Joseph Aldana
San Antonio,TX
Summary
Dynamic insurance professional with a proven track record at USAA, excelling in client relationship building and policy management. Leveraged strong leadership skills to enhance team performance and customer satisfaction. Adept at interpreting complex insurance contracts, Committed to operational efficiency and continuous improvement.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Professional
USAA Insurance
San Antonio, TX
06.2020 - 03.2026
- Assisted clients in identifying insurance needs by selecting appropriate coverages and policy renewals. Executive level complaint processing.
- Performed new hire training and unit coaching. Interviewed internal employees for department.
- Provided support in processing policy applications and renewals efficiently
- Collaborated with team members to enhance customer service.
Call Center Manager
Via Metropolitan Transit
San Antonio, TX
06.2019 - 05.2020
- Lead team of 21 call center agents, enhancing customer service quality to include employee training.
- Interview employee applicants and employee separation packets for Human Resources. Developed and maintained reporting systems to track call center metrics and performance using Verint systems.
- Collaborated to create a new PTO online platform, resulting in transitioning from paper to online, improving operational efficiency.
Personal Lines Insurance Agent
USAA Insurance
San Antonio, TX
02.2004 - 06.2019
- Advised members on personal insurance products to meet coverage needs.
- Facilitated policy service coverage adjustments and modifications at member request.
- Trained and coached new hire employees
Office Administrative Assistant
United States Air Force, USAF
Lackland Air Base, Texas
05.2000 - 02.2002
Education
No Degree - Insurance And Risk Management
Louisiana State University
Baton Rouge, LASkills
- Ability to read and interpret insurance policy contracts
- Client relationship building and customer service
- Strong leadership and communication skills allowing me to effectively manage or lead a group or team
- Ability to establish rapport and collaborate well with colleagues
Certification
Property and Casualty Producers license. 2004
Timeline
Licensed Insurance Sales Professional
USAA Insurance
06.2020 - 03.2026
Call Center Manager
Via Metropolitan Transit
06.2019 - 05.2020
Personal Lines Insurance Agent
USAA Insurance
02.2004 - 06.2019
Office Administrative Assistant
United States Air Force, USAF
05.2000 - 02.2002
No Degree - Insurance And Risk Management
Louisiana State University