Angelica M. Arbelaez
Gainesville
Summary
Bilingual Sales Customer Relations Consultant –10 plus years of personal lines insurance experience and door to door sales. Highly motivated; eager to expand skillset and leverage experience to positively contribute to a growing business, its goals and objectives. Strong work ethic, highly organized, active team player; excels in a fast-paced environment.
Overview
11
11
years of professional experience
Work History
Office Manager
Farmers Insurance Agency
2023.01 - Current
- Provide prompt friendly customer service. Service includes, responding to inquiries regarding insurance, availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification
- Ensure the office is well-maintained, and continuously equipped to successfully meet customer needs and to market relevant products
- Document archiving, processing and review
- Use a customer-focused, needs-based review process to educate customers about the different insurance options
- Coordinate and collaborate with others to achieve agency goals
- Interpreter/ Translator for the Spanish speaking community
- Created, maintained and updated filing systems for paper and electronic documents.
- Maintained computer and physical filing systems.
Claims Specialist
Tower Hill
2020.01 - 2022.01
- Owned the customer experience by establishing trust and building relationships to provide top of the line customer service contact for claims reporting activity related to personal and commercial lines
- Thoroughly and efficiently handled inquiries from policy holders, claimants and others
- Negotiated with other involved parties to arrange settlements for maximum results.
- Concise document processing
- Interpreter for Spanish speaking clients
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Conducted full claim investigations and reported updates and legal actions.
Sales Professional- Customer Service
Allstate
2018.01 - 2020.01
- Evaluated business or individual customers’ needs and financial status and proposed protection plans and products that met their criteria
- Facilitated productive relationships to create a pool of prospective clients from various sources by networking, cold calling, using referrals etc
- Worked with clients to deliver risk management strategies that fit their risk profile
- Educated prospective customers on how to protect their families and assets
- Processed customer inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Increased revenue with strategic upselling of products and services to existing customers.
- Delivered superior customer service to retain existing customers and attract future customers.
Account Executive
Fox TV
2016.01 - 2018.01
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Executed successful sales strategies to convert leads into customers.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Created sales presentations
- Facilitated collection on bad debt accounts by contacting clients prior to collections
- Interpreter/Translator for Spanish speaking clients
Customer Relations Sales Consultant / Claims Rep/Customer Service Team Lead
Cabrillo Coastal General Insurance Agency
2012.01 - 2016.01
- Managed assigned territory to meet and exceed assigned quarterly sales goals
- Demonstrated professionalism, tact, diplomacy, responsiveness, strong work ethic and a “thick skin”, pursue leads, continued follow-through and closed sales
- Organized, planned, scheduled, managed assigned prospects face-to-face visits, quality contact on the frequent basis
- Ensured appropriate follow up on customer inquiries and concerns
- Developed, maintained and distributed call reports and other applicable customer and sales documentation/ reports
- Analyzed market trends for product changes or enhancements
- Provided and advised of coverage details and estimate breakdowns
- Maintained concise file notes, file investigation and documentation on each assigned claim
- Recognized subrogation opportunities, underwriting and SIU referrals
- Reviewed policy, field adjusters report, damage estimates and itemized contents lists to make appropriate coverage determinations
- Compliant with statutory requirements
- Administered professional phone etiquette and product training to ensure team was well trained and up to date on all products
- Assisted, trained and mentored new employees
- Maintained and tracked daily production for each team member
- Handled escalated customer calls
- Communicated alternatives strategies to team members
- Planned team schedules, managed/conducted employee reviews and meetings
- Audited claim files for statutory compliance, ensured concise noting and claims handling
- Claim file preparation
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
Associate of Arts -
Santa Fe College
Gainesville, FLSkills
- Claims Handling
- Sales Presentations
- Customer Service
- Coordinate Sales Strategies
- Market Trends
- Claims Compliance Auditing
- Team management and Training
- Resilient, Resourceful and Organized
- Proficient in Microsoft Word, Excel, Power Point, and Outlook
- Word, Excel, Outlook
- Fluent in Spanish
Additional Information
- Florida Agent 220 License -W210106
- Florida Adjuster 6-20 License
- Florida Customer Service 440 License
- Currently enrolled in the 2-15 Life, Health and Variable Annuity Agent License
Languages
Spanish
Native or Bilingual
Timeline
Office Manager
Farmers Insurance Agency
2023.01 - Current
Claims Specialist
Tower Hill
2020.01 - 2022.01
Sales Professional- Customer Service
Allstate
2018.01 - 2020.01
Account Executive
Fox TV
2016.01 - 2018.01
Customer Relations Sales Consultant / Claims Rep/Customer Service Team Lead
Cabrillo Coastal General Insurance Agency
2012.01 - 2016.01
Associate of Arts -
Santa Fe College
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