Jessenia Hidalgo
Plano
Summary
Dynamic Contact Center Supervisor with proven expertise in customer experience, performance management, and team leadership. Committed to fostering accountability and driving team success through effective coaching and mentorship.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor (In-Language 2020-2025)
State Farm Insurance
Richardson
07.2019 - 04.2026
- Managed daily activities of contact center personnel to uphold service quality expectations
- Aligned decisions and actions to deliver consistent, remarkable customer experience.
- Successfully coached and mentored specialist to exceed department KPI targets and progress toward career objectives
- Promoted a culture of honesty and accountability by exemplifying ethical behavior aligned with organizational mission, vision, and values
Fire Lines Underwriter
State Farm Insurance Inc
Richardson
02.2014 - 07.2019
- Evaluated insurance applications for risk assessment and policy issuance.
- Collaborated with agents to clarify underwriting guidelines and requirements.
- Reviewed claims history to identify potential fraud or discrepancies.
Commercial Field Underwriter
State Farm Insurance Inc
Chicago
08.2008 - 02.2014
- Conducted risk assessments to determine policy eligibility.
- Partnered with clients to assess and clarify insurance needs, ensuring tailored coverage solutions.
- Assisted agent in expanding outreach within Hispanic market, contributing to increased commercial policy production.
Education
BBA - Business Administration/HR
The University of Texas At El Paso
El Paso, TX05-2005
Skills
- Customer experience
- Performance management
- Team leadership
- Change management
- Performance Coaching and mentorship
- Risk assessment
- Trend Analysis
- Conflict De-escalation
Languages
Spanish
Native/ Bilingual
Certification
- CPCU
- Leadership Richardson Alumni Association
Affiliations
- National Charity League, Inc-Preston Bluebonnet
- Developed Spanish-language market resource guide to better serve the Hispanic market.
Timeline
Contact Center Supervisor (In-Language 2020-2025)
State Farm Insurance
07.2019 - 04.2026
Fire Lines Underwriter
State Farm Insurance Inc
02.2014 - 07.2019
Commercial Field Underwriter
State Farm Insurance Inc
08.2008 - 02.2014
BBA - Business Administration/HR
The University of Texas At El Paso