Armando Carvajal Madrigal
Desamparados
Summary
Results-driven insurance professional with over five years of comprehensive experience in customer service and quality assurance. Demonstrated expertise in analyzing complex issues, implementing effective solutions, and enhancing customer satisfaction in dynamic environments. Bilingual in English and Spanish, with a proven track record of exceeding performance metrics and driving operational excellence. Adept at fostering strong customer relationships and leveraging technical skills to optimize service delivery. Seeking to contribute strategic insight and proven customer relations capabilities to a forward-thinking organization committed to excellence.
Overview
7
7
years of professional experience
Work History
Senior Process Executive – Customer Service Rep
Infosys (Verizon)
03.2024 - 10.2024
- Delivered high-quality customer support by resolving inbound inquiries and offering tailored product/service recommendations, ensuring SLAs and process compliance.
- Managed escalations and complex scenarios with advanced problem-solving skills, ensuring optimal customer satisfaction.
- Collaborated with internal teams to exceed KPIs, driving continuous improvement in service delivery.
- Demonstrated technical proficiency in navigating multiple systems and tools for seamless support.
- Applied active listening to offer personalized solutions, boosting customer retention and satisfaction.
- Enhanced sales performance through strategic product promotions and upselling.
- Maintained professionalism, integrity, and quick decision-making in high-pressure situations, consistently meeting performance targets.
Insurance Inspector
Smile Direct Club
10.2020 - 04.2023
- Consistently surpassed both short- and long-term performance targets, playing a pivotal role in driving team success and organizational growth.
- Spearheaded comprehensive failure analysis and resolution of insurance verification complaints, resulting in substantial reductions in resolution times.
- Collaborated on strategic product planning initiatives to optimize quality assurance systems, ensuring compliance with rigorous industry standards.
- Designed and implemented innovative quality assurance protocols, significantly enhancing accuracy in insurance verifications and minimizing error rates.
- Proactively identified process inefficiencies and executed data-driven corrective actions, leading to improved service delivery and operational excellence.
Insurance Specialist
Smile Direct Club
01.2019 - 10.2020
- Consistently exceeded short- and long-term performance targets, significantly contributing to team success and organizational advancement.
- Led thorough failure analysis and effectively resolved insurance verification complaints, achieving notable reductions in resolution times.
- Collaborated on strategic product planning initiatives to enhance quality assurance systems, ensuring adherence to stringent industry standards.
- Developed and implemented cutting-edge quality assurance protocols, markedly improving accuracy in insurance verifications while minimizing error rates.
- Proactively identified process inefficiencies and applied data-driven corrective measures, resulting in enhanced service delivery and operational excellence.
Customer Service Representative (Seasonal)
DHL
09.2018 - 01.2019
- Provided outstanding customer service by efficiently tracking packages and coordinating timely pick-ups and deliveries.
- Offered expert assistance with customs information and documentation processing, ensuring compliance and seamless transactions.
- Consistently achieved and exceeded both short- and long-term performance targets, contributing to overall team success.
- Resolved customer complaints with empathy and professionalism, enhancing customer satisfaction and reinforcing a positive company image.
Chat Agent
Teleperformance
11.2017 - 03.2018
- Delivered technical support by resolving password issues to minimize downtime and enhance user productivity.
- Implemented process improvements that boosted team efficiency and customer satisfaction.
- Collaborated with management to streamline workflows, optimizing resources and reducing response times.
- Maintained data accuracy and compliance through diligent record-keeping.
- Managed multiple chat sessions in a fast-paced environment while delivering exceptional support.
- Utilized CRM tools to efficiently address customer inquiries and adapt to various platforms.
- Handled escalations effectively, leveraging strong communication and problem-solving skills to exceed performance metrics.
Education
Bachelor of Arts For Teaching - English
UAM
San PedroSkills
- Customer Service Excellence
- Technical Troubleshooting
- Multitasking & Time Management
- Process Improvement
- CRM & Data Management
- Communication & Interpersonal Skills
- Sales & Product Recommendations
- Adaptability & Learning Agility
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Senior Process Executive – Customer Service Rep
Infosys (Verizon)
03.2024 - 10.2024
Insurance Inspector
Smile Direct Club
10.2020 - 04.2023
Insurance Specialist
Smile Direct Club
01.2019 - 10.2020
Customer Service Representative (Seasonal)
DHL
09.2018 - 01.2019
Chat Agent
Teleperformance
11.2017 - 03.2018
Bachelor of Arts For Teaching - English
UAM
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