Jerome Garzia

• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
• Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
• Processed exemptions which commercial vehicles apply for in order not to be charged by the system.
• Issued bills every month, and reversed any bill or late payment fee which has been successfully contested by the client or the vehicle had an active exemption.
• Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.

• Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
• Assessed customer needs and recommended suitable insurance policies.
• Completed customer applications and updated records to reflect current information.
• Processed clients payments daily and communicated directly with the Finance department for payments confirmation.
• Chased debtors with an outstanding balance in their account, making sure every policy has it's payment up to date.
• Responded to customer requests for products, services, and company information.
• Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Provided training to new employees and generated training programs.

Attended a meeting every month with the Office Manager and the Tax officers which used to email us tax documents.

Monitored agents performances and issued a daily report every day, provided feedback to the agents regarding their work performances.

Signed and authorized permissions to ship off documents to court and to the CFR department.

Arranged one-to-one meetings every month with the agents in regards of work performances and plan solutions to improve work environment.

• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
• Handled Tax and Court documents, scanned and processed documents which included sensitive data.
• Sent emails to the respective court lawyer who took care of tax cases and documents.