Ashley Alicea
Wesley Chapel
Summary
Results-driven Customer Service Professional with 8 years of experience, including 2.5 years in a leadership role. Expertise in team training and conflict resolution, with a strong track record in resolving escalated issues and boosting team efficiency. Ready to contribute leadership and communication skills as a Team Lead.
Overview
9
9
years of professional experience
Work History
Customer Care Advisor
Bestow
Tampa
08.2025 - Current
- Deliver exceptional customer support across multiple communication channels.
- Resolve customer inquiries efficiently via phone and email.
- Identify customer needs and provide tailored solutions.
- Manage customer accounts and maintain accurate information in database systems.
- Assist in training new staff on company policies and customer care practices.
- Ensure compliance with company policies related to customer service procedures.
Licensed Life Insurance Agent
Amplify Life
08.2024 - 07.2025
- Presented and clarified various insurance policies to clients, emphasizing key benefits and cost structures for informed decision-making
- Analyzed clients' financial situations to identify optimal life insurance coverage options tailored to their needs
- Collaborated with underwriters to streamline application processes, enhancing efficiency and ensuring timely policy issuance
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and processing policy changes
Licensed Life Insurance Agent
New York Life Insurance Company
Tampa
10.2021 - 08.2024
- Promoted and sold diverse life insurance products, including whole life, term life, guaranteed life, and additional term life & ADB policy riders, aligning offerings with client needs.
- Consulted with clients and prospects to evaluate life insurance needs, budgets, and financial goals, ensuring personalized solutions.
- Provided tailored rate quotes and coverage recommendations to enhance client understanding and decision-making.
- Processed insurance applications for current and prospective clients, ensuring accuracy and compliance with industry standards.
- Introduce clients to all available insurance policy options and clearly explain them
- Process all current insurance policy requests including but not limited to: payments, reinstatement, loans, beneficiary changes, coverage changes, changes to personal information, etc.
Career Break
N/A
Tampa
01.2020 - 10.2021
- Managed personal and family health matters due to Covid-19 pandemic.
Policy Service Specialist/Team Leader
SageSure Insurance Managers
Tallahassee
06.2018 - 12.2019
- Led a team to improve operational efficiency and customer service.
- Monitored team performance, providing constructive feedback to foster continuous improvement.
- Processed policy changes and updates for client accounts, ensuring accuracy and compliance.
- Collaborated with underwriters and agents to ensure accurate policy issuance.
- Assisted clients with inquiries regarding coverage options and claims procedures.
- Developed training materials for new hires, enhancing understanding of policy service protocols.
- Delivered training sessions on new products or services offered by the company.
Team Lead
Conduent
Tallahassee
03.2017 - 06.2018
- Led team members, ensuring timely completion of tasks to maintain high standards.
- Led team meetings to coordinate project updates and address challenges.
- Supported manager in setting achievable team goals and tracked progress towards them.
- Analyzed performance metrics to pinpoint specific areas for team improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
Education
High School Diploma -
Huron Valley Schools
Highland, MI06-2013
Skills
- Performance monitoring
- Effective communication
- Conflict resolution
- Problem-solving
- Team leadership
- Coaching and mentoring
- Training development
- Time management
Timeline
Customer Care Advisor
Bestow
08.2025 - Current
Licensed Life Insurance Agent
Amplify Life
08.2024 - 07.2025
Licensed Life Insurance Agent
New York Life Insurance Company
10.2021 - 08.2024
Career Break
N/A
01.2020 - 10.2021
Policy Service Specialist/Team Leader
SageSure Insurance Managers
06.2018 - 12.2019
Team Lead
Conduent
03.2017 - 06.2018
High School Diploma -
Huron Valley Schools