Itzel Pacheco-Contreras
Byron,GA
Summary
Hardworking Underwriter with over 8 years of experience in insurance. Excellent reputation for resolving problems and improving customer satisfaction. I am a team player that has had many rolls. I have trained new service agents and helped them succeed. I learner how to be an excellent retention agent focusing on the customer needs while maintaining proper risk. My most recent roll was a Coverage Underwriter where I maintained excellent communication with adjusters and attorneys. I helped out with subpoenas and making sure I did my role so we could properly pay out. I also trained new underwriters and helped them achieve their goals. I hope that my knowledge, experience and work ethic can help fill the underwriting position with your company.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Coverage Underwriter
Geico
04.2018 - Current
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Made approval and denial recommendations by determining accurate risk levels.
- Built strong relationships with adjusters, attorneys and managers for constructive communications.
- Analyzed credit, compliance, and title documents during underwriting process.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
Retention Specialist
GEICO
08.2017 - 04.2018
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Customer Service Representative
GEICO
04.2015 - 08.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Skills
- Strategic Decision-Making
- Agent Collaboration
- Product Knowledge
- Annual Reviews
- Performance Monitoring
- Processes and Procedures
- Strong Telephone Etiquette
- Spanish Interpreting
- Operational Efficiency
- Data Analysis
- Time Management
- Insurance Knowledge
- Customer Care
Certification
Licensed Insurance Agent - Personal Lines
Issued 05/12/2015
Expires 09/30/2025
Timeline
Coverage Underwriter
Geico
04.2018 - Current
Retention Specialist
GEICO
08.2017 - 04.2018
Customer Service Representative
GEICO
04.2015 - 08.2017