Overview
Work History
Education
Skills
Timeline
Generic

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, KY

Skills

  • 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

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Ilicia Cruz