Alice Caballero
Houston
Summary
Results-driven Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
EVP of Operations/Customer Service Representative
Transportation Insurance Solutions
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.
- Developed cost-effective solutions, achieving significant organizational savings.
- Trained new staff on accounting practices and company policies thoroughly.
- Reviewed existing policies and procedures related to operations management and identified opportunities for improvement.
- Assisted customers with policy inquiries and claims processing.
- Resolved customer complaints through effective communication and problem-solving.
- Collaborated with underwriting teams to streamline application processes.
- Developed strong relationships with clients by providing exceptional customer service.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Assisted in the development and implementation of customer service policies and procedures.
- Processed insurance applications, policy changes, and updates accurately and efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Hospice Care Consultant
AccentCare Hospice
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 Workers Compensation
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
05.2014 - 05.2019
- 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.
- Maintained up-to-date knowledge of market trends and regulatory changes.
- Collaborated with other departments to optimize communication and workflow.
- Achieved and maintained high scores in team performance and customer satisfaction.
- 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, Sr. Underwriter/UW II
Texas Mutual Insurance Company
05.2003 - 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.
- Collaborated with agents to gather necessary documentation for underwriting decisions.
- Increased quality control ratings through forward-thinking updates to department policies and processes.
- Analyzed risk and adhered to underwriting standards to drive risk selection and profitability.
- Utilized underwriter authority to correspond with corporate risk appetite and strategy.
- Gathered and analyzed information to determine risk acceptability.
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
- Critical thinking
Accomplishments
- Employee of the Year, two years in a roll
- Developed the Buddy system for Underwriting Team-and it was implemented
- Certification from University of Houston: Leadership
- Completed Company Course: 7 Habits of Highly Effective People
Affiliations
Walking, fishing and traveling to different countries.
Certification
- Texas P&C License
- TRIP Designation
Languages
Spanish
Limited
Timeline
EVP of Operations/Customer Service Representative
Transportation Insurance Solutions
05.2022 - 07.2025
Hospice Care Consultant
AccentCare Hospice
03.2021 - 01.2022
Sr. Underwriter
Luba Workers Compensation
06.2020 - 12.2021
Underwriting Supervisor
Houston International Insurance Group Ltd
05.2014 - 05.2019
Underwriting Supervisor, Sr. Underwriter/UW II
Texas Mutual Insurance Company
05.2003 - 05.2014
Associate of Applied Science - Business
Houston Community College
References
References available upon request.
Personal Information
Education and Training
other
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