Ines Santiago Montanez
Columbia,MD
Summary
Successful experience in management, customer service, call center, interpreter and data entry; with recognized strengths in account maintenance, problem-solving and troubleshooting, experience in creating innovative solutions in a fast-paced, dynamic environment. Offer excellent interpersonal skills with focus on customer service building positive relationships with people through phone, email, text and chat. Licensed Insurance Producer on Property & Casualty and Life & Health in the DMV Area seeking a position offering new challenges and opportunities along with the benefits of work-life balance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Office Manager/Supervisor
Angie Divljan Insurance Agency Inc - State Farm
Clarksville, MD
06.2022 - Current
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Trained staff during demonstrations and meetings, also coached employees through day-to-day work and complex problems.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Continued to provide my services as Insurance Producer with emphasis on Life & Health Insurance and Commercial Insurance Specialist.
Insurance Producer / Account Associate
Angie Divljan Insurance Agency - State Farm
Clarksville, MD
07.2018 - 06.2022
- Promoted State Farm products and services using up-selling additional products and services after identifying customer needs and requirements.
- Approached potential clients by utilizing targeted marketing efforts to increase revenue, including email campaigns and cold calling.
- Formed long-lasting relationship with customers promoting referrals based on the confidence, trust and satisfaction built on product knowledge and exceptional customer service skills.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Presented insurance options to customers in knowledgeable and efficient manner helping them to make an inform decision to protect their assets.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Calculated quotes, submitted loan and insurance applications to underwriter for verification and recommendations.
- Assisted policyholders addressing and solving complaints.
- Posted payments to accounts and maintained records.
Customer Services Representative / Interpreter
Transcend Inc-Medical Transportation
Cockeysville, MD
07.2015 - 07.2018
- Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Accurately document claimant's information and calls.
- Set-up non emergency medical transportation and interpreters onsite.
- Translate formal documents, medical documents and email as requested.
- Simultaneous Interpretation over the phone English to Spanish and Spanish to English for Adjusters, Attorneys, Nurse Case Managers, Doctors and Claimants.
- Familiarized with Worker's Compensation terminology, how cases proceed and resolve.
- Accurate and prompt management of all email request and inquiries.
Office Manager/ IT Liaison
Commercial Interiors, Inc
Hanover, MD
05.2014 - 05.2015
- Manage corporate accounts and supply, equipment, and services contracts with commercial vendors.
- Oversee Information Technology Department responsible for fielding hardware/software, data management, communications equipment.
- Work directly setting up equipment for employee use and answered user inquiries regarding computer software and hardware operation.
- Establish and manage maintenance contracts.
- Supervise reception department charged with corporate communications, hospitality, office management, shipping and receiving.
- Provide professional document translation.
Panel Relations Specialist
Nielsen Audio (Arbitron)
Columbia, MD
12.2009 - 02.2014
- Effectively manage a high-volume of inbound and outbound customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment, exceeding service and quality standards.
- Mastery of customer service, management systems and databases, keeping up-to-date on the latest technologies and solutions applicable to company products.
- Built long-term customer relationships and provide an elevated customer experience by accurately documenting, researching and resolving technical issues and referring unresolved customer grievances to designated departments for further investigation.
- Create cases and claims for damaged, lost or displaced packages and follow up with clients to ensure optimal customer satisfaction.
Education
Undergraduate -
University of Maryland, Baltimore County
Skills
- Proficient in MS Office [Outlook, Word, Excel]
- Quick learner, multi-tasker, team player
- Rapid data entry
- Call center
- ECRM, ABS, NECHO, SF CONNECT, AVAYA
- Exceptional Customer Service
- Data management
- Detail oriented
- Insurance knowledge
- Bilingual (English/Spanish)
Certification
- Property & Casualty License (Maryland & Virginia)
- Life & Health License (Maryland & Virginia)
- Bank Products Certified (State Farm)
Languages
- English
- Spanish
Volunteer Experience
Resident Assistant, Maryland Hispanic Youth Symposium MHYS, Baltimore, MD, 06/2005, 07/2006, Encourage and promote high school students to pursue higher education using positive reinforcement., Organize and engage in recreational activities and workshops within the program.
Languages
Spanish
Native/ Bilingual
Accomplishments
- Certificate of Leadership (2023)
References
References available upon request.
Timeline
Office Manager/Supervisor
Angie Divljan Insurance Agency Inc - State Farm
06.2022 - Current
Insurance Producer / Account Associate
Angie Divljan Insurance Agency - State Farm
07.2018 - 06.2022
Customer Services Representative / Interpreter
Transcend Inc-Medical Transportation
07.2015 - 07.2018
Office Manager/ IT Liaison
Commercial Interiors, Inc
05.2014 - 05.2015
Panel Relations Specialist
Nielsen Audio (Arbitron)
12.2009 - 02.2014
Undergraduate -
University of Maryland, Baltimore County
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