ALICIA QUINTERO
Phoenix,AZ
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Manager
Automated Trucking
02.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Built relationships with customers and community to promote long term business growth.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Recorded accurate and efficient records in customer database.
- Attended weekly sales meetings and monthly sales trainings.
Independent Life Insurance Broker
Family First Life
08.2022 - 04.2023
- Assist with completion of application & all necessary paperwork.
- Build and maintain a client base.
- Provide coverage options to assist clients in protecting assets based on qualifications.
- Ensure policy requirements are fulfilled.
- Aid in the underwriting process by pre-qualifying clients to best avoid denials.
- In the event of a pending case- continuous follow up with underwriting to ensure clients applications are being processed in an effective and timely manner.
- Cold call potential clients based on acquired leads, client referrals, and web inquiries.
- Implemented time-saving organizational systems for managing client files and tracking policy renewals, increasing efficiency in daily operations.
- Taking and excelling multiple new Agent Trainings with different companies, weekly team agent meetings for personal growth, outside CE courses. (Currently contracted with 11)
- Sole responsibility for Account Management and client retention.
- Collaborated with financial planners to create comprehensive strategies that included life insurance as an essential component for clients'' financial security.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Generated new business leads by utilizing networking events, referrals, and targeted marketing campaigns.
Insurance Assistant
Liberty Mutual Insurance
03.2017 - 05.2018
- Improved customer satisfaction scores through application of superior conflict resolution and problem solving skills.
- Efficiently managed high call volumes.
- Completed outbound follow up calls to ensure customer satisfaction and reviewed policies for additional lines of coverage.
- Serviced accounts based on billing, endorsements, adding or removing vehicles, changing coverages and de-escalating upset customers.
- Gathered client feedback through surveys and interviews, identifying areas for improvement within the company''s services.
- Facilitated training sessions for new employees on company software systems, improving their ability to navigate programs efficiently from day one.
- Collaborated effectively with team members to meet and exceed departmental goals, fostering a positive work environment.
- Balanced multiple tasks and deadlines with new pilots while maintaining a strong focus on client satisfaction, demonstrating excellent time management skills.
- Verified client information by analyzing existing evidence on file.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Notified insurance agents and accounting departments of policy cancellations and changes.
Customer Service Representative
Bank of America
03.2016 - 03.2017
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs by upselling.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
01.2015
Skills
- Professionalism
- Account servicing skills
- Understanding of Common Business Software's
- Active Listening
- Conflict Management & Resolution
- Social Selling
- Time management
- Account management
- Customer service
- Relationship building
- Client relationship management
- Goal oriented
- Documenting and Reporting
- Upselling
- Overcoming objections
- Sales expertise
Certification
- Anti Money laundering certification, 2022
- AZ Life Insurance License, 2022
- AZ P&C Commercial Insurance License, 2021
- AZ P&C Personal Insurance License, 2017
- High School Diploma, 2015
Timeline
Account Manager
Automated Trucking
02.2023 - Current
Independent Life Insurance Broker
Family First Life
08.2022 - 04.2023
Insurance Assistant
Liberty Mutual Insurance
03.2017 - 05.2018
Customer Service Representative
Bank of America
03.2016 - 03.2017
High School Diploma -
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