- Team Coordination Oversight
- Internal Communication Tools
- Collaboration Platforms
- Information Organization
- Stakeholder Analysis
Certification
- Executive Assistant Professional Certification (EAPC), Nissan
- Operations Management Professional Certificate, Jack Welch Management Institute
- Career Essentials in Administrative Assistance, Microsoft and LinkedIn
Hobbies and Interests
- Keeping up with trends in retail, entertainment, and consumer experiences
- Business operations and management development
- Broadening professional networks across creative, business, and entertainment sectors
- Improving customer experiences and brand visibility
- Continuous professional development through workshops and seminars
Accomplishments
- TOP PERFORMER NISSAN 24 Q1-Q3 2017
Timeline
Assistant Core Specialist
John Hancock
03.2023 - 12.2025
Digital Operations
MassMutual
01.2021 - 01.2023
Operations Manager, Executive Assistant
Nissan
10.2014 - 01.2021
Founder & Owner | Retail & E-Commerce Business
Pink Accessories
09.2013 - 01.2017
Customer Service Lead
Honeywell Safety Products
01.2010 - 02.2012
Sales Consultant
Nissan
03.2007 - 12.2009
Bachelor of Science - Business Administration and Management
University Of Massachussetts