Faustino Rodriguez Jr.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Responded to customer calls and emails to answer questions about products and services.
• Boosted customer service satisfaction ratings through consistent quality control.

• Examined claims forms and other records to determine insurance coverage.
• Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
• Reviewed new files to determine current status of injury claim and to develop plan of action.
• Collaborated with claims department and industry anti-fraud organizations to resolve claims.
• Synthesized data into comprehensive quarterly written reports for management.
• Directed and coordinated various investigations conducted by field investigation team.
• Investigated and assessed damage to property and reviewed property damage estimates.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
• Prepared summaries of damage, payments and policy coverage.
• Documented all investigation activity and presented reports to management.
• Substantiated legitimate claims and denied unjustified claims.
• Answered questions posed by insured and attorneys.
• Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
• Evaluated insurance policies and analyzed damages to determine coverage.

Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Helped customers open accounts, make deposits, update information and carry out range of routine actions.
Consulted with customers to determine best methods to resolve service and billing issues.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.

Daily total calls would average 220 along with meeting the 10 quotes a day and handling any customer service needed from the insured.

Remote position. Had a daily call quote of a minimum of 140 calls a day along with 10 quotes a day. Made outbound calls and received inbound calls on a daily basis. Leads were generated from our dealership partners who would send clients that had their vehicles serviced or purchased a new vehicle. I would have to call the leads and persuade them into allowing me to generate a quote for them and present the value of our policies. Followed up with prospects via e-mail, text, chat, and phone calls. Current clients would call for any service questions ranging from billing, coverage changes, coverage and policy questions, to filling claims. I would cross-sell any product that they were missing to offer them a better discount on their current policy.

Upsold new products to policyholders to suit individual needs.
Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
Developed productive working relationships with car dealers, loan processors, Real Estate Agents and other business partners in the community.
Researched coverage and premium options and supplied clients with the best coverage available.

Sold many variations of insurance from P&C, to Commercial Lines.

Managing accounts from doing re-shops to policy changes and billing.

• Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
• Completed all company insurance renewals including property, Workers' Compensation, general liability, cargo, aviation and K & R documents
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions
• Inputted information from customer calls and onsite service visits into the company's system using OneNote & Salesforce
• Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
• Wrote agendas and notes and sent out automatic notifications for upcoming meetings
• Successfully led key projects which resulted in new referrals and clients
• Employed techniques such as cold calling, prospecting and networking to land new customers and penetrate new markets
• Streamlined operational efficiencies, tracking weekly sales to develop senior leadership reports for corrective action planning
• Enhanced customer relationships while exceeding all sales objectives by 33%
• Qualified prospects to determine potential for future sales and prioritize conversion efforts
• Calculated estimated weekly invoicing, prepared and posted payments and followed up on all aged receivables
• Coordinated with clients and internal departments resolve account discrepancies
• Assisted with time-sensitive functions, including recording credit memos, processing invoices and completing month-end reports
• Processed weekly invoicing, including posting and reconciling payments and addressing all aged receivables

Responsible for all Accounts Receivable, Meeting all new admission financial criteria, Obtain and maintain all financial information regarding each resident along with making sure all accounts are properly maintained accordingly to policies and procedures. Making sure Facility Census record keeping is maintained accordingly to policies and procedures. Collecting money from Private, Semi-Private, and Applied Income is collected. Reconcile all Accounts using the appropriate worksheets and accounting software, and assure that all accounts are kept current. Assuring all accounts 60 days and older are properly monitored and collected. Responsible for all billing. Facilitate and coordinate with Administrator on tracking of Medicaid applications and annual renewals. Responsible for all deposits, Trust Fund, LTC policies, Census, petty cash, office supplies & correspondence. Coordinate and facilitate weekly aging reviews. Prepare Monthly Aging reviews with Regional Business Office Manager and President of Operations.

• Led all business operations, seeking and identifying opportunities to improve profitability through cost.
• Instituted dynamic team of astute and successful administrative professionals that supported all corporate growth and productivity objectives.
• Evaluated and identified ineffective workflow processes to devise and implement solutions achieving greater productivity and personnel performance.
• Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
• Increased accuracy and reduced discrepancies by verifying data while processing incoming and outgoing checks and wire transfers.
• Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
• Tracked expenses and documented records.
• Coordinated meetings with other department managers and served as main liaison between department heads and executives.
• Processed financial documents including contracts, expense reports and invoices. 

Selling all forms of insurance and insurance products ranging from Auto, Home, Life, and Commercial. Along with handling money, making deposits, process policy changes and follow up with clients to bring in new business. And any form of clerical work that needed to be done. I would manage several accounts, process claims, changes to policies, and billing inquiries. I have exceeded the minimal goal of insurance premium. I would on average sell $32K to $40K in premium. And have won awards within the company for my goals and exceeding them.

