Brenda Lozano
Las Vegas,NV
Summary
Explored initiatives aimed at contributing to organizational achievements while promoting a culture of collaboration and creativity.
Achieved project milestones through effective teamwork and collaboration. Enhanced team dynamics by providing support and sharing expertise. Drove successful project completion by leveraging collective skills and resources.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Retention Agent
Progressive Insurance Company
Las Vegas, NV
08.2019 - Current
- Facilitated customer interactions as a personal lines agent, ensuring tailored insurance solutions.
- Oversaw management of 30 to 50 calls daily, ensuring efficient communication.
- Implemented account retention strategies to enhance customer loyalty and satisfaction.
- Oversaw inbound call handling, optimizing transfer processes to enhance customer service efficiency.
- Service account when in cancellation status/follow up and review terms to avoid cancellation
- Directed initiatives for renters and homeowners policies, focusing on special lines to meet diverse client needs.
- Updated policies to ensure compliance with regulations following customer relocation out of state.
- Service renewal and rewrites as needed per policy and its needs.
- Following procedures to ensure that service standards are consistent.
Insurance Agent / Property Management
Tom Molloy Insurance
Las Vegas, NV
07.2015 - 08.2019
- Executed banking and accounting procedures to ensure financial accuracy and compliance.
- Assisted in developing marketing strategies targeting Hispanic consumers. Supported outreach initiatives to engage diverse communities. Collaborated with teams to create culturally relevant content.
- Oversaw customer interactions to enhance satisfaction levels. Guided resolution of product-related concerns through effective support. Coordinated communication between customers and service teams to streamline processes.
- Managed inbound and outbound call operations, ensuring accurate transfers to designated insurance agents.
- Maintained orderly stock room and ensured adequate inventory levels to support operations.
- Service account when in cancellation status/follow up and review terms to avoid cancellation
- Transitioned to E&S Lines and Garage Agent, focusing on risk assessment and coverage solutions for clients.
- Processed, documented, and communicated claims with precision and clarity.
- Assist in planning, developing and implementing procedures to improve operations
- Facilitated establishment of work priorities and departmental objectives.
- Report to management on priorities and updates in E & S Markets.
- Executed service renewal processes and performed necessary rewrites in accordance with policy requirements.
- Executed procedures to uphold consistent service standards.
- Manage more than 50+ call a day
Property Manager
Tom Molloy Rentals
Las Vegas, NV
07.2015 - 08.2019
- Manage 9 rental properties responsible for being the first point of contact for both landlord and tenants and for ensuring that each tenancy runs smoothly from start to finish.
- Providing advice and assistance to landlord in regards new inquiries
- Walkthroughs at beginning and end of rental contract/take photos
- Accounts receivable
- Managed all correspondence and violations per HOA guidelines
- Reading and understanding leases and contracts.
- Manage all after hours issues and repairs
- Schedule lawn maintenance and repairs as needed
- Dealing with any property maintenance requirements.
- Undertaking property surveys and preparing term maintenance plans.
- Managing suppliers and third party contractors.
- Providing great service to clients.
- Making preparations for the start of a tenancy
- Dealing with general tenancy related queries.
- Undertaking regular property inspections every six months
Insurance Agent
Loya Insurance
Las Vegas, NV
05.2012 - 01.2015
- Assisted in managing customer service operations to enhance response times and service quality. Supported development of training programs for staff to improve customer interaction skills. Aided in implementing feedback mechanisms to promote ongoing improvement in service delivery.
- Processed and organized paperwork to support team operations efficiently. Assisted in maintaining accurate records for seamless workflow. Collaborated with colleagues to ensure timely completion of documentation.
- Achieved seamless banking operations by optimizing opening and closing procedures. Enhanced team performance through effective training and support. Improved customer satisfaction by ensuring timely and accurate banking services.
- Oversaw multi-line phone operations to enhance customer service efficiency. Coordinated communication efforts by routing calls to relevant personnel. Streamlined call management processes to improve response times and service quality.
- Advertisement
- Scheduled appointments and ensured timely follow-up communications.
- Assessed and processed applications to ensure compliance with organizational standards.
Education
Diploma - All Fields Per Academics Needed To Complete HS
Liberty High School
Henderson, NV05-2007
Skills
Developed strategic connections with clients to foster loyalty and satisfaction
Developed and executed methods to assess customer satisfaction, ensuring service quality
Crafted targeted upselling strategies aimed at maximizing customer value and satisfaction
Formulated targeted retention strategies aimed at reducing churn and increasing customer satisfaction
Utilized cross-selling strategies to maximize revenue opportunities and improve customer satisfaction
Performed detailed analysis of data sets to support informed decision-making
Led initiatives to enhance customer satisfaction through strategic upselling and cross-selling techniques
Certification
Property and Casualty License
Since 10/2013
LANGUAGES
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Retention Agent
Progressive Insurance Company
08.2019 - Current
Insurance Agent / Property Management
Tom Molloy Insurance
07.2015 - 08.2019
Property Manager
Tom Molloy Rentals
07.2015 - 08.2019
Insurance Agent
Loya Insurance
05.2012 - 01.2015
Diploma - All Fields Per Academics Needed To Complete HS
Liberty High School