Yuriana Sanchez
Braselton
Summary
Proven professional with a track record of enhancing client satisfaction and retention at Calidad Insurance through exceptional customer service and problem resolution skills. Excelled in roles requiring critical thinking and data entry proficiency, achieving established goals and significantly reducing service-related issues. Skilled in Microsoft Excel and active listening, adept at driving continuous improvement and maintaining compliance with industry standards. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
4
4
years of professional experience
Work History
Agent Services Representative
Calidad Insurance
07.2023 - Current
- Assisted clients with account management, effectively reducing service-related issues.
- Collaborated with colleagues to develop and implement new strategies for client retention and growth.
- Ensured compliance with regulatory requirements by staying abreast of industry trends and best practices in agent services representation.
- Maintained accurate records of agent interactions, enabling data-driven decision-making processes within the department.
- Monitored agent performance, providing constructive feedback and coaching when necessary to drive continuous improvement efforts.
- Delivered exceptional customer service through active listening and problem-solving techniques.
- Achieved established monthly goals.
Customer Service Representative
New Generation Granite
08.2020 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Warehouse Worker
Makita USA
05.2020 - 06.2023
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 25 lb.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
Education
High School Diploma -
Forsyth Central High School
Cumming, GA05.2020
Skills
Strong negotiation skills
Call center experience
Data entry proficiency
Complaint Handling
Financial Transactions
Client Needs Assessment
Customer Service
Critical Thinking
Active Listening
Problem Resolution
Microsoft Excel
Computer Proficiency
Scheduling
Fluent Spanish
Languages
Spanish
Full Professional
Timeline
Agent Services Representative
Calidad Insurance
07.2023 - Current
Customer Service Representative
New Generation Granite
08.2020 - 06.2023
Warehouse Worker
Makita USA
05.2020 - 06.2023
High School Diploma -
Forsyth Central High School
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