Alyssa de la Garza
Victoria,TX
Summary
A self-motivated individual who has been working remote for over 7 years. I am currently managing a book of business that includes the agencies largest accounts, as well as a team and marketing cross border policies for renewals. I pride myself in providing excellent customer service, client retention, swift handling of requests and attention to detail. I enjoy working with clients and building a long lasting relationship with them.
Overview
10
10
years of professional experience
Work History
Director of Customer Service
Reliance Partners
09.2022 - Current
- Manage the agencies largest accounts and market our cross border accounts.
- Manage monthly reporting policies by reviewing equipment, drivers and mileage to ensure all equipment and drivers are insured as well as manage mileage.
- Manage account receivables to ensure policies were paid for by insureds in a timely manner to avoid cancellations.
- Monitor policies to ensure they are active at all times with insurance brokers as well as with the FMCSA.
- Request, obtain and review loss runs quarterly to ensure that all claims are handled in a timely manner.
- Request, obtain IFTAS, loss runs, financials and fill out applications to submit to markets in a timely manner.
- Manage a team of account managers and customer services representatives all while guiding them and training them.
Customer Service Manager
Reliance Partners
03.2021 - 08.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives and Account Managers, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Senior Account Manager
Reliance Partners
10.2020 - 02.2021
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
Account Manager
Reliance Partners
08.2018 - 09.2020
- Managed a high volume of Spanish speaking cliental accounts, ensuring timely turnaround for their requests.
- Continued the responsibilities from previous role.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- 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.
Customer Service Representative
Reliance Partners
09.2016 - 07.2018
- Answer high volume of calls and assist clients as needed.
- Review policies and endorsements for accuracy, endorse necessary changes and deliver to the insureds electronically.
- Issue certificates of insurance with or without special verbiage
- Issue auto ID cards
- Qualify and endorse drivers
- Quote and endorse equipment
- Communicate with underwriting as needed
- Create CSR24 for insureds to access client portal
- Estimate transactions to keep track of premium bearing endorsements
- Bill transactions upon receiving company invoices
- Build policies in Applied EPIC, review binding documentation and issue welcome emails with the insureds proofs
- Run single or bulk MVR's
- Prepare finance contracts as needed
- Collect balances as needed
- Request loss runs
Probation and Parole Officer
Tennessee Department Of Corrections
12.2014 - 08.2016
- Testified in court proceedings on assigned caseloads, providing valuable information for judicial decisions.
- Managed high-risk cases with exceptional care and vigilance, minimizing potential threats to public safety.
- Collaborated with law enforcement agencies to apprehend violators.
- Enhanced public safety by effectively supervising and monitoring parolees and probationers activities and compliance with court-ordered conditions.
- Conducted regular field visits to verify compliance with curfew restrictions and other court-ordered conditions.
- Addressed any identified barriers to successful reentry by connecting clients with appropriate resources and support networks.
- Improved overall agency effectiveness by participating in regular training programs focused on evidence-based practices.
- Provided ongoing guidance and mentorship to parolees, contributing to their long-term success and reduced likelihood of recidivism.
Education
Bachelor of Arts - Criminal Justice
The University of Texas At San Antonio
San Antonio, TXSkills
- Customer Retention
- Teamwork and Collaboration
- Attention to Detail
- Multitasking
- Problem-solving abilities
- Excellent Communication
- Self Motivation
- Microsoft Office
- Applied EPIC
Languages
Spanish
Native or Bilingual
Texas Department of Insurance Property and Casualty license
Active P & C license with expiration date of 4/30/2026.
Timeline
Director of Customer Service
Reliance Partners
09.2022 - Current
Customer Service Manager
Reliance Partners
03.2021 - 08.2022
Senior Account Manager
Reliance Partners
10.2020 - 02.2021
Account Manager
Reliance Partners
08.2018 - 09.2020
Customer Service Representative
Reliance Partners
09.2016 - 07.2018
Probation and Parole Officer
Tennessee Department Of Corrections
12.2014 - 08.2016
Bachelor of Arts - Criminal Justice
The University of Texas At San Antonio
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