EVELYN HERNANDEZ
Summary
Highly motivated individual experienced in the insurance industry, specializing in claims. Proven track record of success in resolving challenging cases and ensuring customer satisfaction. Possesses strong communication skills and the ability to establish strong working relationships with customers. Excellent organizational and problem-solving skills to efficiently manage a high volume of claims.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Property Complex Claims Specialist
State Farm
06.2023 - Current
- Facilitated communication between claimants, providers, attorneys, adjusters, employers, and other parties involved in a claim.
- Investigated complex or high-value claims to identify discrepancies and fraud indicators.
- Provided customer service to policyholders and claimants by answering their questions, resolving disputes, and explaining coverage details.
- Mentored new Claims Specialists on best practices and departmental procedures.
- Negotiated settlements between insurers and claimants while ensuring compliance with applicable laws and regulations.
- Secured statements from parties involved in auto accidents to determine liability.
- Explained partial and full denials for items not covered under policies.
- Leveraged available tools to assist claim owners with quality claim handling
Power Software Consultant
Reynolds & Reynolds
College Station
02.2023 - 05.2023
- Provide technical support to dealerships personnel on the Power DMS platform (Payroll and Accounting)
- Research conducted through various applications and tools to provide valuable solutions to customers
- Utilize de-escalation techniques to help support the customer
- Work with cross functional peers as needed to be able to provide a solution for the customer
- Manage a daily queue of tickets and outbound calls as needed
- Career development through software education courses, training modules and classes.
Data Coordinator
Russell Tobin/Amazon Prime Air
College Station
09.2022 - 12.2022
- Conduct yard surveys to ensure customers met criteria for a successful drone delivery service
- Conduct D2D visits with interested customers and attain yard survey completion rate
- Manage a daily book of appointments needed to be serviced for the day
- Assist customers in answering questions or concerns
- Drive CSAT
- Collaborate with cross functional partners of the Prime Air Team.
Specialized Sales Manager
Wayfair
College Station
01.2020 - 07.2022
- Develop a team of specialized agents (mattress experts) to exceed team targets-revenue/conversion rates/CSAT/QA
- Drive engagement initiatives and promote a strong employee culture
- Work with cross functional partners/departments to improve team performance and overall attainment of sales targets
- Mitigate shrink
- Build relationships with colleagues outside of the team to drive growth and creative thinking.
Hybrid Sales Manager
Wayfair
College Station
04.2019 - 12.2019
- Develop a team of hybrid agents (inbound/outbound queue) to exceed team targets-revenue/conversion rates/CSAT/QA
- Drive engagement initiatives and promote a strong employee culture
- Work with cross functional partners/departments to improve team performance and overall attainment of sales targets
- Mitigate shrink
- Build relationships with colleagues outside of the team to drive growth and creative thinking
- Continuation of promoting pulse surveys to increase NPS scores and campaign Wayfair values to ensure well above expectations were met
- Analyze data to identify trends and work to close performance gaps
- Handle customer escalations and preserve customer relationships
- Leverage dashboards on a daily basis to pivot teams performance as needed
- Conduct team meetings, coaching sessions, side by sides, etc to deliver actionable feedback and improve individual performance
- Team engagement through contests and games to drive performance and camaraderie among team members.
Inbound Sales Manager
Wayfair
College Station
01.2017 - 01.2019
- Develop a team of inbound sales agents to exceed team targets-revenue/conversion rates/CSAT/QA
- Drive engagement initiatives and promote a strong employee culture
- Work with cross functional partners/departments to improve team performance and overall attainment of sales targets
- Mitigate shrink
- Build relationships with colleagues outside of the team to drive growth and creative thinking
- Continuation of promoting pulse surveys to increase NPS scores and campaign Wayfair values to ensure well above expectations were met
- Analyze data to identify trends and work to close performance gaps
- Handle customer escalations and preserve customer relationships
- Leverage dashboards on a daily basis to pivot teams performance as needed
- Conduct team meetings, coaching sessions, side by sides, etc to deliver actionable feedback and improve individual performance
- Team engagement through contests and games to drive performance and camaraderie among team members.
Inbound Sales Agent
Wayfair
College Station
05.2016 - 01.2017
- Deliver a world class customer experience by creating and establishing relationships with customers through active listening and suggestive selling
- Meet and exceed performance goals by having daily/weekly/monthly attainable goals
- Build relationships with colleagues through collaborative teamwork
- Train and mentor new employees on best practices
Education
Associate of Applied Science - Business Management
Palo Alto College
San Antonio, TXAssociate of Science - General Business
Palo Alto College
San Antonio, TXAssociate of Science - Marketing
Palo Alto College
San Antonio, TXSkills
- Time Management
- MS Office Suite
- Google Workspace
- Inbound/Outbound Sales
- Teamwork/Collaboration
- Customer Service
- CRM Tools: Salesforce/Salesloft
Languages
- Spanish
- Bilingual
Certification
- Texas Property & Casualty License
Languages
Spanish
Native/ Bilingual
Timeline
Property Complex Claims Specialist
State Farm
06.2023 - Current
Power Software Consultant
Reynolds & Reynolds
02.2023 - 05.2023
Data Coordinator
Russell Tobin/Amazon Prime Air
09.2022 - 12.2022
Specialized Sales Manager
Wayfair
01.2020 - 07.2022
Hybrid Sales Manager
Wayfair
04.2019 - 12.2019
Inbound Sales Manager
Wayfair
01.2017 - 01.2019
Inbound Sales Agent
Wayfair
05.2016 - 01.2017
Associate of Applied Science - Business Management
Palo Alto College
Associate of Science - General Business
Palo Alto College
Associate of Science - Marketing
Palo Alto College
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