Open To Work
Eunice Feliciano
Tampa,FL
Work Preference
Summary
Dynamic customer service specialist with over six years of experience in customer support and two years as an underwriting consultant. Proficient in leveraging internal databases, including Opus/Silverline, and the Microsoft Office Suite to streamline operations and enhance communication. Expertise in policy interpretation and adept at resolving complex issues efficiently, ensuring high levels of customer satisfaction. Committed to delivering exceptional service while managing high-volume communications effectively.
Overview
9
9
years of professional experience
Work History
Assistance Fund-Contractor
Arango Human Reource Solutions
Tampa, FL
10.2025 - 01.2026
- Enrolled eligible patients in financial support programs.
- Maintained, verified and updated patient demographics.
- Escalated complex patients inquiries to management to ensure accurate information and optimal care.
Underwriting Consultant
Embark General / Sprinters Insurance
Tampa, FL
10.2023 - 06.2025
- Liaised for the Customer Service Center as they answer phone calls on Agent/ASR questions and provide necessary support.
- Sent detailed communication and responded to customers and agents via email
- Remained up to date and in compliance with State regulations
- Provided Underwriting/System and Procedural support to Agents and Marketing as needed daily
- Responded to email and chat communication within a timely matter
- Remained available to receive calls within the Underwriting queue and make outbound calls as needed to resolve policy issues
- Conducted audits on the underwriting processes and reports trends on new business and renewal policies
- Immediately provided feedback when needed to Underwriting leadership on Underwriting Guidelines, Forms, Agent Trends, System Issues, and Peers
- Reported system/procedural inefficiencies proactively and provides process recommendations to Underwriting leadership as needed
- Performed other duties as assigned in support of Underwriting leadership
Remote Bi-Lingual Customer Service Representative
Embark General / Sprinters Insurance
Tampa, FL
04.2020 - 10.2023
- Handled inbound calls from agent and policy holders for about 3 companies Embark, ACCC, Sprinter insurance and homeowners and Embark General Insurance
- Worked with 3 different systems (Policy One, Silvervine and Opus)
- Worked on trackers for selected projects
- Responded to telephone or written correspondence inquiries from members and agents within the establishment and timeframes utilizing current reference materials and available resources
- Assisted members and agents regarding website registration and navigation
- Identified trends related to member and agent inquiries that may lead to policy or process improvements while providing excellent customer service that impacted quality and performance
- Maintained performance and quality standards per department’s metrics
Bi-Lingual Customer Service Representative
Windhaven Insurance LLC
Tampa, FL
09.2018 - 03.2020
- Handled inbound calls from agent and policy holders for auto policies
- Responded to telephone or written correspondence inquiries from members and providers within establishment and timeframes utilizing current reference materials and available resources
- Assisted members and agents regarding website registration and navigation
- Identified trends related to member and provider inquiries that may lead to policy or process improvements that support excellent customer service that impacted quality and performance
- Maintained performance and quality standards per department’s metrics
Patient Care Assistant
Whitehall Manor
Allentown, PA
10.2016 - 03.2018
- Assisted patient’s needs in maintaining physical hygiene, performing basic necessary daily functions while ensuring they have a safe and clean environment
- Performed direct nursing tasks including taking vital signs also assisted with activities of daily living and hygiene needs, and obtaining certain lab specimens
- Escorted patients to and from various destinations
- Assisted patients who needed help walking or standing
- Communicated a patient’s needs to nurses and doctors as needed
- Lifted patients to move them and prevent bedsores
- Fed patients, ensuring that any special dietary needs are strictly adhered to
Education
Bard College
NYCSkills
- Languages: English, Spanish – read and write
- Computer Programs: Microsoft Office
- Internal Product databases: Policy One, Silvervine, Opus
- Expertise in: Excellent communication with a focus on Customer Service, Ability to listen and Empathize, Flexibility, Dedicated and a natural Positive Attitude
Timeline
Assistance Fund-Contractor
Arango Human Reource Solutions
10.2025 - 01.2026
Underwriting Consultant
Embark General / Sprinters Insurance
10.2023 - 06.2025
Remote Bi-Lingual Customer Service Representative
Embark General / Sprinters Insurance
04.2020 - 10.2023
Bi-Lingual Customer Service Representative
Windhaven Insurance LLC
09.2018 - 03.2020
Patient Care Assistant
Whitehall Manor
10.2016 - 03.2018
Bard College