ANGEL PADILLA
Longwood,FL
Summary
Remote customer service professional supporting high-volume accounts, onboarding, and retention with clear, empathetic communication. Handles complex questions, accurate digital documentation, and state regulatory requirements while maintaining strong data integrity and customer trust.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Remote Acquisition Customer Service Associate, Supplemental Benefits Sales, Customer Support & Retention, Benefit Training Specialist
The Family Security Plan
Remote, FL
03.2022 - 10.2026
- Resolved complex customer questions through empathetic, consultative support and guided families with ongoing account management.
- Strengthened customer relationships and supported service goals through friendly, knowledgeable communication.
- Managed end-to-end user workflows, completed detailed client assessments, and processed digital document submissions with accuracy.
- Updated system records with order specifics and customer details, ensuring accurate account management and timely service.
- Trained and mentored new support team members through interactive Webex sessions, enhancing team readiness and service quality.
- Maintained strict data integrity and alignment with state regulatory requirements and corporate compliance standards.
- Applied React framework principles: rapport, empathy, adapt, connect, trust.
Remote Customer Life Agent, Customer Support
Lincoln Heritage
REMOTE, FL
02.2020 - 03.2021
- Guided customers carefully through documentation requirements and policy parameters to resolve issues and maximize long-term account retention.
- Handled high-volume inbound and outbound customer inquiries to ensure accurate account management and effective plan guidance.
- Updated electronic customer profiles and monitored service resolution metrics to enhance service quality and track performance trends.
Remote Life Insurance Customer Rep
Assurance IQ
Remote, FL
11.2018 - 02.2020
- Supported remote account administration, application verification, and phone-based data checks for varied customer needs.
- Verified customer information and updated CRM records.
- Resolved customer concerns with empathy to ensure satisfaction.
- Explained billing procedures, processed payments, and assisted with payment option setup.
- Coordinated follow-up calls with prospective clients to enhance engagement and facilitate timely assistance.
- Assessed user risk profiles and directed support issues to internal teams, ensuring adherence to service-level agreements.
- Oversaw multi-state regulatory compliance while maintaining 26 active non-resident professional licenses.
Education
High School Diploma -
Whittier Vocational Technical High School
Haverhill, MA06-1999
Skills
- Remote associate in life and health
Sales for supplemental benefits
Support with empathy for customers
Adaptability during onboarding processes
Resolution of escalated issues
Underwriting for complex cases
Training in cross-functional environments
Assurance of quality and compliance
Proficient in Webex and CRM systems - CRM recordkeeping
- Regulatory compliance
- Benefits enrollment
- Policy administration
Certification
- License 2-15: Life, Health & Variable Annuity
- License 2-14: Life & Variable Annuity
- License 2-40: Health Insurance
- License 6-20: Adjuster-All Lines
Timeline
Remote Acquisition Customer Service Associate, Supplemental Benefits Sales, Customer Support & Retention, Benefit Training Specialist
The Family Security Plan
03.2022 - 10.2026
Remote Customer Life Agent, Customer Support
Lincoln Heritage
02.2020 - 03.2021
Remote Life Insurance Customer Rep
Assurance IQ
11.2018 - 02.2020
High School Diploma -
Whittier Vocational Technical High School