Alicia M. Morales
Brownsville
Summary
LICENSED
Personal Lines Casualty & Property Producer
Life Insurance Producer
Overview
2
2
years of professional experience
Work History
Call Center Representative
Maximus Federal Services
10.2023 - 01.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Assisting consumer and providing information on their health coverages.
- Providing consumers information their application and health coverage enrollment, help them obtain the coverage they need.
- Perfected Active Listening to assist the consumer 100%, leaving the consumer with satisfaction, and content that they were well listened to and assisted without further need.
Sales Producer
Afni/Progressive Insurance
03.2024 - 09.2024
- Help guide individuals and families on an insurance that will meet their needs
- Build a policy that best fits the customer economically and by using active listening skills build a policy exactly on what they are needing
- Issue quotes and answer client questions about our insurance policies
- Build a strong connection with our customers to gain them as loyal clients
- I use my general knowledge of my licensed expertise to educate on insurance plans and to be able to give the customer an accurate quote on what they need for either Auto, motorcycle, travel trailers, mobile homes, watercraft and providing assistance on home insurance
- Advise customers on any benefits, discounts we have, inform them about what makes our insurance company different from others regarding what we provide for our customers
- Guide our customers to our best coverages
- Give the customer the most well listened, active listened, communicational, comfortable, easy going, trusted, exceptional quality service
Political Campaigner
01.2024 - 03.2024
- Door to Door conversations and appreciation to the people who voted
- Knowing how to handle escalated situations
- Managing conversations with professionalism
- Responsible for making people feel seen, admired and extraordinary
Retail Sales Associate
Micheal's
08.2022 - 10.2022
- Responsible for assisting customers throughout the buying process
- Responsible for assisting customer calls in store and satisfying customer needs
- Greeted customers and helped them to find a specific item
- Perfected my communication skills and gained cashier experience
Education
Cosmetology Operator -
Southern Careers Institute
Brownsville, TX03.2021
Skills
- Communication skills
- Teamwork
- Time Management
- Dependability
- Workplace Organization
- Computer Skills
- Effective Listening
- Customer Service
- Detail Oriented
- Adaptability
- Fast Learner
- Negotiation
- Social Selling
- Coachable
- EscalatSolver
Timeline
Sales Producer
Afni/Progressive Insurance
03.2024 - 09.2024
Political Campaigner
01.2024 - 03.2024
Call Center Representative
Maximus Federal Services
10.2023 - 01.2025
Retail Sales Associate
Micheal's
08.2022 - 10.2022
Cosmetology Operator -
Southern Careers Institute
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