Astrid Herrera
Davenport,FL
Summary
Dedicated and results-oriented professional with extensive experience in customer service, sales, and management seeking opportunities to leverage expertise in health insurance, customer retention, and shop operations management. Fluent in English and Spanish, adept at problem anticipation and resolution, critical thinking, and fostering positive relationships with customers and team members.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Licensed Health Insurance Agent/Customer Retention Manager
Vertex Brokerage
Orlando, FL
02.2023 - 04.2024
- Managed a team of Customer Service Representatives responsible for handling inquiries from existing customers.
- I effectively re-engaged nearly a hundred previous customers during peak seasons and ensured the retention of over a thousand beneficiaries while leading the retention team.
- Developed strategies to improve customer retention and loyalty.
- Created customer feedback surveys to gather data on customer satisfaction.
- Conducted regular meetings with sales staff to discuss customer retention goal.
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Created individualized proposals for clients to include coverage options, premiums and enrollment guidelines.
- Conducted fact-finding assessments to create sales presentations for client engagement.
Store Manager
Athens Flowers and Designs
Orlando, FL
05.2021 - 07.2022
- Trained and mentored associates to teach daily tasks and procedures.
- Managed day-to-day operations within the shop, including overseeing production, coordinating deliveries, and optimizing inventory management.
- Actively communicated with suppliers and vendors to ensure consistent stock levels, while also negotiating competitive prices and securing advantageous contracts for our store.
- Maintained meticulous records and efficiently managed the planning and execution of employee payments and schedules.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Helped customers find specific products, answered questions and offered product advice.
Inbound Call Center Sales Representative
AT&T
02.2019 - 06.2019
- Achieved established sales targets by generating new customer accounts.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Answered incoming customer calls and provided product and service information.
- Offered support and assistance to customers regarding products, services, billing inquiries, technical difficulties.
Education
Associate of Arts - Nursing
Valencia College
Orlando, FLBachelor of Architecture - 2018-2019
Universidad Santo Tomas
Bucaramanga, ColombiaSkills
- Bilingual: Fluent in English and Spanish
- Problem Anticipation and Resolution
- Critical Thinking
- Friendly, Positive Attitude
- Customer Retention Strategies
- Teamwork and Collaboration
Certification
- Florida Department of Financial Services: Health Insurance License issued 02/2023
- Medicare and Medicaid Certified: Trained in veteran and individuals with disabilities case management
Accomplishments
Above and Beyon Award
Given This Award in Recognition For Meeting And Exceeding Expectations
Vertex Brokerage 2023
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Licensed Health Insurance Agent/Customer Retention Manager
Vertex Brokerage
02.2023 - 04.2024
Store Manager
Athens Flowers and Designs
05.2021 - 07.2022
Inbound Call Center Sales Representative
AT&T
02.2019 - 06.2019
Associate of Arts - Nursing
Valencia College
Bachelor of Architecture - 2018-2019
Universidad Santo Tomas