Alice Caballero
Houston,TX
Summary
Results-driven professional with expertise in customer service and operational efficiency. Proven track record in process optimization and enhancing customer satisfaction. Skilled in leading teams to achieve and surpass organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
EVP of Operations/Account Manager
Transportation Insurance Solutions
Frisco, Texas
05.2022 - 07.2025
- Delivered exceptional customer service through direct phone and in-person interactions.
- Recognized for outstanding contributions to customer service excellence by management.
- Streamlined processes using software tools to enhance operational performance.
- Developed cost-effective solutions, achieving significant organizational savings.
- Coordinated with vendors to resolve billing discrepancies promptly.
- Trained new staff on accounting practices and company policies thoroughly.
- Verified invoices against source documents to ensure accuracy in data entry.
- Resolved customer complaints by investigating issues and providing effective solutions.
- Conducted periodic reviews of accounts to assess progress against goals and objectives.
- Maintained accurate records of all account transactions, payments, invoices.
- Reviewed existing policies and procedures related to operations management and identified opportunities for improvement.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Assisted customers with policy inquiries and claims processing.
- Explained coverage options to ensure informed decision-making.
- Resolved customer complaints through effective communication and problem-solving.
- Managed policy changes and updates accurately in the system.
- Collaborated with underwriting teams to streamline application processes.
- Maintained comprehensive knowledge of insurance products and services offered.
- Provided training support for new customer service representatives on best practices.
- Provided quotes on various types of insurance policies.
- Processed new policy applications and updated existing policy documents.
- Developed strong relationships with clients by providing exceptional customer service.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Asked probing questions and offered solutions to resolve customer issues.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Researched relevant policy information to answer customer questions.
- Facilitated payment processing for premium payments and renewals.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Investigated discrepancies between actual charges and expected premiums.
- Assisted in the development and implementation of customer service policies and procedures.
- Processed insurance policy changes and updates accurately and efficiently.
Hospice Care Consultant
AccentCare Hospice
Houston, Texas
03.2021 - 01.2022
- Educated families on hospice options and end-of-life care processes.
- Organized educational seminars on palliative care options for terminally ill patients.
- Maintained professional relationships with healthcare providers to ensure coordinated care.
- Provided emotional support to families during end-of-life journeys.
- Facilitated communication among healthcare team members regarding patient conditions and care plans.
- Explained hospice care protocols to family members for enhanced comfort provision.
- Ensured a safe environment by adhering to safety regulations and infection control procedures.
- Communicated compassionately with patients while safeguarding medical confidentiality.
Sr. Underwriter
Luba
Baton Rouge, Louisiana
06.2020 - 12.2021
- Mentored junior staff to enhance professional growth and skill development.
- Analyzed data to identify customer satisfaction trends.
- Generated reports highlighting key performance indicators.
- Facilitated interdepartmental communication to promote collaboration.
- Developed innovative solutions based on thorough analysis of customer needs.
- Resolved customer service inquiries efficiently and effectively.
- Established partnerships with vendors to secure favorable pricing agreements.
Underwriting Supervisor
Houston International Insurance Group Ltd
Houston, Texas
05.2014 - 05.2019
- Supervised underwriting team to ensure compliance with company policies.
- Reviewed and analyzed insurance applications for risk assessment.
- Collaborated with agents to clarify underwriting requirements and guidelines.
- Trained staff on underwriting processes and industry regulations.
- Implemented process improvements to enhance underwriting efficiency.
- Monitored and evaluated team performance to identify areas for development.
- Maintained up-to-date knowledge of market trends and regulatory changes.
- Helped employees improve performance by closely mentoring new members, completing quarterly reviews and developing improvement plans to correct deficiencies.
- Collaborated with other departments to optimize communication and workflow.
- Achieved and maintained high scores in team performance and customer satisfaction.
- Monitored performance of underwriters, providing guidance and feedback as needed.
- Underwrote renewals by reviewing premium history, claims history and company financial condition to determine action.
- Worked with colleagues to review, accept or deny new and renewal business.
- Underwrote, managed and serviced profitable book of business.
- Managed workload to ensure timely and accurate processing of loan applications.
Underwriting Supervisor
Texas Mutual Insurance Company
Houston, Texas
11.2010 - 05.2014
- Supervised underwriting team for compliance with company policies and regulatory standards.
- Analyzed insurance applications to assess risks accurately and efficiently.
- Collaborated with agents to clarify underwriting requirements and guidelines.
- Trained staff on industry regulations and underwriting procedures.
- Implemented process improvements to boost underwriting efficiency.
- Monitored team performance, identifying development areas for improvement.
- Provided guidance on complex underwriting scenarios and decisions.
- Maintained up-to-date knowledge of market trends and regulatory changes.
Sr. Underwriter
Texas Mutual Insurance Company
Austin, Texas
07.2009 - 11.2010
- Evaluated workers' compensation applications to determine coverage and assess risk exposure.
- Collaborated with agents to gather essential data for policy issuance.
- Developed training materials for new underwriters and support staff.
- Maintained comprehensive records of underwriting decisions within management system.
- Analyzed claims data to identify potential risks associated with Workers' Compensation policies.
- Recommended improvements to enhance efficiency in underwriting operations.
- Participated in senior management meetings to discuss operational strategies.
- Utilized software programs to generate premium quotes and proposals for clients.
Workers' Compensation Underwriter II
Texas Mutual Insurance Company
Houston, Texas
05.2003 - 07.2009
- Evaluated workers' compensation insurance applications for risk assessment and accuracy prior to policy issuance.
- Analyzed employer payroll data to establish appropriate coverage levels based on customer needs.
- Collaborated with brokers to clarify underwriting guidelines and ensure compliance with industry standards.
- Reviewed loss history to identify trends and assess potential risks in policies.
- Maintained accurate records of underwriting decisions, policy changes, and claims data.
- Participated in training sessions to remain informed about industry regulations and best practices.
- Prepared detailed reports summarizing the underwriting process for issued policies.
- Recommended improvements within the organization's underwriting department based on comprehensive assessments.
Education
Associate of Applied Science - Business
Houston Community College
Houston, TXSkills
- Process improvement and operational efficiency
- Customer relationship management
- Training and development
- Compliance monitoring
- Team supervision
- Problem solving and conflict resolution
- Emotional intelligence
- Strategic thinking
- Risk assessment and data analysis
Accomplishments
- Employee of the Year
- Certification from University of Houston: Leadership
- Completed Company Course: 7 Habits of Highly Effective People
Languages
Spanish
Limited
Certification
- Texas P&C License
- TRIP Designation
Affiliations
Walking, fishing and traveling to different countries.
References
References available upon request.
Timeline
EVP of Operations/Account Manager
Transportation Insurance Solutions
05.2022 - 07.2025
Hospice Care Consultant
AccentCare Hospice
03.2021 - 01.2022
Sr. Underwriter
Luba
06.2020 - 12.2021
Underwriting Supervisor
Houston International Insurance Group Ltd
05.2014 - 05.2019
Underwriting Supervisor
Texas Mutual Insurance Company
11.2010 - 05.2014
Sr. Underwriter
Texas Mutual Insurance Company
07.2009 - 11.2010
Workers' Compensation Underwriter II
Texas Mutual Insurance Company
05.2003 - 07.2009
Associate of Applied Science - Business
Houston Community College
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