Ilicia Cruz
Lexington,KY
Overview
5
5
years of professional experience
Work History
Insurance Agent
State Farm
Ashland, KY
02.2023 - Current
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Provided customers with information regarding plan features, pricing, and availability.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Maintained accurate records of all insurance transactions using computer software systems.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Advised customers on the best ways to minimize risks associated with their assets.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Generated reports detailing sales activities, client interactions, and progress towards goals.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Monitored market conditions to ensure that existing policies remain competitively priced.
- Scheduled meetings with prospective clients to discuss available products and services.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Negotiated contracts between insurers and insured parties in order to obtain favorable terms for both sides.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Processed payments received from clients promptly according to established procedures.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Responded to customer inquiries and problems to promote great service.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Reviewed medical records, police reports and other documents related to claim investigations.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Presented cases at mediations or arbitrations as needed in order to facilitate dispute resolution process.
- Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
- Maintained accurate documentation of all claim activity within designated system.
- Provided training sessions for new adjusters on best practices for adjusting claims.
- Organized files into logical categories; maintained complete records according to established procedures.
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Assisted colleagues with difficult cases; provided guidance regarding complex issues or scenarios.
- Adhered strictly to departmental guidelines; ensured that all activities were compliant with applicable state laws.
- Attended continuing education classes in order to stay abreast of changes in industry standards.
- Performed special projects upon request from management; completed tasks efficiently while meeting deadlines.
- Ensured timely follow-up on all open matters; kept stakeholders informed regarding status updates.
- Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.
- Evaluated performance metrics regularly; suggested modifications where necessary for increased efficiency.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Negotiated and settled claims according to information presented through reports, research and data verification.
- Identified and obtained evidence to ascertain claim value.
- Investigated questionable claims to determine payment authorization.
- Gathered information from various third parties to determine claim acceptability.
- Completed required investigations on referred files within established timeframes.
- Reviewed data to verify validity of claims and determine case management actions.
- Communicated with personnel and legal counsel on claims involving litigation.
- Obtained necessary information to complete proper evaluation of injury claims.
- Investigated claims, conducted field audits, determined losses and reported findings.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Conducted witness interviews to assist claim information gathering process.
- Identified and collected evidence and determined value to specific claim to properly assess conditions.
- Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs.
- Interviewed claimants, medical specialists and employers to determine pertinent claim information.
- Analyzed and audited open claims to calculate additional payments owed.
- Decreased loss ratios through fair and timely claim processing.
- Reduced loss ratios through fair and prompt processing of claims.
- Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Explained premiums owed to policyholders, agents and underwriters.
- Reviewed collection files to determine next steps in collection process.
- Recommended punitive action on fraudulent claims.
- Discovered occurrences of insurance fraud or criminal neglect to avoid workplace liability.
- Coordinated with law enforcement and testified at criminal proceedings.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
Assistant Manager
T-Mobile
Ashland, KY
02.2020 - 02.2023
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Created reports on sales trends, inventory levels, and financial data.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Implemented new procedures or systems to improve efficiency within the organization.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Supervised daily operations including scheduling shifts, assigning duties.
- Served as a liaison between staff members and senior management personnel.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed inventory audits to identify losses and project demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Manager
Charter Foods
Mount Sterling, KY
11.2018 - 02.2020
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed annual goals for each department based on market trends and competitor analysis.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Reviewed contracts before signing them on behalf of the organization.
- Organized special events such as conferences or training sessions for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
Education
Some College (No Degree) - General Studies
Maysville Community And Technical College
Mount Sterling, KYSkills
- Client Relations
- Leads Prospecting
- CRM Software
- Lead Development
- Cold Calling
- Account Management
- Customer Follow-Up
- Client Retention
- Customer Service
- Policy Renewals
- Policy Writing
- Life Insurance
- Risk Mitigation
- Legal Codes
- Upselling
- Asset Protection Expertise
- Territory Expansion
- Regulatory Compliance
- Policy Adjustment Knowledge
- Business Planning
- Client Account Management
- Insurance Sales Strategy
- Operations Management
- Email Marketing
- Negotiation
- Marketing Strategies
- Deductible Expense Identification
- Marketing Management
- Financial Analysis Software
- Revenue Generation
- Cross-Selling and Upselling
- New Client Acquisition
- Claims Processing
- Policy Investigations
- Property Claims
- Risk Assessment
- Rules of Evidence
- Insurance Fraud Expertise
- Property Adjusting
- Workers' Compensation Claims
- Claims File Management Processes
- HAZMAT Expert
- Law Enforcement Background
- Database Management
- Marketing
- Sales Background
- Litigation Resolution
- Risk Management
- Advanced Computer Skills
- Best Practices Implementation
- Coverage Assessments
- Strong Interpersonal and Communication Skills
- Highly Motivated
- Data Analysis
Timeline
Insurance Agent
State Farm
02.2023 - Current
Assistant Manager
T-Mobile
02.2020 - 02.2023
Manager
Charter Foods
11.2018 - 02.2020
Some College (No Degree) - General Studies
Maysville Community And Technical College