Julio Nieto

• Handling high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
• Upheld strict confidentiality standards when handling sensitive personal information from customers during chats.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Collaborated with team members to develop best practices for consistent customer service delivery.

• Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
• Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
• Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
• Conducted follow-up calls to ensure customers were satisfied with their resolutions and gather feedback for improvement.
• Worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs.
• Collaborated with team members to identify opportunities for process improvements and increased efficiency.

• Review and solve account and billing discrepancies.
• Assessed accounts for payment status and payment arrangements.
• Process customer orders in a courteous, efficient, and timely manner.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Effectively address customer questions, complaints, and concerns within the scope of responsibility.
• Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.
• Participate in quality coaching sessions to ensure efficient and effective interactions with customers.

• Upsold additional products and services after identifying customer needs and requirements.
• Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
• Obtained underwriting approval by completing application for coverage.
• Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
• Generate quotes and proposals for clients to match individual needs.

-Required maintenance of Property & Casualty (P&C) license and state registrations.

-Identifies, assesses and understands member needs and consistently provides complete and accurate advice and solutions, including products and services. Provides thorough issue diagnosis while minimizing transfers, escalations and call backs.

-Applies proficient knowledge of personal lines insurance to assist members with moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services.

-Facilitates the Property & Casualty (P&C) member experience by answering inbound and/or outbound phone calls, emails, and/or other contacts from members.

-Utilizes the tools and resources available to support members with minimal assistance.

-Educated customers how to use company systems,

complete forms and obtain desired service.
-respond to customers request for products,services and company information through voice, digital and social

media queues.

-Resolve/oversee complaint cases within my scope of

practice and also maintaining customer satisfaction rates of 95% or higher.

-Responded to customers request, offering excellent

support and tailored recommendations to
address needs.

-Giving excellent customer care by responding to
request, assisting with product selecting and handing ordering functions pertaining to each consumer
account.

-Assisting roughly around 50 customers daily with a sense of urgency by answering questions, responding to
inquiries and handling inbound request.

-Addressing any concerns and feedback that a customer has when handling inbound calls to determine each customer is getting an exceptional experience of
me and the client of Verizon that I was working for.

-Resolving customer issues per shift by researching and
exploring answers, implementing solutions and
escalation unresolved problems to upper management if needed.

• Supervised all areas of restaurant to keep it clean and well-maintained.
• Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
• Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
• Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
• Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
• Conducted regular meetings with staff to discuss performance and address any issues.
• Assisted restaurant manager in financial duties such as budgeting, forecasting, expense tracking, and payroll administration.