Cristian Lopez
Johnson City,TN
Summary
Aiming to further pursue and expand my experience while strengthening my skillset in the Insurance field, I am striving towards a career where I can professionally advance, push for company growth, and exceed individual expectations. I am passionate about maintaining excellent client satisfaction and I am very committed to work as hard as possible until my dreams become a reality. I take great pride in being the absolute best version of myself and I wish to have a positive yet lasting impression with anyone that I encounter.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Store Manager
Confie Insurance Group
12.2023 - 04.2024
- In-office environment from a local Acceptance Insurance agency, transferring from Johnson City to Kingsport, TN.
- Improved customer satisfaction through staff training in customer service and carrier/product knowledge.
- Maximized sales and walk-in traffic by creating innovative visual merchandising displays and store layouts.
- Seamlessly adapted to a fast-paced call center environment once the company acquisition was completed.
- Created advertisements to grow our Hispanic/Spanish-speaking clientele.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, warm, safe environment for customers and employees.
- Conducted regular performance reviews for staff members, personal coaching sessions, providing constructive feedback and opportunities for growth.
- Addressed escalated customer complaints promptly, respectfully, and professionally in order to resolve issues and maintain positive, healthy relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Promoted team collaboration, performance, and efficiency by fostering healthy work environments focused on mutual success.
- Oversaw individual and store KPI's on a daily basis, including customer reviews.
- Controlled over 25 inbound/outbound calls, emails, and walk-in clients per day.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs and budgets.
- Developed strong relationships with clients through consistent communication and exceptional, friendly customer service.
Sales Producer
Karen Teske Allstate Agency
04.2023 - 09.2023
- In-office environment from a local Allstate agency.
- Established relationships with prospects and clients to promote product understanding and drive sales growth.
- Developed and maintained positive relationships with active and former clients.
- Used multiple programs to manage sensitive client information and update existing and new client profiles.
- Handled walk-in clients with a warm, friendly greeting.
- Managed over 50 inbound/outbound dials per day.
- Created successful strategies for identifying and converting prospective clients to happy, long-term customers.
- Learned advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs.
- Actively worked on warm-lead quotes sent in by service team.
- Sticked to the follow-up process implemented by managers by calling, texting, e-mailing, or sending hand-written letters to mailbox.
- Passed the state Property & Casualty Insurance exams on first try.
Field Underwriter
Symmetry Financial Group
08.2022 - 04.2023
- Remote work experience.
- Documented underwriting decisions and provided evidence of compliance to follow applicable regulations.
- Built strong relationships with carriers and clients for constructive communications.
- Analyzed credit, income, and health documents during underwriting process to determine risk factor with carrier.
- Educated clients on insurance policies and procedures to ensure peace of mind.
- Maintained excellent standards of customer service by building relationships with clients.
- Utilized CRM software to manage client profiles and update key documents.
- Primarily sold final expense products.
- Passed the state Accident, Life and Health Insurance exams on first try.
Customer Service Representative
Dial America
06.2022 - 11.2022
- Call center environment.
- Handled customer inquiries and suggestions courteously and with a professional yet friendly tone.
- Actively understood and listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered fast flow of customer calls with a profound energy and with minimal wait times.
- Managed over 60 customer calls per day.
- Scheduled home appointments for Dial America's partner, HomeServe USA.
- Cross-sold HomeServe USA products to active clients.
- First job opportunity in a new city and state, after freshly transitioning from Miami, FL to Johnson City, TN.
Customer Service Representative
Insight Global, LLC
03.2021 - 05.2021
- Remote call center experience due to the COVID-19 pandemic.
- Assigned to Insight Global's partner, Molina Health Insurance.
- Answered constant flow of inbound dials with an energetic yet happy tone, and with as little of a wait time as possible.
- Handled client inquiries with a caring attitude.
- Confirmed each client's insurance eligibility and benefits that they were entitled to.
- Explained the costs and breakdowns of certain procedures to clients.
Passenger Service Agent
Swissport International Ltd
09.2017 - 05.2021
- Provided my services for the Deutsche Lufthansa Air Group and Air Italy at Miami International Airport.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues to make them feel comfortable traveling.
- Attempted to translate in Spanish and Italian for passengers with a language barrier.
- Checked in luggage and confirmed all carry-on items met strict airline and federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to final destination, or destination of choice.
- Informed passengers of great opportunities to upgrade their seat/ticket class.
- Oversaw ticketing, gate and ramp/cargo services.
- Met arriving flights in immigrations area and made appropriate announcements over PA system.
- Safely cleared left-behind items on aircraft through U.S Customs and Border Protection.
- Escorted VIP and flight crews through TSA checkpoints to the dedicated airport lounge or dedicated gate.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Monitored security and maintained operational protocols.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements if flight was cancelled or heavily delayed.
Customer Service Representative
Koning Restaurants International, L.C
09.2016 - 05.2017
- Took orders for a local Pizza Hut call center, while balancing my Senior year in high school.
- Handled inbound calls from states across the U.S, and sent customer orders to their preferred store.
- Politely listened to customers, handled concerns quickly and escalated major issues/complaints to managers.
- Eagerly took opportunities to upsell multiple products to achieve personal sales targets.
- Twice voted as CSR of the week.
- Exceeded a total of $90,000 from all orders that were taken by me, which was noted by my managers to be 'outstanding'.
Education
High School Diploma -
Felix Varela Senior High
Miami, FL06.2017
Skills
- Energetic and friendly work attitude
- Courteous yet professional demeanor
- Active and understanding listener
- Calm and thrives under pressure
- Skilled with Word and Excel, and CRM software
- Adaptable, eager to learn, and coachable
- Dedicated and hungry to succeed
- Confident, determined and goal-driven
- Patient and sharp problem solver
- Superb team player
- Leader and focused mentality
- Focused sales closer
- Bilingual (English and Spanish)
Certification
- TN Accident, Life and Health Insurance License
- OH Non-Resident Accident, Life and Health Insurance License
- TN Property and Casualty Insurance License
NPN : 20432536
License No : 3002119656
References
- Katelyn Hicks / District Sales Manager / (404)-567-9001
- Christopher Largaespada / Store Manager / (305)-834-3829
- Karen Teske / Agency Owner / (865)-851-9522
Timeline
Store Manager
Confie Insurance Group
12.2023 - 04.2024
Sales Producer
Karen Teske Allstate Agency
04.2023 - 09.2023
Field Underwriter
Symmetry Financial Group
08.2022 - 04.2023
Customer Service Representative
Dial America
06.2022 - 11.2022
Customer Service Representative
Insight Global, LLC
03.2021 - 05.2021
Passenger Service Agent
Swissport International Ltd
09.2017 - 05.2021
Customer Service Representative
Koning Restaurants International, L.C
09.2016 - 05.2017
High School Diploma -
Felix Varela Senior High
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