Celia Soberal

• Assisted customers and insurance agents in resolving inquiries regarding Specialty and Casualty policies to enhance customer understanding and satisfaction.
• Interpret policy provisions and explain coverage in a clear and professional manner.
• Collaborated with Claims, Underwriting, and Policy Support teams to efficiently resolve customer concerns, improving overall service quality.
• Navigated multiple computer systems to manage high-volume call environment, ensuring timely and accurate responses to customer needs.
• Deliver accurate information while maintaining compliance with company policies and legal requirements.

• Investigated rejected claims, ensuring accurate documentation to secure timely reimbursement.
• Followed up with insurance carriers, resolving outstanding claims to expedite reimbursement.
• Processed claim appeals, submitting supporting documentation to enhance reimbursement outcomes.
• Prepared and resubmitted corrected insurance claims according to payer guidelines.

• Managed a high-volume caseload of automobile insurance claims from initial contact through resolution.
• Investigated claims, documented findings, and negotiated settlements within company guidelines.
• Informed customers throughout the claims process, providing timely updates to enhance satisfaction.
• Delivered outstanding customer service through phone, email, and digital communication channels.
• Collaborated with vendors and internal departments to streamline claim resolution processes.
• Responded swiftly during catastrophe events, ensuring service standards were upheld.

Walt Disney World Resort – Orlando, FL

Disney Cruise Line Vacation Advisor | May 2021 – January 2023

• Recommended vacation packages and onboard experiences using consultative sales techniques to enhance guest satisfaction.
• Managed reservations, modifications, and guest inquiries while ensuring exceptional customer satisfaction.
• Resolved guest concerns professionally and created memorable vacation experiences.
• Demonstrated extensive knowledge of Disney Cruise Line products, services, and destinations.
• Planned personalized Disney Cruise vacations for guests, aligning offerings with preferences and budgets.

Resort Concierge

• Assisted guests with check-in, dining reservations, recreation planning, and theme park experiences.
• Recommended attractions, restaurants, and activities based on guest interests.
• Managed multiple guest requests simultaneously, delivering personalized service to ensure memorable vacation experiences.

Graduation Expected