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Daniel
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Supervisor, Trainer, Sales Agent, and Customer Service Representative
Supervised and Trained new hires and existing agents for the AT&T Consumer and Business accounts, developing comprehensive training materials that reduced onboarding time by 15%., Exceeded sales targets as a Sales Agent, utilizing persuasive communication techniques to drive product adoption and service upgrades for both consumer and B2B clients., Provided exceptional customer service for Direct TV Consumer, efficiently resolving technical and billing disputes while maintaining a first-call resolution rate above the team average.
Reservation Agent (Hotels and Flights)
Served as a dedicated Expedia Reservation Agent, successfully managing complex bookings for international hotels and flights for high-value clients., Consistently resolved booking changes, cancellations, and itinerary issues under pressure, maintaining high customer satisfaction despite high-volume call queues., Leveraged deep product knowledge to effectively upsell and cross-sell travel packages and services, contributing to overall revenue targets.
Front Desk
Manage all client communication, including answering and routing phone calls, responding to emails, and addressing common client concerns related to tax preparation, planning, and resolution services., Organize and maintain client information and correspondence, ensuring all sensitive documents and communications are properly received, processed, and filed., Support the operations team, by assisting with administrative tasks, such as managing schedules and appointments, and ensuring a seamless and professional client experience.
Independent Insurance VA
Provided essential back-office support as an Account Manager Assistant, mastering key auto, workers' comp, and business insurance coverages., Utilized a CRM system to manage client policies, process requests, analyze insurance and loss history reports, and facilitate e-signatures efficiently and accurately., Navigated various insurance carrier platforms to handle quotes, process policy changes, and resolve billing inquiries, ensuring all policy contracts and application forms were completed with precision.