Brooke Luna
San Antonio,TX
Summary
Dynamic and results-driven professional with extensive experience at Nationwide, adept in policy analysis and fostering strong client relationships. Demonstrates exceptional problem-solving and communication skills, ensuring customer satisfaction and operational excellence. Proven track record in improving processes and efficiently managing complex portfolios, contributing to profitability and continuous improvement.
Overview
13
13
years of professional experience
Work History
Insurance Analyst II - Commercial Service
Nationwide
San Antonio, TX
04.2021 - Current
- Provided exceptional customer service by promptly addressing inquiries, concerns, and requests related to policy changes.
- Developed strong relationships with brokers and agents to improve communication and facilitate seamless transactions.
- Effectively communicated complex policy information to clients, promoting understanding and confidence in coverage decisions.
- Conducted thorough risk assessments for accurate policy pricing, maintaining profitability while minimizing exposure to losses.
- Maintained up-to-date industry knowledge through continuous professional development, enhancing decision-making capabilities.
- Participated in cross-functional teams tasked with reviewing internal processes for improvement opportunities.
- Managed a portfolio of complex accounts, ensuring timely renewals and adherence to regulatory requirements.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Posted payments to accounts.
- Calculated adjustments, premiums and refunds.
- Maintained confidentiality of client profiles.
- Improved client satisfaction by accurately assessing their insurance needs.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Completed change requests sent in by agents.
Wafer Fab Operator
Tower Jazz Semiconductor
San Antonio, TX
04.2020 - 03.2021
- Collaborated with engineering team to implement process improvements, achieving higher production quality.
- Enhanced equipment efficiency by performing regular maintenance and calibrations.
- Maintained accurate documentation for equipment maintenance, repair records, and inventory control.
- Operated various wafer fabrication tools, resulting in consistent product output meeting client specifications.
Waitress
54th Street Grill & Bar
San Antonio, TX
12.2013 - 11.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
Waitress Trainer
54th Street Grill and Bar
San Antonio, TX
12.2013 - 11.2020
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
Waitress and Hostess
Neals Restaurant
Houston, TX
11.2011 - 12.2013
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
Some College - Radiology
St Phillip's
San Antonio, TXHigh School Deploma -
Langham Creek High School
06.2012
Skills
- Policy analysis
- Reinsurance Strategies
- Portfolio Management
- Underwriting knowledge
- Policy Interpretation
- Data Interpretation
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Organizing and Prioritizing Work
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Teamwork skills
- Relationship Building
- Microsoft Office
- Computer Proficiency
- Documentation skills
- Team building
- Data Entry
- Reporting skills
- Task Prioritization
- Self Motivation
- Conflict Resolution
- Goal Setting
- Professionalism
- Document Review
- Continuous Improvement
- Adaptability
- Eligibility Determination
- Application Review
Timeline
Insurance Analyst II - Commercial Service
Nationwide
04.2021 - Current
Wafer Fab Operator
Tower Jazz Semiconductor
04.2020 - 03.2021
Waitress
54th Street Grill & Bar
12.2013 - 11.2020
Waitress Trainer
54th Street Grill and Bar
12.2013 - 11.2020
Waitress and Hostess
Neals Restaurant
11.2011 - 12.2013
Some College - Radiology
St Phillip's
High School Deploma -
Langham Creek High School