Heather Ornelas
Denver,NC
Summary
Insurance professional known for delivering high-quality customer service and maintaining high standards. Possesses valuable experience in addressing client issues and providing reliable support. Consistently collaborates with team members to achieve positive outcomes and adapts to changing demands. Skilled in policy analysis, claims management, and fostering client relationships.
Overview
8
8
years of professional experience
Work History
Insurance Customer Service Representative
TTEC
03.2023 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Responded to customer requests for products, services, and company information.
Insurance Sales Agent
Progressive Auto Insurance
12.2020 - 01.2023
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Generated quotes and proposals for clients to match individual needs.
Supervisor
Rooms To Go
02.2018 - 12.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Assistant Manager
Rack Rooms Shoe Store
02.2017 - 02.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
High School Diploma -
Manatee School For The Arts
Palmetto, FL05-2012
Skills
- Organization
- Complaint handling
- Client education
- Insurance terminology
- Customer service
- Decision-making
- Records management
- Teamwork and collaboration
- Skilled in all Microsoft applications, including Teams, Office and Excel
Timeline
Insurance Customer Service Representative
TTEC
03.2023 - Current
Insurance Sales Agent
Progressive Auto Insurance
12.2020 - 01.2023
Supervisor
Rooms To Go
02.2018 - 12.2020
Assistant Manager
Rack Rooms Shoe Store
02.2017 - 02.2018
High School Diploma -
Manatee School For The Arts
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