Ana P. Medrano

Insurance Professional responsible for need-based sales and customer service role with a proven ability to cultivate member relationships, provide comprehensive insurance advice and ensure financial security. Possess strong communication, problem-solving, and multi-tasking skills with current P&C licensing and commitment to exceeding member expectations in a fast-paced contact center environment.

• Reviewed insurance policies to identify opportunities for additional coverage, enhancing member protection and potential savings.
• Analyzed members' insurance policies and recommended adjustments to optimize coverage and meet individual needs.
• Provided up-to-date industry trends and introduced new products and services to inform members and enhance their insurance options.
• Addressed and resolved clients' inquiries and concerns promptly, achieving high levels of client satisfaction.
• Utilize CRM software to track leads, customer interactions, and sales progress efficiently.
• Maintain compliance with all regulatory requirements and ethical standards in the insurance industry.
• Collaborate with team members to enhance customer service strategies.

In this highly visible role and fast-paced environment, the Service Manager is responsible for exhibiting exceptional communication and interpersonal skills critical in ensuring the diverse and unique needs of the customer, Company, and employee (“Partner”) are met.

• Drove critical staffing initiatives by managing end-to-end pre employment workflows. Resulted in 100% hiring targets within a 6 month rapid expansion phase.
• Led and oversaw the delivery, installation, and technical training of about 60 partners that increased efficiency across 20 stores.
• Interviewed, identified talent, and established a team of high-performing individuals and a culture of engagement across multiple shifts, including nights, weekends, and holidays.
• Facilitated training for new and existing partners, executed employee appraisals, and identified professional development opportunities to enhance career growth and boost employee retention.
• Collaborated with varying departments to deliver tailored communication, marketing, and sales measures, enhancing customer satisfaction and meeting Company goals.
• Created and analyzed store performance measures, identifying process improvements that enhanced customer experience while meeting operational and corporate goals.
• Demonstrated and ensured compliance with Company principles, practices, policies, and procedures.

Managed all operational, financial, and personnel aspects of the business, including but not limited to inventory analysis, sales and marketing processes, and talent acquisition.

• Directed daily store operations to ensure optimal functionality and customer satisfaction.
• Trained and mentored staff on customer service standards and operational procedures.
• Developed and implemented strategies for inventory management.