Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Diana Guerrero

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

7
7
years of professional experience

Work History

Insurance Customer Service Agent

Titanium Insurance
05.2018 - 12.2022
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Managed accurate records of employee time off, leave balances, and attendance for precise pay calculation.
  • Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Investigated and processed claims swiftly to keep customers satisfied.

Insurance Customer Service Representative

Premier Insurance
12.2016 - 05.2018
  • Update account information to maintain customer records
  • Clarify customer issues and determined root cause of problems to resolve product or service complaints
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Track expenses and income for businesses while organizing and maintaining bank statements for checking accounts
  • Establish Excel spreadsheets to reflect accurate financial records
  • Handle customer inquiries and suggestions courteously and professionally.
  • Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
  • Collaborated closely with HR and accounting teams to coordinate benefits deductions, tax withholdings, and other adjustments

Receptionist

Super 8 Motel
10.2015 - 04.2016
  • Clerical Duties such as scheduling, answering multi phone lines. Checking guests in/out.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Reduced incoming call response time by implementing an effective call routing system.
  • Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.

Education

High School Diploma -

Gainesville High School
Gainesville, GA
05.2015

Skills

  • Customer Service
  • Problem Resolution
  • Payroll
  • Microsoft Office
  • Microsoft Excel
  • Management
  • HR Support
  • Accounting
  • Bookkeeping Skills

Languages

Spanish
Native or Bilingual

References

Randy James
Owner

Premier Insurance
565 Shallowford Road

Gainesville, GA 30504
Cell: (770-654-6765)

Jaqueline Martinez
Insurance Customer Service Representative

Premier Insurance
565 Shallowford Road

Gainesville, GA 30504
Cell: (470-272-4579)


Leyva 

Insurance Marketing Representative 

Infinity Insurance 

565-D Shallowford Rd Ste D 30504

Gainesville, GA 

Cell: (470) 235-9914

Timeline

Insurance Customer Service Agent

Titanium Insurance
05.2018 - 12.2022

Insurance Customer Service Representative

Premier Insurance
12.2016 - 05.2018

Receptionist

Super 8 Motel
10.2015 - 04.2016

High School Diploma -

Gainesville High School

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Diana Guerrero