Andrea Flores
Joliet,IL
Summary
Experienced customer service professional with exceptional interpersonal, communication, and multitasking skills. Achieved success in providing top-notch service in fast-paced settings. Demonstrated expertise in cultivating client relationships, efficiently resolving issues, and supporting internal operations. Bilingual in Spanish and English with excellent oral and written communication abilities.
Overview
20
20
years of professional experience
Work History
Lead Interaction Specialist
Thrivent
05.2022 - 07.2024
- Respond promptly to incoming leads through calls, emails, chats, website forms, or SMS
- Provide information about products or services and answer initial questions
- Collaborated with the operations team to ensure efficient handling of client inquiries and accurate data entry across multiple platforms
- Partnered with financial advisors and other departments to coordinate customer handoffs and ensure follow-through on service requests
- Ask qualifying questions to understand the lead’s needs and goals
- Determine how your company’s offerings align with the prospect's situation
- Build relationships with leads who aren't ready to commit
- Follow up regularly to keep them engaged and move them through the funnel
- Work closely with the sales team and financial advisors by passing along qualified leads
- Coordinate with marketing to give feedback on lead quality and campaign performance
- Accurately log all interactions and outcomes in the CRM system
- Maintain clean records to ensure smooth handoffs and follow-ups
- Serve as the first point of contact—representing the brand with professionalism and warmth
- Provide clear, timely, and accurate information to create a positive impression
Life Insurance Representative
Thrivent Financial
05.2022 - 07.2024
- Answer inbound calls and respond to customer questions about life insurance policies
- Explain policy coverage, premiums, benefits, loan options, and riders
- Assist with updating personal information, changing beneficiaries, and processing policy changes
- Help clients request loans, withdrawals, cancellations, or reinstatements
- Answer questions about billing, due dates, late fees, and payment options
- Process payments or set up recurring payment plans
- Send and receive forms via email, mail, or DocuSign
- Guide customers through required paperwork and ensure completion
- Use multiple internal systems to verify client data, research policies, and process requests accurately
- Follow HIPAA guidelines and company policies to protect customer information
- Ensure all actions align with industry and regulatory standards
- Handle concerns or complaints professionally, aiming to resolve issues on the first call
- Escalate complex cases to supervisors or appropriate departments when necessary
Senior Health Customer Service Representative
Christian Brother Services
06.2017 - 08.2022
- Handled benefits, billing, claims, and reimbursement inquiries
- Delivered high-quality service to improve customer retention
- Evaluated cases to determine solutions or coordinate service recovery
- Accurately responded to email and phone inquiries
- Monitored 5 customer benefit services representatives performance and provide regular feedback or support
- Ensure customers receive consistent, helpful, and positive service
- Handle escalated complaints or complex issues that frontline agents can’t resolve
Medical Assistant / Office Assistant
Midwest Respiratory LLC
07.2013 - 05.2017
- Supported front and back office functions in a clinical setting
- Managed patient communication, scheduling, and documentation
- Ensured adherence to company policies and patient confidentiality
- Assisted with billing and insurance verification
Education
Associates in Arts - Human Resource, Human Services
Joliet Junior College
Joliet, IL05.2026
Skills
- Customer Service
- Communication
- Marketing
- Client Engagement
- Sales
- Medical Terminology
- Customer Data Confidentiality
- Self-Motivated
- Accountable
Additional Information
Fast learner with a positive attitude and strong work ethic, Effective under pressure and in team environments, Committed to delivering exceptional service in every role
Timeline
Lead Interaction Specialist
Thrivent
05.2022 - 07.2024
Life Insurance Representative
Thrivent Financial
05.2022 - 07.2024
Senior Health Customer Service Representative
Christian Brother Services
06.2017 - 08.2022
Medical Assistant / Office Assistant
Midwest Respiratory LLC
07.2013 - 05.2017
Associates in Arts - Human Resource, Human Services
Joliet Junior College
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