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Work Background
MAPFRECustomer Service Specialist
Dec. 2022 - Oct. 2023• Achieved a 98% first-call resolution rate by expertly addressing complex policy questions and discrepancies, boosting customer satisfaction and loyalty while exhibiting a resourceful approach to challenges
• Spearheaded workflow enhancements resulting in a 10% reduction in system errors, presenting creative solutions and dedication to operational efficiency • Demonstrated in-depth expertise in MA homeowners insurance by guiding approximately 40 agencies through complex escalations and advanced inquiries, effectively fostering collaborative team dynamics and enhancing customer trust
• Led roughly 40 agencies through the integration of new Customer Relationship Management software, ensuring minimal downtime and facilitating a smooth transition process, displaying adaptability and leadership in technology implementation initiatives
• Illustrated versatility by acquiring new skills to support overflow in three additional service areas to contribute across diverse functions, showcasing a proactive approach to professional development and readiness to contribute across diverse functions
MAPFRESenior Agent Support Contact Center Representative
May. 2015 - Oct. 2023Webster, MA, United States
MAPFREService Specialist
Mar. 2015 - Oct. 2023
Bank of AmericaTeller operations specialist / sales and service rep
Oct. 2008 - May. 2014Natick / Framingham / Uxbridge/ Oxford• Ensured 100% compliance with Federal, State, and Company regulations at the Financial Center, mitigating risk and ensuring adherence to industry standards, showcasing meticulous attention to detail and regulatory expertise
• Enhanced customer satisfaction scores by 30% through swift resolution of issues and comprehensive staff training initiatives, promoting a customer-centric culture and exemplifying strong leadership and communication skills
• Achieved 100% accuracy in processing customer and Financial Center cash transactions, maintaining financial integrity and trust with proficiency in operational efficiency and risk management
Staples StoresOperations Manager
Mar. 1994 - Sep. 2006Brighton Massachusetts • Managed a team of 50 employees, ensuring proper coverage and addressing unforeseen staffing problems, processing payroll, and overseeing inventory control and front-of-the-store management
• Facilitated the growth and expansion of the Copy and Print Center company-wide by illustrating that direct leadership in the department increased profits by 30%, resulting in a Copy and Print Center Management position • Initiated the creation and design of order envelopes, leveraging graphic design expertise and thorough attention to detail, resulting in a 25% reduction in print job errors • Engaged in collaborative efforts with machine repair technicians, acquiring skills to perform basic repairs independently, resulting in a 40% reduction in service calls and copier downtime, characterizing resourcefulness and inventive solutions
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