Dyanna Martinez
Miami,FL
Summary
Dynamic Licensed Insurance Agent , recognized for enhancing client satisfaction through tailored solutions and exceptional service. Proven expertise in insurance sales and client relationship management, complemented by strong critical thinking skills.
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
USAA Insurance
07.2021 - 01.2025
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
Customer Service Representative
Verizon
11.2018 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
Education
High School Diploma -
Coral Park Senior High
Miami, FLSkills
- Insurance product expertise
- Customer service
- New client acquisition
- Customer complaint resolution
- Call center customer service
- Billing procedures
- Professional telephone demeanor
- De-escalation techniques
- Building rapport
- Bilingual communication
Certification
- Licensed insurance agent - 4 years
- Licensed in over 30 states in the U.S
Languages
Spanish
Native or Bilingual
Timeline
Licensed Insurance Agent
USAA Insurance
07.2021 - 01.2025
Customer Service Representative
Verizon
11.2018 - 07.2021
High School Diploma -
Coral Park Senior High
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