ISELA MONTENEGRO
Phoenix,Az
Summary
Detail-oriented and motivated professional with 8+ years of experience in administrative support, compliance, documentation management, and client communication within fast-paced corporate environments. Holds a Bachelor’s degree in Human Resources and is eager to grow in an HR-focused role. Experienced in maintaining accurate records, coordinating processes, supporting onboarding and training, handling employee/client inquiries, and working cross-functionally to improve operations. Bilingual in English and Spanish with strong organizational skills, team oriented, attention to detail, and proficiency in Microsoft Office Suite, Outlook and Excel.
Overview
8
8
years of professional experience
Work History
Underwriter
State Farm
Tempe , AZ
04.2024 - Current
- Train and mentor junior team members on procedures, systems, and company policies.
- Recordkeeping, compliance, employee training, communication, documentation.
- Maintain and update detailed policyholder records with a high degree of accuracy and confidentiality.
- Efficiently processed high-volume policy transactions across personal lines, including homeowners, condos, manufactured homes, boats, and personal articles, maintaining accuracy and compliance.
- Communicate policy updates, premium changes, and documentation requirements clearly and professionally to agents and clients.
- Review documentation and assess risk exposure while maintaining strict attention to detail and deadlines.
- Collaborate with cross-functional teams to resolve issues and improve operational workflows.
- Promoted from New Applications to Policy Transactions based on performance, initiative, and reliability
UNDERWRITER II
LEMONADE, INC.
02.2022 - 03.2024
- Investigate, evaluate, accept, and decline home policies to add to new book of business, met efficiency goals of 99%
- Reviewed appraisals and third-party reports for homes, condos, rentals, and personal items to ensure accurate risk assessment
- Updated internal procedures and guidelines to improve consistency and operational efficiency.
- Conducted onboarding and training for newly hired underwriters, including job responsibilities and systems training.
- Managed quality assurance processes and maintained detailed documentation and audit-ready files.
- Worked closely with internal teams to resolve escalations and support process improvements.
AUTO FILE OWNER
FARMERS INSURANCE GROUP
01.2020 - 12.2021
- Managed a high-volume caseload of 200+ active files while maintaining accurate records and meeting strict deadlines
- Reviewed, organized, and maintained detailed documentation including reports, statements, estimates, and supporting records
- Conducted investigations by gathering and verifying information from multiple sources to ensure accuracy and compliance
- Interpreted and applied company policies and regulatory guidelines to make informed decisions on claims outcomes
- Communicated clearly and professionally with clients, vendors, and internal teams to resolve questions and provide updates
- Handled escalated issues and disputes, applying conflict resolution and customer service skills in high-pressure situations
- Supported onboarding and training efforts by mentoring junior team members on systems, procedures, and best practices
RECEPTIONIST
ARIZONA BENEFIT PLANS, INC.
08.2018 - 12.2019
- Provided administrative support including scheduling meetings, coordinating calendars, correspondence, and daily office operations
- Scheduled and organized meetings, ensuring proper coordination between brokers, sales teams, and leadership
- Maintained and organized confidential records and documentation related to enrollment data and business operations
- Verified and processed high-volume data using Microsoft Excel, ensuring accuracy and compliance with internal procedures
- Prepared, updated, and tracked business records, renewals, and documentation similar to HR recordkeeping functions
- Created reports, spreadsheets, and internal/external communications to support operational needs and decision-making
- Assisted with onboarding-related administrative tasks and assisting in new hire and training of receptionist
- Responded to inquiries professionally via phone and email while maintaining a high level of customer service
- Demonstrated strong attention to detail and organization while managing multiple priorities in a fast-paced environment
- Developed product materials for internal and external distribution, including summary of benefits, coverage, and benefit change sheets
- Promoted from Receptionist to Insurance Quote Analyst based on performance, initiative, and reliability
Education
BACHELOR'S DEGREE - HUMAN RESOURCES
NORTHERN ARIZONA UNIVERSITY
FLAGSTAFF, AZ01-2019
Associate Degree -
Phoenix College
01-2017
Skills
- Training Coordination & Development
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Data Entry & Reporting
- Confidential Document Handling
- Policy & Procedure Compliance
- Calendar Management & Scheduling
- Written & Verbal Communication
- Bilingual: English/Spanish
- Collaboration: Strong ability to work independently and as part of a team
References
- Ryan Callozzo, Underwriting Lead Manager, Ryan.callozzo@lemonade.com
- Brian Cook, Regional Manager, Farmers Insurance Group, (602) 768-3058
- Bonnie Gough, Manager, Arizona Benefit Plans, (602) 249-2030
- Kyle Hughson, Supervisor, Farmers Insurance Group, (913) 827-5051
Timeline
Underwriter
State Farm
04.2024 - Current
UNDERWRITER II
LEMONADE, INC.
02.2022 - 03.2024
AUTO FILE OWNER
FARMERS INSURANCE GROUP
01.2020 - 12.2021
RECEPTIONIST
ARIZONA BENEFIT PLANS, INC.
08.2018 - 12.2019
BACHELOR'S DEGREE - HUMAN RESOURCES
NORTHERN ARIZONA UNIVERSITY
Associate Degree -
Phoenix College