Bianca Lowry
San Antonio,TX
Summary
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
12
12
years of professional experience
Work History
Customer Relationship Specialist II
The Hartford
San Antonio, Texas
02.2024 - 05.2024
- Managed a portfolio of high-valued clients, ensuring personalized service and maintaining a 98% client retention rate.
- Resolved complex customer inquiries and issues, providing exceptional support and achieving a 95% customer satisfaction score.
- Conducted regular follow ups and proactive outreach, enhancing client engagement and fostering long-term relationships.
- Played a key role in the development and rollout of new customer service policies,aligning with industry best practices and company goals.
- Provided excellent service to policyholders, agents, and third parties through handling commercial related insurance inbound calls. Responsibilities include promoting digital self-service, ensuring customer satisfaction and solving insurance related inquires.
Insurance Account Representative
State Farm
Boerne, TX
09.2018 - 09.2021
- Managed and maintained relationships with clients, expanding product purchased and identifying opportunities
- Managed client retention for a book of business of 5000 accounts
- Presented and clearly explained insurance policy options based on clients' needs and goals.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Developed appropriate quotes based on risk information.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Handled high volume of inbound correspondence with a one-hour response time and detailed documentation
- Worked collaboratively with all internal departments to take the lead as appropriate to ensure timely resolution of issues
- Met personal/team targets on or before deadline.
Member Retention Senior Specialist
USAA Insurance
San Antonio, TX
09.2014 - 12.2017
- Worked with members in a fast-paced environment
- Achieved target performance goals and exceeded expectations based on team members performance standards
- Delivered exceptional and courteous customer service
- Applied general knowledge of insurance policy and coverage
- Build and maintained relationships with members to uncover needs and make recommendations.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Re-established customer's faith in company by providing best retention offers available.
Customer Service Representative
NCO Group
San Antonio, TX
05.2012 - 07.2014
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Educate patients and patient's representatives on the eligibility requirements, application process and verification requirements for applicable programs such as financial assistance, Medicaid, and Medicare
- Communicate with patients and patients’ representatives to resolve healthcare account balances while offering excellent customer service.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
Education
PROGRESS - BUSINESS ADMINISTRATION
SAN ANTONIO COLLEGE
Skills
- Previously held Texas General Lines Life, Accident, Health, and & HMO licensed
- Previously held Texas Personal Lines Property & Casualty License
- Computer proficient in Microsoft & DOS Software
- Excellent written & verbal communication skills
- Excellent time management skills
- Very good interpersonal and organizational skills
- Works well with others in a team environment
Interests
Family, Volunteering with the San Antonio Food Bank and Donating to the United Way campaign.
Timeline
Customer Relationship Specialist II
The Hartford
02.2024 - 05.2024
Insurance Account Representative
State Farm
09.2018 - 09.2021
Member Retention Senior Specialist
USAA Insurance
09.2014 - 12.2017
Customer Service Representative
NCO Group
05.2012 - 07.2014
PROGRESS - BUSINESS ADMINISTRATION
SAN ANTONIO COLLEGE
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