Summary
Overview
Work History
Education
Skills
Affiliations
Attributes
Timeline
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Barbara Luna

San Antonio,USA

Summary

Dynamic insurance professional with a proven track record at USAA, excelling in member service and client retention. Leveraging advanced technical skills and exceptional organizational abilities, I consistently resolve complex issues, enhancing member satisfaction and driving sales growth. Committed to fostering relationships and delivering impactful solutions in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Insurance Professional II

USAA
San Antonio, TX
09.2023 - Current
  • Promoted high member satisfaction by resolving problems with knowledgeable, friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Recognized by management for providing exceptional member service.
  • Managed member questions, detailing product benefits to maintain alignment with our mission.
  • Consistently seeking solutions benefiting both members and the company.
  • Exceeded expectations throughout the year by understanding our members' needs and making sure they have the right insurance coverage.

Licensed Insurance Agent

Allstate Corp
San Antonio, TX
01.2023 - 07.2023
  • Inside sales and customer service
    · Inbound and outbound calls to identify potential cross-sells with both existing and new clients.
    · Retention of existing clients by explaining with details benefits of their current policies.
    · Build the rapport with our clients by providing excellent customer service.
    · Probing questions to help insured find the proper coverage for their needs.
    · Close new business opportunities in an efficient time matter.
    · Selling policies on the first call.
    · Follow up with emails so clients feel the connection with their agent.

Client Services Representative II

Bank of America
San Antonio, TX
10.2018 - 05.2022
  • Ability to operate in a high volume, high intensity call center and provide excellent customer satisfaction to every client
  • Identify customers' needs, clarify information, research every issue and provide solutions
  • Build sustainable relationships and engage customers by taking the extra mile
  • Frequently attended educational seminars to improve knowledge and performance level
  • Accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior
  • Ability to ensure compliance with company standards and improve efficiency
  • Assisted with reviewing policies and procedures to ensure compliance and quality assurance

Supervisor of Planning and Budgeting Department

Government of Oaxaca. CORTV (Radio and Television Corporation)
Oaxaca, Mexico
08.2017 - 08.2018
  • Formulated and controlled the Annual Operating Budget of the corporation
  • Conducted daily funds management controls to ensure all funding requirements were processed
  • Monitored and evaluated productivity along with the IT department
  • Prepared and managed all the investment resources
  • Managed purchasing authorizations for operating expenses
  • Prepared reports on compliance with goals of the Oaxaca State Development Plan
  • Reported compliance with the projects and goals of the Annual Operating Budget

Supervisor of Collections Department

Pronto Finance
Schaumburg, IL
08.2016 - 07.2017
  • Lead and managed employee issues including safety incidents, disagreements between employees, and last minute decision making
  • Worked closely with the Billing Department to implement processes and policies that contribute to accurate invoicing and payments
  • Kept track of our portfolio, focusing on our delinquent accounts
  • Tracked GPS positions on all vehicles using various GPS tracking providers
  • Performed skip tracing including background and credit reports, and assigning door knocks
  • Responsible for approving the sending of final demand letters when repossessions occurred for non-payment
  • Followed on wage assignments and demands after repossession
  • Worked closely with the legal process, and monitored deficiency recoveries through that process
  • Addressed ongoing customer complaints concerning their accounts

Marketing Team Lead

Sam's Club
Wheeling, IL
07.2015 - 08.2016
  • Attended meetings with partners to help develop and implement business goals and objectives
  • Represented the organization to potential businesses promoting merchandise to a wide range
  • Responsible for driving our membership sales in order to meet the monthly quote
  • Handled cold calls to attract new businesses
  • Highly knowledgeable regarding strategic marketing programs that drive brand awareness
  • Prepared conference reports and meeting agendas
  • Responsible for planning, coordinating and executing events and announcements

OJT Coach

Bank of America
San Antonio, TX
06.2013 - 08.2015
  • Developed, organized, conducted and evaluated training programs for new hires
  • Acclimated new hires to the business and conducted orientation
  • Assessed training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
  • Translated requirements into training that will groom employees for the next step of their career path
  • Call listening for training purposes in order to help with QA at the end of the class
  • Set goals and action plans for outliers in all metrics for associates

Member Service / Member Service Supervisor

Sam's Club
Wheeling, IL
04.2015 - 07.2015
  • Experienced in several retail departments throughout the company
  • Managed billing to ensure the company meets required profit
  • Trained new members and help update and manage process and procedures
  • Lead team to meet daily goals with sales and profit expectations
  • Adjusted any complaints and ensure every customer leaves satisfied

Sales/Marketing Representative

Peugeot
Mexico City, Mexico
12.2013 - 01.2015
  • Retail in automotive agency focused on customers' personal needs
  • Experienced in establishing and enhancing the client experience
  • Developed extensive knowledge of products to sell in the most effective matter
  • Handled cold calls for the majority of the day
  • Maintained excellent customer service by actively following-up with potential customers
  • Advertising and marketing practices to contribute to campaign development and customer retention strategies
  • Worked closely with account managers to help execute advertising campaigns

Education

Bachelor Degree - Marketing

Anahuac University
Mexico City, Mexico

Certificate - ESL Reading and ESL Writing

William Rainey Harper College
Palatine, IL

Skills

  • MS Office
  • Sales strategies
  • Customer service
  • Time management
  • Windows Suite
  • Adobe Photoshop CS6
  • Web Mtracks
  • SMART System
  • Loan Master
  • TLO Skip Tracing
  • Synergy
  • Reg Z
  • Billing disputes
  • Regulatory compliance
  • Client retention
  • Organizational skills
  • Relationship building

Affiliations

  • As a proud military spouse I know what it means to PCS and move your whole life to a new city. I also got to experience multiple deployments where my husband had to leave and I was the one in charge of managing everything at home. I genuinely want to help our members understand the importance of the options they have to protect their assets and also their families.

Attributes

  • Superior written, oral and presentation skills with a fluency in both English and Spanish.
  • Strong interpersonal skills, especially in fast-paced/deadline-oriented environments.
  • Able to quickly identify issues and implement solutions.
  • Multi-tasking skills, notably under a demanding environment.
  • Outstanding customer service orientation.
  • Self motivated with a high degree of initiative.
  • Motivated, team player, pleasant demeanor.

Timeline

Insurance Professional II

USAA
09.2023 - Current

Licensed Insurance Agent

Allstate Corp
01.2023 - 07.2023

Client Services Representative II

Bank of America
10.2018 - 05.2022

Supervisor of Planning and Budgeting Department

Government of Oaxaca. CORTV (Radio and Television Corporation)
08.2017 - 08.2018

Supervisor of Collections Department

Pronto Finance
08.2016 - 07.2017

Marketing Team Lead

Sam's Club
07.2015 - 08.2016

Member Service / Member Service Supervisor

Sam's Club
04.2015 - 07.2015

Sales/Marketing Representative

Peugeot
12.2013 - 01.2015

OJT Coach

Bank of America
06.2013 - 08.2015

Bachelor Degree - Marketing

Anahuac University

Certificate - ESL Reading and ESL Writing

William Rainey Harper College

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Barbara Luna