Andy Pena Avila
Miami
Summary
Florida 6-20 Licensed insurance professional with experience in agency services and FNOL claims operations. Skilled in high-volume claims intake, customer communication, de-escalation, and cross-functional collaboration within fast-paced insurance environments. Strong understanding of claims workflows, company procedures, and customer-focused claim support, with a growing focus on Property Damage claims handling and career development within claims operations.
Overview
2
2
years of professional experience
1
1
Certification
Work History
First Notice of Loss
United Automobile Insurance Company
Miami, FL
01.2026 - Current
- Handled an average of 25–30 inbound FNOL claims calls per day while maintaining accuracy and efficiency standards.
- Developed strong knowledge of the company’s claims workflow, procedures, and escalation processes.
- Demonstrated strong conflict resolution skills by assisting frustrated or distressed customers in high-pressure situations.
- Prioritized accuracy and efficiency when handling time-sensitive claim reports.
- Built foundational understanding of claims handling through daily interaction with adjusters and cross-functional departments.
Customer Service Representative
Estrella Insurance
Miami, FL
06.2025 - 10.2025
- Assisted 40–60 clients daily in a high-volume office and call center environment.
- Focused on sales, achieving an average of 1–2 policies sold per day through new business and policy renewals.
- Managed customer retention, averaging 6 clients retained per day by resolving policy suspensions, underwriting issues, and potential cancellations.
- Collaborated with coworkers and underwriting teams to handle complex client situations.
- Performed administrative tasks including end-of-day cash handling and general office support, demonstrating flexibility and multitasking skills.
- Educated clients on coverage options, policy terms, and claim procedures to ensure understanding and transparency.
Customer Service Representative
Del Toro Insurance
Miami, FL
04.2024 - 06.2025
- Handled 50–60 daily inbound and outbound calls in a high-volume call center.
- Achieved an average of 48 monthly sales, including renewals, rewrites, and new business; monthly range 37–78 policies sold.
- Processed client endorsements accurately, ensuring timely and correct policy updates.
- Managed customer retention by reviewing documents and collaborating with agency supervisors and company underwriting teams to meet client needs while complying with all requirements.Assisted clients with new auto policies, renewals, and endorsements while ensuring compliance with underwriting guidelines.
Education
Certification Of Completion - Claims Adjuster RCA Designation Course (40 hrs)
American Insurance College
(Online)11-2025
Certification Of Completion - P&C General Lines Pre-Licensing Course (200 Hrs)
Insurance Training 101
Miami11.2024
Certification Of Completion - CSR Pre-Licensing Course (60 Hours)
All Lines Training
(Online)08.2024
High School Diploma (Equivalent) -
IPU Calixto Garcia Iniguez
Cuba11.2022
Websites
Objective
Property Damage Claims Adjuster
Certification
- 6-20 Registered Claims Adjuster RCA Designation Course (Active)
- 2-20 Property & Casualty General Lines Agent (Active)
- 4-40 Customer Service Representative (Replaced by 2-20)
Timeline
First Notice of Loss
United Automobile Insurance Company
01.2026 - Current
Customer Service Representative
Estrella Insurance
06.2025 - 10.2025
Customer Service Representative
Del Toro Insurance
04.2024 - 06.2025
Certification Of Completion - P&C General Lines Pre-Licensing Course (200 Hrs)
Insurance Training 101
Certification Of Completion - CSR Pre-Licensing Course (60 Hours)
All Lines Training
High School Diploma (Equivalent) -
IPU Calixto Garcia Iniguez
Certification Of Completion - Claims Adjuster RCA Designation Course (40 hrs)
American Insurance College