Neftali Belmonte (Terry)

• Results-driven professional specializing in claims processing, policy interpretation, and coverage validation according to active policies and endorsements. Adept at managing mitigation procedures, deductible applications, and end-to-end claims tracking while ensuring strict compliance with regulatory documentation. Expertise in liaising with adjusters to determine accurate coverage resolutions—whether approving claims or providing clear, compliant denials. Delivers exceptional service through electronic channels, inbound/outbound calls, and detailed client guidance to align expectations with policy terms.

Key Strengths:

✓ Policy & Endorsement Analysis
✓ Claims Lifecycle Management
✓ Regulatory Documentation
✓ Adjuster Collaboration
✓ Electronic/Phone Customer Service

QA Assurance Expert | Customer Service & Sales Performance

• Specialized in optimizing customer interactions, sales processes, and tri-party coordination (installers, PMs, customers) through rigorous QA audits, coaching, and data-driven improvements. Proven track record in elevating NPS/CSAT scores by refining team performance, resolving pain points, and aligning cross-functional workflows. Combines 1:1 coaching with strategic feedback implementation to drive measurable service excellence.

Results-Driven Approach: Leveraging a keen eye for detail and a customer-centric mindset, I identify gaps in service delivery and implement targeted solutions that enhance efficiency, accountability, and satisfaction. By fostering collaboration between teams and continuously refining processes, I ensure consistent, high-quality interactions that strengthen brand reputation and drive long-term loyalty.

Customer Escalations

• Take the customer complaints on products under Warranty and OOW to set the correct expectations and offer free repairs (when applicable) and also the best convenience paid solutions to keep the Cx as a returning client.

Damage Specialist

• Improved customer satisfaction rates through supporting on their Claims to pay by Insurance, often to be difficult to deal with insurance companies, I explain the steps to follow while helping to fill the insurance forms by accurate damage report, endpoint to get the repair jobs completed (winning a repair-leads).

2004-2007 Tech Support, Growth Sales, QA SME.

• Provided Tech Support on technology devices such as smartphones and laptops, good explanations provided leading to CXs well understanding easy steps to resolve any technical issues, specialized on Customer with Disabilities (vision/hearing impairments).

• Specialist in growth-based sales and service optimization, focused on anticipating customer needs through trend analysis. At Sprint-Nextel, led sales of mobile data add-ons for browsing and video, as well as device protection plans for damage, loss, or theft.

• Also, functioned as QA SME and Supervisor support to easy the lead member´s workload while mentoring Jr/Sr members to achieve expected performance in quicker time-ranges.

2017-2021 Escalations Specialist, Growth Sales, QA SME.

• Sales Growth Specialist. at HP, positioned high-value printers with automatic ink replenishment services, enabling customers to receive cartridges based on real-time usage trends. Also, positioning of new models of HP printers based on the Customers needs for both: Consumer and Commercial customers.

• Resolved customer service escalations on defective products/wrong services or incorrect expectations, using company processes and policies while provided follow-ups to customers consistently.

• QA Subject matter expert on escalations to help on the performance of the team by using the accurate tools to avoid as much money loss as possible, while keeping the highest NPS and loyalty from the Customers.

Premium Fitness Sales Specialist – Dragon Door Gym Equipment

• As a top-performing sales professional, I specialize in high-value VIP fitness products designed for home-based calisthenics training. My expertise lies in understanding clients' health and fitness goals, offering tailored solutions with Dragon Door’s elite equipment. I serve discerning customers who prioritize quality, often processing payments via premium credit cards (Amex, Diners Club, Discovery).

By conducting in-depth needs assessments—both immediate and long-term—I provide complete workout solutions, whether supplementing existing routines or designing future fitness plans. My consultative approach and product knowledge have consistently positioned me as a top seller in the premium home fitness market.

Plus-Size Fashion Sales Specialist – Wholesale & Retail

• As a dedicated sales professional in women’s plus-size fashion, I specialize in curating stylish and comfortable clothing, footwear, and intimate apparel designed to enhance confidence and body positivity. My approach focuses on educating clients about orthopedic benefits, skin-friendly fabrics, and flattering fits tailored for curvy and full-figured body types.

By combining personalized styling advice with strategic wholesale promotions, I consistently meet and exceed volume-based sales targets while maintaining high-profit margins. My ability to build trust through product expertise and empathetic customer engagement has driven repeat business and long-term client loyalty in the plus-size fashion market.

Retail Customer Service / Retention.

• Fulfilled customers' special requests for service packages to cover their specific needs (multi packages mixing phone, internet, television and mobile services).

• Negotiate retention and collections with escalated customer on the risk to leave or not paying in time, achieved 0.5 retention and 0.75 collections, by offering solutions that can cover needs within realistic budget.

• Understand any technical issues with the Service do a technician could be sent in time and manner to fix the Cx technical complaint, needed to book Supervisor technical visits and follow-up in highly engaged customers.

Retail Sales

• Promoted service upgrades tailored to customer history and market trends, including FHD/4K TV, mobile data, extra voice minutes, and premium content packages (HBO, MovieCity, Netflix).

• Referral-Based Sales Growth
  By delivering exceptional service, I convert satisfied in-store customers into a referral pipeline—systematically prospecting these warm leads to close sales and drive measurable revenue growth.

Focus: Turning happy clients into your best sales channel.