ALFREDO CARRANZA
Washington
Summary
Detail-oriented professional with 15 years of experience and a proven knowledge of conflict resolution, procedure standardization, and relationship management. Aiming to leverage my skills to successfully fill the Service Account Manager position.
Overview
18
18
years of professional experience
Work History
NEW BUSINESS CASE MANAGER
| SAMMONS FINANCIAL GROUP - NORTH AMERICAN
06.2022 - Current
- Work with agents and MGA’s to provide a comprehensive and thorough understanding of our New Business processes and procedures.
- Coordinate and provide accurate, timely, efficient, qualitative and quantitative support and information to our external and internal customers.
- Assist agents in resolving issues related to cases by providing excellent communication and interpersonal skills.
- Special projects:
- Conducted Issue and Email timing exercise to measure and update standardization procedures.
- Created sample lab slip copy to facilitate capacity-building efforts.
- Assist with email training.
- Assist with MRS emails.
NEW BUSINESS CASE MANAGER
| OAKTREE BROKERAGE
12.2015 - 06.2022
- Manage an average of 120 life insurance cases for twenty- four (24) different agencies within the New Business Department.
- Administer information to forty (40) agents, four (4) internal departments and twelve (12) different carriers to ensure case flow is conducted within allotted time.
- Assist agents to resolve outstanding requirements and issues related to carrier's policies and procedures to secure activation of cases.
- Perform all job duties with minimal to no supervision in a strictly confidential manner.
- Conduct capacity knowledge based training sessions for new agents to facilitate clear communication and process flow.
- Provide skill based hands-on training for new employees to minimize miscommunication and better management.
BILINGUAL CLAIMS SERVICE REPRESENTATIVE
| PROGRESSIVE INSURANCE
04.2013 - 12.2015
- Administer translation services for injury and auto claims approximately ten (10) to twenty (20) customers per day.
- Assist claimants and adjusters via phone or office by translating paperwork for injury claims which required comprehensive and extensive knowledge of medical terminology.
- Collaborate with ten (10) estimators, five (5) adjusters and clients by translating documents and correspondence regarding repair process.
- Manage client's expectations by scheduling appointments , processing payments and settlements.
BILINGUAL NEW BUSINESS CASE MANAGER
| LEGAL & GENERAL AMERICA
12.2008 - 04.2013
- Lead Case Manager for a designated team of seven (7) Underwriters.
- Manage an average of eighty (80) to 100 new insurance applications during underwriting process.
- Conduct quality assurance assessments for General Agents on eligibility and qualifications for life insurance.
- Provide mediation and problem solving services among underwriters and general agents.
- Train and support employees in the implementation of new processes and procedures.
- Assist testing and development of change request to improve current operating procedures.
BILINGUAL SERVICE SPECIALIST
| PEARSON VUE
06.2005 - 12.2008
- Manage customer's scheduling process for professional regulation exams.
- Provide instructional services to guarantee initiation of exam process.
- Implement quality management requirements for demographic information and eligibility.
- Resolve technical issues and complaints.
Education
B.A. - SPANISH LANGUAGE, LITERATURE AND TRANSLATION
University of Maryland
College Park, MDSkills
- Spanish - Technical Level Speaking, Reading and Writing
- Spanish - Commercial and Business Translation of Legal Documents
- Spanish - Interpreter Microsoft Systems - Word, Excel, PowerPoint, Windows XP, Outlook
- Strong Communication and Organizational Skills
- Excellent Customer Relations and Conflict Resolution
- Development and Design of Training Modules
Timeline
NEW BUSINESS CASE MANAGER
| SAMMONS FINANCIAL GROUP - NORTH AMERICAN
06.2022 - Current
NEW BUSINESS CASE MANAGER
| OAKTREE BROKERAGE
12.2015 - 06.2022
BILINGUAL CLAIMS SERVICE REPRESENTATIVE
| PROGRESSIVE INSURANCE
04.2013 - 12.2015
BILINGUAL NEW BUSINESS CASE MANAGER
| LEGAL & GENERAL AMERICA
12.2008 - 04.2013
BILINGUAL SERVICE SPECIALIST
| PEARSON VUE
06.2005 - 12.2008
B.A. - SPANISH LANGUAGE, LITERATURE AND TRANSLATION
University of Maryland
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