Martha Alejandra Sosa Abarca

I've only been in Customer Service Accounts here but I have learned new things from the different accounts that I've been part of.

These are a couples of things I feel I done here:

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

This has been my only experience as a sales agent, at first it was challenging to get the experience to close the sale but with the help of my supervisor who shared some advises and allowed me to do shadowing sessions with tenured agents I learned how to overcame that fear and find an opportunity in almost every call.

These are a few things I feel I was able to achieved as a sales agent:

• Assisted call-in customers with questions and orders.
• Increased sales revenue by consistently meeting and exceeding sales targets.
• Enhanced product knowledge through continuous training and professional development opportunities.
• Developed strong relationships with clients through excellent customer service and regular followups.
• Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
• Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.

I was hired for a dental insurance account I was part of the first waive trained for the two lines of business providing benefits and claims status.

I had the opportunity to became back up workforce management staff while the main WFM staff was on maternity leave unfortunately it was a temporary position.

After this I requested to be transferred to a new dental account I felt confident that I would do a good job since I had the knowledge about dental insurance related things. Luckily a trainer was going to be needed for this new account,I applied and I was chose to be the lucky one I was in this position for 2 years.

These are a few things I learned and I was able to performed:

• Evaluated existing training programs against company goals and objectives, making necessary adjustments for optimal results.
• Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
• Established a positive learning environment by fostering open communication and encouraging team collaboration during training sessions.
• Analyzed performance metrics to identify skill gaps within the team, developing targeted training initiatives to address these areas effectively.
• Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
• Collaborated with management to identify areas of improvement in customer service processes and implemented changes accordingly.