Keyshalee Velez Santos
Sutherland Global Services
Dover,USA
1
Language
1
Certification
7
years of professional experience
Licensed Account Manager with experience in personal lines insurance, specializing in Auto, Home, Property & Casualty, Life, and Health insurance. Licensed in Pennsylvania, Delaware, and Maryland in both Property & Casualty and Life & Health. Experienced in account management, policy servicing, cross-selling, customer relationship management, and delivering exceptional customer service. Bilingual (English/Spanish) with strong communication, problem-solving, and multitasking skills. Proactive, detail-oriented, and committed to helping clients protect what matters most while contributing to agency growth through professionalism, teamwork, and a client-first approach. Passionate about continuously expanding my knowledge and making a positive impact on every customer interaction.
Work History
Account Manager
1 Year 3 Months- Executed sales and servicing of auto, home, supplemental health, term life, and whole life insurance policies.
- Built and maintained strong client relationships through exceptional customer service, policy reviews, and proactive follow-up.
- Generated new business through warm calls, referrals, cross-selling, and community networking.
- Educated clients on insurance products, coverage options, deductibles, and risk management solutions.
- Cross-sold multiple insurance products to increase policy retention and meet agency sales goals.
- Processed policy changes, renewals, endorsements, and claims support with accuracy and efficiency.
- Quoted insurance policies, prepared applications, and ensured compliance with underwriting guidelines.
- Managed customer accounts using State Farm systems while maintaining accurate records and documentation.
- Resolved customer concerns promptly, providing personalized solutions to improve client satisfaction and retention.
Telesales Insurance Agent
3 Years 3 Months- Conducted comprehensive needs assessments for prospective clients, ensuring appropriate coverage recommendations were provided.
- Engaged in ongoing training sessions to remain informed about industry trends, product offerings, and regulatory changes.
- Delivered timely follow-up on leads generated from marketing campaigns, thereby maximizing conversion rates and enhancing new business acquisitions.
- Efficiently navigated multiple systems during calls to provide clients with a seamless experience, maintaining overall call efficiency.
- Contributed innovative ideas during team meetings aimed at improving processes or adopting new strategies, resulting in heightened efficiency and productivity among colleagues.
- Asked pertinent questions to assist customers in selecting necessary or desired products and services.
- Clearly explained product pricing and packages while addressing customer inquiries and concerns.
- Educated customers on the benefits of products and services, detailing features and responding to their questions.
- Remote
Insurance Agent
3 Years 3 Months- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Upsold additional products and services after identifying customer needs and requirements.
- Maintained high standards of customer service by building relationships with clients.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met with customers to provide information about available products and policies.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Conducted annual reviews of existing policies to update information.
- Identified and solicited sales prospects in agency databases.
- Collected premiums on or before effective date of coverage.
- Created sources for continuous client referrals within community and with businesses.
- Been able to expand book of business to Spanish and Haitian speaking prospect that later turned into customer of multiple lines of insurance.
Education
High School Diploma
Skills
Assisted Spanish-speaking clients with inquiries and support.
Facilitated bilingual communication for clients.
Operated two software programs for efficient task management.
Participated in team-building activities to enhance collaboration.
Supported problem-solving initiatives within the team.
Coordinated planning efforts for projects.
Managed time effectively to meet deadlines.
Verified insurance coverage for client policies.
Provided quotes and sales assistance to clients.
Promoted additional lines of business to clients.
Contributed to underwriting processes.
Aided clients with Certificates of Insurance (COIs).
Certification
- P&C License
- All 50 states
- Aug 2019
Languages
Spanish
Native or Bilingual
Timeline
Account Manager
Alexandra Vazquez State Farm
05.2025 - CurrentRead More
Telesales Insurance Agent
Sutherland Global Services
05.2023 - CurrentRead More
Insurance Agent
A to Z Insurance
07.2019 - 10.2022Read More
Voorhees High School
High School Diploma
Read More