Luis Ernesto López Carranza

Supervised a team of 15+ customer service agents, ensuring high performance and adherence to company standards., Conducted regular performance reviews and provided feedback to improve agent skills and customer interactions., Analyzed team performance metrics and KPIs, identifying areas for improvement and implementing corrective actions., Generated and presented weekly, monthly, and quarterly performance reports to senior management., Maintained direct communication with US partners to align customer service strategies and expectations.

Addressed customer inquiries about solar systems, billing, and contract education., Managed calls with dealers, lawyers, and escrow officers., Lead generation and contract validation.

Assisted customers with inquiries regarding auto and home insurance policies, including policy details, coverage options, and renewal processes., Processed policy changes, such as updating information on insured items, adding new drivers, or modifying coverage levels., Guided customers through the claims process, from initial filing to resolution, ensuring all necessary documentation was collected and submitted., Coordinated with claims adjusters and underwriters to expedite claim approvals and payouts., Explained billing statements and payment options to customers, helping them understand their premiums and due dates., Educated customers on how different factors (e.g., claims history, changes in coverage) could impact their premiums., Provided information on state-specific insurance requirements and how they affect coverage., Handled high-volume inbound calls from customers, addressing a wide range of issues, including policy inquiries, claims, and billing questions.

Provided customer service across various LOBs: Sales, Retentions, Cancellations, and Collections., Sold mobile packages, cellphones, and TV packages., Excelled in retentions, cancellations, and collections.

Supported customers with computer accessories and software inquiries., Created reports on customer issues and provided desk support., Maintained hardware and software.