Summary
Overview
Work History
Education
Skills
Timeline
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Clarisela Esparza

Des Moines,IA

Summary

Dynamic professional with a proven track record at Nationwide Insurance, enhancing customer satisfaction and streamlining service processes. Skilled in complaint resolution and cross-functional coordination, demonstrating adaptability and excellent communication. Achieved significant improvements in service delivery and efficiency, leveraging knowledge management and teamwork to exceed employer expectations.

Overview

29
29
years of professional experience

Work History

INSURANCE SERVICE ANALYST

NATIONWIDE INSURANCE
09.2015 - Current
  • Improved customer satisfaction by addressing and resolving service issues promptly and professionally.
  • Led root cause analysis efforts on recurring issues, resulting in the implementation of preventative measures that minimized future occurrences.
  • Enhanced communication between departments to facilitate seamless service delivery, improving internal workflow and client satisfaction levels.
  • Reduced customer complaints by proactively identifying potential problems and implementing corrective actions.
  • Streamlined service processes for increased efficiency, reducing response times and enhancing overall customer experience.

BUSINESS TO BUSINESS CONSULTANT

DIAL AMERICA
05.2010 - 01.2012
  • Developed complete business plans and operational strategies for new and existing business.
  • Led restructuring of organization internal processes, resulting in improved performance.
  • Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.

MORTGAGE BANKER

MORTGAGE DIRECT
07.2008 - 04.2010
  • Worked with underwriters to fix application problems and resolve issues.
  • Collaborated with underwriters to resolve complex loan scenarios, resulting in successful funding of loans.
  • Streamlined application processes for faster approvals, ensuring timely closings on mortgage loans.
  • Located and pre-qualified customers for mortgages.

LOAN OFFICER

TREEHOUSE LENDING
06.2006 - 07.2008
  • Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
  • Ensured compliance with all federal and state regulations throughout the loan origination process.
  • Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
  • Conducted thorough credit analysis to minimize risk exposure for the financial institution.

Customer Service Representative

Time Warner Cable
09.1995 - 12.2003
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

BREMEN HIGH SCHOOL
Midlothian, IL

Skills

  • Knowledge management
  • Cross-functional coordination
  • Complaint resolution
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Multitasking
  • Excellent Communication
  • Adaptability and Flexibility
  • Active Listening
  • Agency Support
  • Billing

Timeline

INSURANCE SERVICE ANALYST

NATIONWIDE INSURANCE
09.2015 - Current

BUSINESS TO BUSINESS CONSULTANT

DIAL AMERICA
05.2010 - 01.2012

MORTGAGE BANKER

MORTGAGE DIRECT
07.2008 - 04.2010

LOAN OFFICER

TREEHOUSE LENDING
06.2006 - 07.2008

Customer Service Representative

Time Warner Cable
09.1995 - 12.2003

BREMEN HIGH SCHOOL

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Clarisela Esparza