Bianca Glovinsky Email & Phone Number

Richmond, Va, Us

Delivered exceptional customer experiences by promptly and accurately responding to 120+ customer inquiries daily through various channels, including phone, email, and chat, while ensuring high customer satisfaction and resolution rates.Successfully onboarded and trained over 20 CX agents, providing coaching and mentoring to improve performance.Collaborated with cross-functional teams to optimize the customer journey, identify pain points, and implement process improvements to enhance overall customer satisfaction.Recognized as a top performer for the past 12 months.Fully licensed in Property & Casualty insurance and Life and Health Insurance, with the ability to provide support across all 50 states.Utilized CRM systems to document customer interactions, track issues, and provide personalized solutions, ensuring accurate and up-to-date customer records.Demonstrated a deep understanding of insurance products, policy terms, and underwriting guidelines, guiding customers through policy-related inquiries and providing comprehensive explanations.Actively contributed to pioneering projects leveraging AI like ChatGPT to improve automation quality and response times.Work closely with all departments to implement generative AI into customer service processes, helping pioneer the use of systems like ChatGPT to enhance automation and improve response quality.Perform rigorous quality assurance testing on AI-generated customer responses before deployment to ensure accuracy and appropriateness.Recognized as an AI evangelist, with a passion for integrating emerging technologies into business processes to unlock new capabilities.Actively provide feedback, coaching, and assistance to team members whenever needed, helping foster a collaborative and supportive team environment.Proficient in utilizing Zendesk, Talkdesk, Twilio, Slack, Intercom, and Workday.

Winchester, Virginia, United States

Processed consumer loan applications such as car loans, boat loans, and personal loansExecuted high level of customer service quality throughout the biggest credit union in the world with over 10 million members Maintained a score of 98% on the Customer Experience Survey by providing the best customer serviceProcessed over 1500+ customer transactions monthly with extreme attention to detailsCommunicated efficiently with the loan processors and loan officers and other departments related to the consumer lendingEducated current and prospective members about Navy Federal's products and servicesQuickly and successfully resolved conflict resulting in a customer satisfaction 100% of the timeUnderstand and comply with federal and other regulations relating to financial products and servicesProficient in CORE, Consumer loan applications, and servicing Proficient in working remote, using video conferencing, messaging, and team and project management toolsMaintained knowledge through Professional training in Diversity and Inclusion, time management and consumer loan policies

Remote

Responsible for answering customers’ questions - over the phone or via chat - about Apple products, services, and accessories, including both software and hardware.Provided world-class customer service, troubleshooting, and technical support while holding a 100% customer satisfaction and over 85% issue resolution rate.Assessed and evaluated customer needs by actively listening, asking the right questions, and personalizing the experience to the customer skill level for a truly exceptional experienceEscalated support desk tickets to different departments in the most crucial circumstances and after considerable time had been spent on a single ticket.

Williamsburg, Virginia, United States

Counseled clients on market conditions, prices, and mortgagesGenerated client leads to buy, sell, and rent propertyDeveloped a competitive market price by comparing propertiesCreated lists for real estate sale properties, with information location, features, square footage, etc.Showed properties to potential buyers and renters Facilitated negotiations between buyers and sellersReviewed purchase contracts to ensure terms are metPromoted properties with ads, listings, and open housesPrepared loyalty contracts, purchase agreements, rental agreements, deeds, and other documents foreach real estate transaction.Maintained real estate license and knowledge.

Served lunch, and dinner to 100-150 customers per shift at a national chain restaurantMemorized over 40 menu items and rotating specials to give customized recommendations to guestsSwiftly and successfully resolved conflict resulting in a customer satisfaction 100% of the timeMeticulously managed the cashflow operations totaling $2000-$12000 per shiftReceived special recognition through 20+ positive reviews and being named employee of the monthWarmly greeted new and returning customers and developed relationships resulting in customer loyaltyCoordinated with the waitstaff, kitchen staff, and managers to ensure each guest was assigned and satisfied with their serviceMaintained and enforced strict and up-to-date cleanliness and social distancing policies regarding the COVID-19 outbreak to ensure both employees safety and customer satisfaction

Venice, Florida, United States

Establishes rental rate by surveying local rental rates; calculating depreciation, taxes, and profit goalsAttracted tenants by advertising vacancies; obtaining referrals from current tenants; explaining advantages of location and services; showing unitsIssued contracts with tenants by negotiating leases, collecting depositsAccomplished financial objectives by collecting rents; paying bills; forecasting requirements; preparing an annual budget; initiating corrective action

Bachelor'S Degree, Mass Communication And Marketing

Associate Of Science - As, Business Administration And Management, General