Florencia Luna
Naples
Summary
Commercial insurance professional prepared with extensive experience in managing accounts and fostering client relationships. Proven ability to handle complex insurance policies, coordinate renewals, and resolve client issues promptly. Valued for team collaboration, adaptability to changing needs, and results-oriented approach. Skilled in risk assessment, policy analysis, and delivering exceptional client service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Commercial Lines Account Manager
Ardent Insurance Group
07.2023 - Current
- Managed comprehensive commercial lines insurance book, ensuring client needs aligned with policy offerings.
- Developed and maintained strong client relationships, enhancing customer satisfaction and retention rates.
- Collaborated with underwriters to assess risks and determine appropriate coverage levels for clients.
- Conducted regular policy reviews, identifying gaps in coverage and recommending necessary adjustments.
- Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
- Streamlined policy renewals for timely processing, ensuring continuous coverage for clients.
Care Operations Specialist
IPSY
01.2022 - 05.2023
- Managed daily functions of deskside support, including defining and implementing processes.
- Liaised between customers and management to ensure smooth operations delivery.
- Main liaison person between Customer Care and shipping operations department.
- Monitored and controlled all replacement inventory records and data for customer care agents.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delegated work to staff, setting priorities and goals.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Evaluated problematic conditions to resolve issues and optimize service levels.
- Identified process gaps, determined solutions and implemented updates to drive efficiency improvements.
Customer Care Coordinator
IPSY
03.2019 - 12.2021
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and followed up with customers.
- Researched and prepared reports required by management.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Worked all dispute cases such as (fraud, complex, e-comm) including more complex and higher dollar cases.
Customer Care Representative
IPSY
10.2016 - 02.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Educated customers where applicable to alleviate need for future contact.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Engaged with and responded to online audience through relevant comments.
Education
BBA -
Miami Dade College
Miami, FL05.2016
Skills
- Quality Assurance and Control
- Conflict Mediation
- Team Leadership
- Operations Oversight
- Customer Service Management
- Process Improvements
- Analytical
- Excel
- Communication Skills
- Records Organization and Management
- Problem Anticipation and Resolution
Certification
FL 4-40 Insurance License
Timeline
Commercial Lines Account Manager
Ardent Insurance Group
07.2023 - Current
Care Operations Specialist
IPSY
01.2022 - 05.2023
Customer Care Coordinator
IPSY
03.2019 - 12.2021
Customer Care Representative
IPSY
10.2016 - 02.2019
BBA -
Miami Dade College