Johnny Lucero
Aztec,NM
Summary
Customer-oriented Property Claims Adjuster, Call Center Trainer and skilled Client Relations advocate with 20 plus years experience in Insurance sales, service and adjusting. I am very honored to say, I bring a positive mental attitude and a long list of accomplishments that will help your business meet and exceed all goals. My years of experience has honed my skills at balancing business and customer interests by fairly applying all policies. I have in depth knowledge of the Insurance industry. I am an excellent communicator both verbally and in writing, which is crucial for our clients externally as well as internally. I am very comfortable offering insurance sales and service to all clients and walks of life. I am very detailed when interviewing customers to understand needs, provide options and offer advice. I have a stellar performance history of meeting sales targets to achieve performance goals.
Overview
20
20
years of professional experience
Work History
Insurance Advisor
State Farm
Farmington, NM
03.2023 - Current
- Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems.
- Communicated with clients by phone and email to answer questions and offer services.
- Promptly responded to reported claims by communicating with customers and reporting information.
- Employed assumptive sales techniques to efficiently close and process sales.
- Responded to customer inquiries and problems to promote great service.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Prepared proposals and conducted closing interviews to increase insurance sales.
- Opened, changed and closed customer accounts.
- Received and recorded cash, checks and transfers.
- Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
Claims Adjuster
Liberty Mutual
Chandler, AZ
04.2018 - 01.2022
- Examined claims forms and other records to determine insurance coverage
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Followed up with insured individuals regarding premium and deductibles payments
- Maintained claims data in Xactimate/Symbility systems
- Documented all investigation activity and presented reports to management
- Evaluated insurance policies and analyzed damages to determine coverage
- Substantiated legitimate claims and denied unjustified claims
- Prepared summaries of damage, payments and policy coverage
- Answered questions posed by insured and attorneys
- Maintained contact with claimants and attorneys to determine treatment status
- Handled phone calls, emails and texts from customers and other stakeholders about homeowner claim processes
- Verified insurance claims and determined a fair amount for settlement
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information
- Organized, planned, and documented materials for homeowners claims
- Answered customer questions regarding deductibles
- Investigated and assessed damage to property and reviewed property damage estimates
- Evaluated evidence with the ultimate goal of creating positive outcomes for client's claims.
Customer Service Retention Specialist
Liberty Mutual
Chandler, AZ
04.2009 - 04.2018
- Adhered to appropriate legal scripting when required
- Developed new strategies for customer retention activities
- Responding proactively and positively to rapid change
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Maintained up-to-date knowledge of product and service changes
- Effectively communicated with customers about account changes, new bundle products or services and potential coverage upgrades
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Trainer
Liberty Mutual
Chandler, AZ
04.2005 - 04.2009
- Collected information about company objectives and employee deficiencies in order to assess training needs
- Developed engaging and entertaining presentations to maintain employee attention and improve the impact of training
- Developed training programs to meet company objectives
- Maintained records on attendance and participation
- Improved organizational efficiency and control costs by educating 200 employees on resource and time management
- Held online and conference call training sessions to accommodate off- site employees
- Monitored employee progress and gave feedback to management and additional training requirements
- Reviewed effectiveness of programs and proposed updates to maximize success
- Conducted evaluations and observed employee performance to identify areas of needed improvement
- Collaborated with management to identify company training needs and scheduling
- Developed and responded to incoming and outgoing correspondence.
Customer Service Representative Specialist
Liberty Mutual
Phoenix, AZ
04.2003 - 04.2005
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Answered customer telephone calls promptly to avoid on-hold wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Cultivated customer loyalty, promoted repeat business and improved sales
- Cross-trained and backed up other customer service agents.
Education
Insurance And Risk Management -
12.2020
Completed professional development in 70-20 NONRES DESIGNATED HOME STATE ALL LINES ADJUSTER
Skills
- Decision Making
- Coverage Assessment
- Property Damage Assessment
- Relationship Building/Conflict Resolution
- File and Record Management
- Complex Problem Solving
- Calm Under Pressure
- Public Speaking
- Reserves Recommendations
- Computer Skills
- Payment Processing/Expense Control
- Reserves Adjustment
- Claims Processing/Claims Evaluation
- Verbal and Written Communication
- Settlement Negotiations
- Active Listening
- Critical Thinking
- Team Collaboration
- Student rapport
- Materials Preparation
- Group and individual instruction / Adult Learning
- Classroom expertise
- Employee training
- Revenue Generation
- New Client Acquisition
- Policy Adjustment Knowledge
- Customer Service
- Insurance Sales Strategy
- Customer Follow-Up
- Cross-Selling and Upselling
- Client Retention
- Policy Writing
- Upselling
- Leads Prospecting
- Negotiation
- Client Relations
- Policy Renewals
- Account Management
Accomplishments
- In the year 2018 I was awarded the Prestigious Circle of Excellence Award only earned by 2% of employees with Liberty Mutual.
- I was instrumental and collaborated with the Management team in the development of Vendor Bill Review. This process was implemented company wide in 2020 for all adjusters to follow. To date this process has been a key factor in generating hundreds of thousands in savings on vendor invoice payouts.
- Highly developed skill set multitasking and with desktop management
- My work experience includes Coaching, Mentoring and onboarding of over 500 employees.
- Trained over 15 new hire classes for the Customer Service Position in the Phoenix call center.
Timeline
Insurance Advisor - State Farm
03.2023 - Current
Claims Adjuster - Liberty Mutual
04.2018 - 01.2022
Customer Service Retention Specialist - Liberty Mutual
04.2009 - 04.2018
Trainer - Liberty Mutual
04.2005 - 04.2009
Customer Service Representative Specialist - Liberty Mutual
04.2003 - 04.2005
University of Florida - Insurance And Risk Management,
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