Erica Santiago
Sodus,MI
Summary
Professional insurance specialist with track record of delivering client-focused solutions and driving positive outcomes. Adept at navigating complex policies, risk assessment, and customer relationship management. Strong team collaborator, adaptable to changing needs, and consistently reliable in achieving organizational goals. Skilled in sales strategies, policy analysis, and client advisory services.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Agent/Office Manager
State Farm
03.2012 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Used claims systems and other technologies to document loss information.
Education
Associate of Applied Business - Business Administration
Lake Michigan College
Benton Harbor, MISkills
- Customer service
- Licensed insurance agent
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Auto insurance
- Client relations
- Client needs analysis
- Client retention
- Account management
- Policy writing
- Policy renewals
- Client account management
- Property insurance
- Risk mitigation
- Operations management
- Claims reporting systems
- Critical thinking
- Policy Knowledge
- Property and casualty insurance
- Insurance eligibility
- Customer billing
- Customer complaint resolution
- New agent training
- Customer referrals
- Customer account review
- Call center customer service
- Experience with claims processing
- Insurance claims processing
- Claims documentation
- Insurance claims follow-up
- Claims handling experience
- Claims processing documentation
Certification
- Life and Health Insurance License - Michigan Department of Insurance.
- Accident and Health License – Michigan Department of Insurance.
- Property and Casualty License - Michigan Department of Insurance.
- Flood Insurance Certification – Federal Emergency Management Agency (FEMA).
- State Farm Bank Products
Languages
Spanish
Native or Bilingual
Timeline
Insurance Agent/Office Manager
State Farm
03.2012 - Current
Associate of Applied Business - Business Administration
Lake Michigan College