Dora Gaona
Santa Fe
Summary
Detail-oriented administrative and customer service professional with a strong background in insurance operations, claims support, data entry, customer account management, and client relations. Expertise in managing high-volume inbound calls while maintaining accurate records, processing payments, and resolving customer concerns in fast-paced environments. Proven ability to handle sensitive information and foster effective communication with clients and internal teams, ensuring precise documentation and reporting. Actively pursuing opportunities in remote administration, claims trainee positions, customer service, or insurance support roles to leverage skills and contribute to organizational success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Remote
Penn Mutual Insurance
Philadelphia, PA
06.2024 - 12.2025
- Facilitated efficient handling of high-volume inbound customer inquiries concerning life insurance policies and account specifics.
- Reviewed and processed customer requests alongside policy updates, maintaining meticulous attention to detail throughout documentation.
- Executed meticulous electronic record maintenance and facilitated timely data entry to enhance operational efficiency.
- Managed client and agent interactions to ensure accurate policy servicing and effective resolution of account discrepancies.
- Streamlined communication between departments to optimize customer service delivery and ensure timely responses.
Customer Service Representative/Hybrid
American National Insurance
Galveston, TX
11.2019 - 04.2024
- Managed communication with customers and insurance agents to resolve policy inquiries, execute account updates, and address service requests efficiently.
- Oversaw customer payment transactions and organized the timely distribution of policy documentation and correspondence to ensure customer satisfaction.
- Executed systematic updates of account information and maintained precise customer records within company systems.
- Coordinated policy processing efforts by tracking pending requirements and executing follow-up communications to enhance operational efficiency.
- Facilitated professional interactions with customers, ensuring adherence to productivity and quality expectations.
- Implemented onboarding processes for new hires, focusing on best practices and effective customer service techniques.
- Engaged with cross-functional teams to identify and implement improvements in service delivery methodologies.
Bank Teller III / Bank Teller
Amegy Bank
Dickinson, TX
10.2018 - 11.2019
- Administered comprehensive processing of financial transactions, maintaining adherence to regulations and fostering positive customer experiences.
- Coordinated thorough documentation of customer transactions, ensuring effective administration and compliance within branch operations.
- Identified client needs and streamlined routing to suitable banking departments, improving overall service efficiency.
- Conducted regular audits to verify compliance with company procedures, financial policies, and confidentiality standards.
- Managed end-to-end customer transaction workflows, ensuring accuracy and operational efficiency.
- Executed cash drawer oversight, maintaining strict compliance with established security protocols.
Transport Manager / Customer Service Representative
CAAR of Houston
Pearland, TX
10.2010 - 08.2017
- Directed scheduling and route management, optimizing daily logistics for seamless operations.
- Oversaw comprehensive administrative tasks, including billing, invoicing, payroll support, and account management, to maintain organizational efficiency.
- Oversaw customer database operations and meticulously updated account information to support effective customer relationship management.
- Instructed new employees on essential company procedures, emphasizing data entry accuracy and effective recordkeeping practices.
- Resolved customer issues promptly to improve satisfaction. Organized appointment logistics to streamline operations. Generated daily operational reports to inform decision-making processes.
Education
High School Diploma -
Santa Fe High School
Santa FeSkills
- Excel proficiency
- Microsoft Word
- Microsoft Outlook
- Data Entry Systems
- Payment Processing Systems
- Call Center Support Systems
- Electronic Record Management
- Scheduling & Reporting Tools
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
- TWIC Card
- LOMA 281
- LOMA 291
- Intuit Bookkeeping Basics
Core Qualifications
- Customer Service & Client Support
- Claims Support & Insurance Operations
- Data Entry & Record Management
- Inbound Call Handling
- Microsoft Excel & Microsoft Office
- Payment Processing & Billing Support
- Account Updates & Documentation
- Administrative & Office Support
- Scheduling & Calendar Coordination
- Problem Solving & Critical Thinking
- Training & Onboarding Support
- Time Management & Organization
- Attention to Detail & Accuracy
- Policy Information Review
- Customer Issue Resolution
- Confidential Information Handling
Timeline
Customer Service Representative/Remote
Penn Mutual Insurance
06.2024 - 12.2025
Customer Service Representative/Hybrid
American National Insurance
11.2019 - 04.2024
Bank Teller III / Bank Teller
Amegy Bank
10.2018 - 11.2019
Transport Manager / Customer Service Representative
CAAR of Houston
10.2010 - 08.2017
High School Diploma -
Santa Fe High School