Adel Fernandez
Hialeah,FL
Summary
Detail-oriented professional currently serving as an Insurance Agent with prior experience in clerical support and ticket management. Experienced in resolving informational requests and assisting with basic technical concerns including system navigation, access issues, and user support. Demonstrated ability to follow structured troubleshooting steps, maintain accurate documentation, and meet SLA standards. Known for strong communication, adaptability, and commitment to continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent Inside Sales Specialist
Allstate
Remote
09.2025 - Current
- Assisted clients in selecting appropriate insurance policies based on individual needs and preferences.
- Provided support in processing policy applications and renewals efficiently.
- Educated customers about coverage options, enhancing understanding of products offered.
- Collaborated with team members to resolve client inquiries and claims effectively.
- Participated in training sessions to improve knowledge of insurance products and services.
- Assisted in developing tailored insurance solutions based on individual client needs.
Clerical Support Specialist
City Of Pembroke Pines
Pembroke Pines, FL
03.2023 - 09.2025
- Processed and organized documentation to ensure efficient workflow across departments.
- Assisted in data entry tasks, maintaining accuracy and consistency in records management.
- Communicated with internal teams and end users to verify resolution before ticket closure.
- Updated ticket records with detailed notes to ensure transparency and continuity across teams.
- Assisted in closing support tickets by ensuring accurate documentation, proper categorization, and confirmation of issue resolution.
- Maintained SOP and SLA compliance, following established procedures and timelines to support timely ticket closure.
- Helped prioritize and route tickets to appropriate departments to reduce processing delays.
Education
High School Diploma -
American Senior
Hialeah, FL07-2022
Skills
- Problem Solving & Critical Thinking
- Learning Agility
- Adaptability in Fast-Paced Environments
- Customer service
- SOP (Standard Operating Procedure) Adherence
- SLA (Service Level Agreement) Compliance
- Tech savvy
- Ticket Queue Management
- Channel Prioritization (Chat, Voice, Email)
Certification
Licensed Insurance Agent
Microsoft office certification
Timeline
Licensed Insurance Agent Inside Sales Specialist
Allstate
09.2025 - Current
Clerical Support Specialist
City Of Pembroke Pines
03.2023 - 09.2025
High School Diploma -
American Senior