Esmeralda Sanchez Diaz
Commerce City,CO
Summary
Dedicated results-driven professional with over 15 years of experience in customer service, account management, and agency operations. Extensive knowledge of personal lines insurance, policy servicing, client retention, and agency administration. Proven ability to build lasting client relationships, streamline office operations, and manage high-volume workloads while delivering exceptional customer service.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Customer Service Representative
Farmers Insurance Agency
Centennial, Colorado
01.2025 - Current
- Strengthened customer retention by offering discount options.
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted available products and services to customers during service, account management and order calls.
- Updated databases with new and modified customer data.
Customer Service Representative
Farmers Insurance Agency
Denver , CO
12.2022 - 01.2025
- Maintained accurate records of client interactions and transactions.
- Conducted follow-up calls to ensure customer satisfaction after service interactions.
- Utilized agency software to manage client accounts and documentation efficiently.
- Educated customers on available insurance products and coverage options.
- Assisted clients with policy inquiries and claims processing.
Personal Lines Account Manager
Farmers Insurance
Aurora, CO
07.2010 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to a high volume of phone calls and email inquiries to assist customers.
- Facilitated training and onboarding for incoming office staff.
- Developed strong relationships with clients through regular communication.
- Provided customer service to clients, including answering questions and resolving issues.
Customer Service Representative
Fred Loya Insurance
Denver, CO
11.2008 - 10.2009
- Provided primary customer support to internal and external customers.
- Responded to customer phone calls promptly, minimizing on-hold wait times and improving service experience.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced customer satisfaction by implementing strategies that addressed needs and resolved concerns effectively.
Education
High School Diploma - Denver, CO
West High School
Denver, CO05-2004
Skills
- Account Management
- Customer Relationship Management
- Policy Reviews & Renewals
- Client Retention
- Claims Support
- Staff Training & Onboarding
- Office Administration
- Workflow Management
- Team Leadership
- Problem Solving
- Microsoft Office Suite
- Bilingual (English & Spanish)
- Critical Thinking
- Multitasking
- Attention to Detail
Languages
English
Spanish
Certification
- Licensed in Life and Health
- Licensed in Property and Casualty
- Licensed in Personal Lines
Timeline
Customer Service Representative
Farmers Insurance Agency
01.2025 - Current
Customer Service Representative
Farmers Insurance Agency
12.2022 - 01.2025
Personal Lines Account Manager
Farmers Insurance
07.2010 - 12.2022
Customer Service Representative
Fred Loya Insurance
11.2008 - 10.2009
High School Diploma - Denver, CO
West High School