Itzel Tovar
Colorado Springs,CO
Summary
Motivated and detail-oriented professional with a proven ability to excel in diverse industries and roles. Skilled at thriving in high-pressure situations, resolving complex challenges, and delivering tailored solutions to meet organizational goals. Recognized for exceptional bilingual communication skills (English and Spanish) and a proactive, solution-focused approach to driving success and fostering strong relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Professional
USAA Federal Savings Bank
Colorado Springs, CO
04.2024 - 12.2024
- Analyzed financial data to identify cost-saving opportunities for clients.
- Educated customers on property and casualty insurance products, tailoring coverage to individual needs.
- Ensured compliance with state laws while upselling insurance products to existing and potential clients.
- Responded to customer inquiries promptly, providing clear and accurate information on coverage options and premiums.
- Enhanced professional knowledge through educational opportunities and participation in industry organizations.
Bilingual CSR
Synchrony Financial
Remote
11.2021 - 12.2022
- Provided exceptional customer service by addressing billing inquiries and processing payments securely.
- Leveraged bilingual communication skills to assist diverse customer bases effectively.
- Handled sensitive customer information with confidentiality and precision.
Legal Intake Specialist
Consumer Attorney Marketing Group
Remote
08.2020 - 12.2020
- Conducted client interviews to gather case details and directed calls to appropriate legal teams.
- Adhered to strict scripts and intake procedures to ensure accurate and efficient client service.
Alarm Dispatcher
Cops Monitoring
Lewisville, TX
11.2019 - 02.2020
- Dispatched police, fire, and medical teams for alarm responses, ensuring timely intervention.
- Maintained accurate account histories by documenting alarm types and actions taken.
- Monitored live security footage to detect unauthorized access attempts and coordinated responses.
Manager
Kansas Child support
Lawrence, KS
08.2016 - 05.2019
- Oversaw daily operations of a customer service call center, including staffing, scheduling, and performance management, to ensure efficiency and adherence to organizational standards.
- Maintained up-to-date knowledge of child support policies, Kansas family law, and federal regulations to ensure compliance and informed decision-making.
- Managed escalated customer concerns, leveraging conflict resolution skills to achieve timely and satisfactory resolutions while maintaining client trust.
- Trained, mentored, and supervised new employees, fostering a collaborative team environment and promoting professional growth.
- Developed and implemented process improvements to enhance service quality and operational productivity.
Education
High School Diploma -
Lewisville High School
Lewisville, TXSkills
- Exceptional Customer Service & Client Relations
- Conflict Resolution & Escalation Management
- Strong Verbal and Written Communication (Bilingual: English & Spanish)
- Customer Retention & Upselling Strategies
- Data Entry & Administrative Support
- Problem Solving & Critical Thinking
- Multi-tasking, Prioritization & Time Management
- Adaptability to Remote Work Environments
- Technical Proficiency in Remote Software and Systems
Certification
- Licensed in 21 States for Property & Casualty Personal Lines Insurance
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Licensed Insurance Sales Professional
USAA Federal Savings Bank
04.2024 - 12.2024
Bilingual CSR
Synchrony Financial
11.2021 - 12.2022
Legal Intake Specialist
Consumer Attorney Marketing Group
08.2020 - 12.2020
Alarm Dispatcher
Cops Monitoring
11.2019 - 02.2020
Manager
Kansas Child support
08.2016 - 05.2019
- Licensed in 21 States for Property & Casualty Personal Lines Insurance
High School Diploma -
Lewisville High School
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