Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Claudia Margarini

Miami

Summary

Experienced owner with a strong background in marketing, customer service, and facility oversight. With over 11 years of industry experience, brings a unique blend of skills to the table. Excels in effectively managing and leading teams, while also maintaining a high level of customer satisfaction.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Owner/Principal Agent

First Choice Insurance Advisors
04.2023 - Current
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.

Call Center Manager

Kemper Insurance
01.2016 - 07.2021
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Prepare monthly/annual results and performance reports.
  • Monitor the company’s social media accounts and offer constructive interaction with users.
  • Analyze the long-term needs of the company’s social media strategy and offer quarterly reports to the management and executive teams that outline any necessary changes to the digital marketing plan.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Evaluated data to identify trends and determine customer service needs.

Bilingual Customer Service Consultant

INFINITY Auto Insurance
01.2014 - 01.2016
  • Analyze customer service requirement and inform of all available services, and processing transactions.
  • Administer all customer orders; provide appropriate consultation to customer for various products and services and place order accordingly.
  • Manage all customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with company policies and procedures.
  • Monitor all customer calls, analyze problems for products and services and ensure optimal solution for same.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Mediation Coordinator

Alos & Associates, P.A.
03.2009 - 12.2013
  • Respond in a timely and compliant manner to telephone, email or written inquiries from clientele and mediation agencies. Provide information to borrowers and related parties about loan options, documents, market conditions and other requirements necessary to close the loan.
  • Maintains accurate records of files reviewed, cases mediated, mediation outcomes, and fees collected. Analyzed and reviewed new loan guidelines, updates, programs and changes.
  • Performs clerical tasks such as answering telephone calls, e-mails and other correspondence directed to court mediation services; performing data entry, faxing and/or photocopying.

Education

Bachelors of Arts - Communications, Global Media Communications

Florida International University

Skills

  • Relationship management
  • Small business operations
  • Verbal and written communication
  • Staff management
  • Marketing
  • Business development
  • Business administration

Certification


  • Licensed 220 Agent

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Owner/Principal Agent

First Choice Insurance Advisors
04.2023 - Current

Call Center Manager

Kemper Insurance
01.2016 - 07.2021

Bilingual Customer Service Consultant

INFINITY Auto Insurance
01.2014 - 01.2016

Mediation Coordinator

Alos & Associates, P.A.
03.2009 - 12.2013

Bachelors of Arts - Communications, Global Media Communications

Florida International University

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