Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
AWARDS
Amy Ramirez

Amy Ramirez

Administrative and customer support
Lakeland,FL

Summary

Dedicated Customer Support Specialist with track record of delivering client-focused solutions and driving positive outcomes. Adept at navigating complex policies, risk assessment, and customer relationship management. With over 20 years of experience in customer service, sales, and administrative roles, I have developed a keen ability to provide solutions with professional care and excellence and am able to adapt to changing needs to meet organizational goals. Skilled in sales strategies, policy analysis, and maintaining high standards of customer service.

Overview

23
23
years of professional experience
1
1
Certificate

Work History

Licensed Internet Insurance Agent

GEICO Regional Office
07.2006 - 02.2025
  • Attended continuing education courses and corporate training to gain additional insurance industry knowledge and on the job skills.
  • Collaborated with underwriters to mitigate risk exposure for the company.
  • Utilized CRM software to manage client relationships.
  • Educate customers on insurance coverage and provide policy analysis to ensure insurance needs are met.
  • Monitored customer feedback and identified areas of improvement.
  • Assist in streamlining agent-customer communications to ensure consistent handling of procedures via email and live chat.
  • Handle customer requests with quality care, accuracy, and in a timely manner.
  • Resolve disputes for customers by researching and interpreting policy language.
  • Handle billing concerns and process payments securely and with accuracy.
  • Provide policy reviews and rate solutions to improve client retention results.
  • Handle escalated calls, emails, and chats with care and professionalism.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Responded to customer calls swiftly to resolve issues and answer questions.

Licensed Customer Service Insurance Agent

ALLSTATE Bob Ettensohn Agency
03.2002 - 06.2006
  • Processed payments accurately and handled billing matters effectively.
  • Delivered comprehensive auto and home quotes, securing high closing rates.
  • Tailored insurance options to meet individual needs, boosting customer satisfaction.
  • Identified customer needs and upsold additional products.
  • Responded to inquiries with professionalism by phone and in person.
  • Maintained high standards of customer service by building relationships with clients.
  • Streamlined administrative tasks, improving overall office efficiency and productivity.
  • Decreased policy lapses through consistent client education regarding benefits of ongoing coverage.

Education

Social Work

Polk Community College, Lakeland, FL
  • Completed all prerequisite courses
  • Obtained 4-40 Insurance license
  • Completed professional development in Property & Casualty insurance

High School Diploma - undefined

George Jenkins High School, Lakeland, FL
05.1994

Skills

  • Insurance product expertise
  • Client account management and retention
  • Underwriting and Risk assessment
  • Policy adjustment
  • Licensed 20-44 insurance agent
  • Quotes and sales
  • Auto insurance
  • Upselling
  • Client needs analysis
  • CRM, MS Office, Outlook, Webex
  • Licensing requirements
  • Administrative functions
  • Intermediate Spanish

Accomplishments

  • Collaborated in a team effort to improve agent-customer online communication resulting in effective first contact resolution, streamlined processes, and enhanced new agent training.
  • Completed INS 21, INS 22 studies and successfully passed exams.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Licensed Internet Insurance Agent - GEICO Regional Office
07.2006 - 02.2025
Licensed Customer Service Insurance Agent - ALLSTATE Bob Ettensohn Agency
03.2002 - 06.2006
George Jenkins High School - High School Diploma,
Polk Community College - , Social Work

AWARDS

GEICO Chairman's Club

Attained silver tier status in 2021 for excellence in quality and productivity.


GEICO Service Awards

Outstanding leadership and contribution to improvement of agent-customer online communication.

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Amy RamirezAdministrative and customer support