Bianca Licerio
Austin
Summary
Professional with proven track record in customer service and account management. Expertise in building strong client relationships, resolving complex issues, and driving customer satisfaction. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, problem-solving, and strategic planning. Reliable and results-driven.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Agent Service Account Manager
State Farm Luke Ramsay
Austin, TX
07.2023 - Current
- Develop and maintain relationships with large commercial clients, ensuring accounts remain up-to-date and tailored to evolving needs, resulting in long-term retention and referral growth.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Manage compliance documentation for all client accounts, ensuring adherence to State Farm regulations and standards.
- Conduct thorough risk assessments to identify client needs, enhancing policy recommendations and satisfaction.
- Drive revenue growth by developing tailored insurance solutions that addressed client-specific needs and goals.
Office Manager
State Farm Pedro Einaudi
El Paso, TX
04.2019 - 06.2023
- Led a team to successfully meet sales targets, optimizing sales workflows and improving overall office performance.
- Designed and implemented a sales follow-up system within Salesforce, leading to improved client engagement and a 30% increase in operational efficiency.
- Coordinated training for agents on onboarding processes, ensuring proper policy issuance and compliance with industry standards.
- Coordinated training sessions for staff on compliance standards, improving adherence to regulatory requirements company-wide.
- Directed the execution of office operations, optimizing workflow and enhancing team collaboration across departments.
Insurance Agent
State Farm
El Paso, TX
02.2017 - 03.2019
- Built strong relationships with commercial clients and referral sources (e.g., mortgage brokers, realtors), leading to a significant increase in referrals and client retention.
- Achieved sales goals by offering tailored solutions and cross-selling products to meet both immediate and long-term needs.
- Cultivated ongoing communication with clients to gather feedback, enhancing policy offerings and client satisfaction.
Retail Sales Associate
JCPenney
El Paso, TX
12.2012 - 01.2017
- Delivered outstanding customer service, resolving issues and upselling products to improve store sales performance.
- Consistently cultivated strong client relationships and providing excellent service.
- Trained new employees on product knowledge and customer service techniques, fostering team competency.
Education
The University of Texas At El Paso
El Paso, TX01-2019
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El Paso Community College
El Paso, TX01-2014
Skills
- Advanced Problem Solving
- Bilingual
- Strong Communication
- Ensuring customer satisfaction
- Team-oriented
- Multi-tasking
- Leadership
- Positive attitude
- Customer service and care
- Attention to detail
- Adaptability
- Scheduling & Coaching
Accomplishments
- Training - Designed and executed one-month training program for company sales team, increasing employee productivity and product knowledge.
- Supervised team of 7 staff members
- Documented and resolved loss retention which led to growth of new agents book of business.
Certification
- Property and Casualty, License TX,NM – 2018 to Present
- Life, Accident, Health & HMO License TX, NM – 2019 to Present
- State Farm/U.S Bank Certification 2022-2023
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Agent Service Account Manager
State Farm Luke Ramsay
07.2023 - Current
Office Manager
State Farm Pedro Einaudi
04.2019 - 06.2023
Insurance Agent
State Farm
02.2017 - 03.2019
Retail Sales Associate
JCPenney
12.2012 - 01.2017
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El Paso Community College
The University of Texas At El Paso