My duties are a mixture of Clerical, Marketing, and Sales. 

• Offered policy guidance and management to promote asset protection.
• Consistently met or exceeded company sales goals for new policies.
• Upsold new products to policyholders to suit individual needs.
• Analyzed customer needs and provided best options, upselling products and services.
• Drove client retention by increasing savings opportunities and identifying premium discounts. 
• Achieved high sales percentage with consultative, value-focused customer service approach.
• Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
• Recommended improvements to products and services to mitigate complaints.
• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
• Negotiated settlements for uncomplicated claims in accordance with actual company liability.
• Provided quality customer service to all assigned, insured and claimants throughout claims process to deliver timely service to customers.
• Interfaced with customers to bring accounts current with suitable repayment plans.
• Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
• Methodically resolved active claims by analyzing possible discount violations, PODs, shortages, returns and related advertising.
• Partnered with cash application team and credit manager on timely and accurate posting of remittances.
• Examined and processed chargeback notifications to customers for payment to avoid releasing debt to outside collection agencies.
• Performed various accounts receivable functions, including cash receipts posting, updating cash flow reports and researching chargebacks and write-offs.
• Provided quality customer service to all assigned, insured and claimants throughout claims process to deliver timely service to customers.
  
• Assessed policy coverage and pulled contracts for review.
  
• Collaborated with field support team, quality control, file review, team lead and adjusters to deliver support specific to claim assignment.
  

I would manage over 1,500 accounts and make sure the coverage's were adequate. Going over billing and any billing questions they had, I  would do break downs of their bills and process payments along with issuing refunds for over drafts on their policies. I would mange accounts ranging from Auto, Home, Commercial Lines,  Life, and Health policies as well. Going over deductibles, coverage definitions, and beneficiary status. I would handle large amounts of money and do deposits. Do follow up's on any policy changes or endorsements I had made.

I had an assistant that worked under me and that I managed. She would handle most of the mail in's I would receive and take phones calls for me while I managed the larger accounts with higher value and more complicated issues on their accounts or billing. Which would also free me to sell more products. 

Those products I would sell would range from Auto, Homeowners, Life, Health, Commercial, and bond policies. There is no quota on sales but on average I sell 30 to 50 auto and homeowner policies a month and 5 life policies a month.

As well with handling all of the claims at the local agency. I reported the claims, answered any coverage questions the insured had before filling claims, I followed up with each claim in the office to make sure things are being processed accordingly. I would process all documents pertaining to the claim, and issue out payments from the office for certain claims. I would make phone calls  to contractors, body shops, hospitals, and rental facilities to follow up or answer deductible questions and coverage questions.  I would help in determining the liability of claims in both Auto and Homeowners. 

• Cold called more than 100 potential customers each hour and maintained solid 32% conversion rate on leads.
• Developed and delivered new business requisitions through business-to-business sales and trade shows.
• Resolved issues quickly and professionally to retain over 22% of clients.
• Secured long-term accounts by identifying client needs and providing recommendations to promote brand effectiveness and product benefits and delivering product on time.
• Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
• Communicated with customers as soon as issues arose to immediately determine resolution before problem escalated.
• Managed and grew key customer accounts, including contract review, production scheduling and customer engineering support. 
• Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
• Reviewed account and service histories to identify trends and unaddressed issues.
• Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints.
• Reviewed customer data to assess current issues and determine eligibility for potential solutions.
• Met and exceeded productivity targets by handling every interaction with good organizational and relationship-management abilities.
• Consulted with upset customers to determine best methods to resolve service and billing issues.
• Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
• Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development.
• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
• Prevented key account losses by researching discrepancies for corrective action.
• Achieved high sales percentage with consultative, value-focused customer service approach.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
• Interviewed prospective clients to learn about financial needs and discuss any existing coverage.
• Processed applications, payments, corrections, endorsements and cancellations.
• Consulted with field support team, including claim manager, quality control, file review, team lead and adjusters to receive support specific to assigned claim.
• Prepared necessary paperwork to process insurance sales and renewals.
• Delivered quality customer service to assigned, insured and claimants throughout the entire claims lifecycle to promote effective service times for all parties.
• Provided quality customer service to all assigned, insured and claimants throughout claims process to deliver timely service to customers.
• Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Interfaced with customers to bring accounts current with suitable repayment plans.
• Methodically resolved active claims by analyzing possible discount violations, PODs, shortages, returns and related advertising.
• Consulted with field support team, including claim manager, quality control, file review, team lead and adjusters to receive support specific to assigned claim.
• Obtained all necessary information to complete proper evaluation of injury claims.
  
• Analyzed first reports of loss and underlying file material to determine if claim was suspect.
  
• Reconciled accounts receivable and prepared income summary reports and cash reports.
• Compiled financial data including compliant ledger and journal records.
• Coordinated with clients and internal departments resolve account discrepancies.