Amanda Cuevas
Chula Vista,CA
Summary
Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
16
16
years of professional experience
Work History
Insurance Specialist/Administrative Assistant
Chris Shamoon State Farm
06.2022 - 12.2023
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Conducted annual reviews of existing policies to update information.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Provided exceptional service to clients by guiding them through claims process step by step.
- Educated clients on insurance policies and procedures.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Maintained high standards of customer service by building relationships with clients.
- Followed up on denials, late payments, extensions and other special circumstances.
- Trained new hires on company policies and procedures, ensuring seamless transition into Insurance Specialist role.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Self-motivated, with strong sense of personal responsibility.
- Skilled at working independently and collaboratively in team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Supported underwriting department by meticulously reviewing applications for accuracy and risk assessment.
- Finalized sales and collected necessary deposits.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Collected premiums on or before effective date of coverage.
- Analyzed risk factors to recommend appropriate coverage levels.
- Proven ability to learn quickly and adapt to new situations.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with strong work ethic.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of owner/agent.
- Promoted positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed phone and email correspondence and handled incoming and outgoing faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Drafted correspondence and other documents for owner/agent in owner's voice.
- Paid attention to detail while completing assignments.
- Worked well in team setting, providing support and guidance.
- Boosted referral business with outstanding communication skills that fostered trust among clients and partners alike.
Supervisor
GEICO
01.2018 - 04.2019
- Managed team of 8-10 employees on daily basis.
- Listened to 10 recorded calls per employee per month to monitor performance and look for areas of improvement.
- Monitored and submitted employee timecards daily
- Created coaching plan documents for employees monthly.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
- Worked well in team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with strong sense of personal responsibility.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to learn quickly and adapt to new situations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to team for seamless customer support.
- Managed escalated calls daily with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Promoted positive work environment through open communication channels, checking in weekly with employees in one on one meetings, and fostering team collaboration and high morale.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Coached team members daily to deliver hospitable, professional service while adhering to set service models.
- Evaluated individual performance metrics daily to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Insurance Underwriter
GEICO
10.2015 - 01.2018
- Managed approximately 40-50 incoming calls and 30-40 policy updates per day.
- Consistently met or exceeded performance targets by effectively managing daily workload and adhering to strict deadlines.
- Continually updated professional knowledge, staying current on market trends and emerging risks within industry.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Reviewed policy documents before issuance, ensuring accuracy and conformance to approved standards.
- Reduced claim losses by applying expert knowledge in identifying potential risks and setting appropriate premiums.
- Increased profitability by accurately assessing potential exposure levels and determining appropriate premium rates.
- Scrutinized underwriting performance to identify weaknesses and provide recommendations for improvement.
- Mentored junior underwriters, fostering positive team environment focused on achieving business objectives.
- Enhanced customer satisfaction through timely communication and effective negotiation of policy terms.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Worked well in team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with strong work ethic.
- Skilled at working independently and collaboratively in team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
Customer Service Representative/Sales Associate/Mentor
GEICO
08.2007 - 10.2015
- Managed approximately 60-70 incoming calls per day.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with strong work ethic.
- Engaged with customers to build rapport and loyalty.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining high level of product knowledge.
Education
Master of Arts - Creative Writing
Southern New Hampshire University
Manchester, NH05.2024
Bachelor of Arts - English
San Diego State University
San Diego, CA05.2023
Associate of Arts - English
San Diego Miramar College
San Diego, CA08.2020
High School Diploma -
Helix Charter High School
La Mesa, CA06.2006
Skills
- Customer Service
- Performance Improvement
- Research and analysis
- Reading Comprehension
- Attention to Detail
- Active Listening
- Verbal and written communication
- Coaching and Mentoring
- Microsoft Office
- Time Management
- Multitasking and Organization
- Performance Management
Hobbies: reading, writing, cooking, hiking, and spending time with my family.
I am an avid reader who reads 1-2 books per week. I enjoy monthly book club meetings and analyzing literature. I am working on a Master's Degree in Creative Writing since I love to write as well. I love to cook for my husband and two daughters. My favorite recipes to make are from the Skinnytaste Cookbooks. I also enjoy hiking and exploring San Diego with my family.
Timeline
Insurance Specialist/Administrative Assistant
Chris Shamoon State Farm
06.2022 - 12.2023
Supervisor
GEICO
01.2018 - 04.2019
Insurance Underwriter
GEICO
10.2015 - 01.2018
Customer Service Representative/Sales Associate/Mentor
GEICO
08.2007 - 10.2015
Master of Arts - Creative Writing
Southern New Hampshire University
Bachelor of Arts - English
San Diego State University
Associate of Arts - English
San Diego Miramar College
High School Diploma -
Helix Charter High School
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