MARIO ZARAGOZA
Phoenix,AZ
Summary
Customer service professional with 7 years of experience in handling high-volume calls, providing exceptional service, and resolving inquiries for various organizations, including civil government organizations like General Dynamics, Maximus Federal. Skilled in insurance related tasks, benefits investigation, online sales support, and web chat assistance. Strong problem-solving abilities and a commitment to delivering the highest level of customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Advocate
Carvana
01.2024 - Current
- Being Advance Review and Fraud certified helps since clearing the queue by the end of day is a priority.
- I review titles, photo IDs, loan documents, and review possible Flags (Possible liens, Hidden Accidents, and other discrepancies)
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Trained and directed new employees in using HALO, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Improved office efficiency by effectively managing internal communications and correspondence.
Insurance Agent (Bilingual)
AALL INSURANCE
07.2022 - 01.2023
- Sell auto insurance policies to customers, ensuring they receive the coverage they need.
- Assist customers with policy changes, endorsements, and payment-related inquiries.
- Provide expert guidance on insurance options and help clients make informed decisions.
- Assisted 50+ customers a day, both in the office and over the phone.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Customer Service Representative
Home Depot Corporation
03.2020 - 02.2022
- Assisted customers with online product inquiries and facilitated online purchases.
- Managed order tracking and damage allowance requests, demonstrating critical thinking in handling damaged products.
- Customer Service Representative Web Chat
Benefit Investigator (BI)
McKesson Specialty Pharmacy; Sun Pharma
12.2019 - 03.2020
- Called patients' payors to obtain benefit information, such as deductibles and co-insurance for medications.
- Explored alternative sources for coverage when insurance did not suffice for expensive medications.
Customer Service Representative
MAXIMUS FEDERAL
08.2018 - 09.2019
- Gathered sensitive information, including social security numbers and personal details, while maintaining strict confidentiality.
- Employed strong communication skills to quickly identify customer needs and resolve inquiries.
- Specialized in A1/B1 claims and efficiently transferred calls to the appropriate CSR when necessary.
- Consistently adhered to company policies, schedules, and procedures
Customer Service Representative
GENERAL DYNAMICS INFORMATION TECHNOLOGY
09.2017 - 03.2018
- Managed inbound high-volume calls during open enrollment periods, expertly handling customer inquiries.
- Demonstrated proficiency in reading scripts and completing healthcare.gov applications over the phone.
- Provided comprehensive answers to customer questions and compared health coverage plans.
- Assisted with tax inquiries, including reprints and W-2 information.
- Customer Service Representative
Education
High School Diploma -
Maryvale High School
Phoenix, AZ03.2017
Skills
- Strong communication and interpersonal skills
- Effective critical thinking skills
- Ability to adjust to changing work hours
- Goal-oriented with a track record of meeting deadlines
- Effective communication and technical support skills
MicroTech - Test Automation Engineer
- 1 Year internship
- During my one-year internship at MicroTech, I delved into the world of APIs and JavaScript, honing my skills in test automation. I became proficient in utilizing tools like Postman, Github, and Eclipse to design and execute tests while also adept at identifying defects and working closely with development teams to resolve issues effectively.
- Committed to upholding high-quality standards and constantly improving user experiences, my internship at MicroTech was a valuable learning experience that allowed me to grow both professionally and personally.
Languages
Spanish
Full Professional
Timeline
Senior Customer Service Advocate
Carvana
01.2024 - Current
Insurance Agent (Bilingual)
AALL INSURANCE
07.2022 - 01.2023
Customer Service Representative
Home Depot Corporation
03.2020 - 02.2022
Benefit Investigator (BI)
McKesson Specialty Pharmacy; Sun Pharma
12.2019 - 03.2020
Customer Service Representative
MAXIMUS FEDERAL
08.2018 - 09.2019
Customer Service Representative
GENERAL DYNAMICS INFORMATION TECHNOLOGY
09.2017 - 03.2018
High School Diploma -
Maryvale High School
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