KIMBERLY AGUILAR
USAA
San Antonio,TX
1
Certification
10
years of professional experience
Customer-focused insurance and financial services professional with 10+ years of experience supporting customers, investigating claims, resolving complex issues, and working within established policies and regulatory requirements. Experienced in handling sensitive customer and financial information, gathering and evaluating information, reviewing documentation, and making sound decisions in fast-paced environments. Strong background in phone-based customer service, claims investigation, problem resolution, de-escalation, and navigating multiple computer systems.
Work History
Survivor Relations Insurance Professional II
1 Year 1 Month- Assist survivors and beneficiaries with sensitive estate settlement processes involving insurance and financial products.
- Manage inbound and outbound member interactions through phone and email, providing accurate, professional, and compassionate support to members and families.
- Facilitated sensitive estate settlement processes for survivors and beneficiaries, ensuring clarity and support throughout interactions.
- Process policy maintenance, legal notices, account updates, payments, billing inquiries, quotes, and other transactions while maintaining a high level of accuracy.
- Researched and resolved moderately complex member issues by gathering information, reviewing documentation, and applying established policies and procedures to achieve timely resolutions.
- Interpret insurance policies, legal documentation, and regulatory requirements to determine appropriate solutions and next steps.
- Owned customer interactions, effectively reducing escalations, transfers, and callbacks to enhance member experience.
- Protect sensitive member information while maintaining professionalism, accuracy, and empathy during complex interactions.
Survivor Relations Initial Death Notification Representative II
11 Months- Managed sensitive member and estate-related matters involving insurance, banking, and financial products while providing professional and compassionate customer support.
- Gathered and evaluated information to assist with complex member requests, ensuring timely and accurate resolution of issues.
- Gathered and evaluated information to assist with complex member requests and determine appropriate next steps.
- Processed account updates, corporate record changes, member profiles, and estate-related requests across multiple systems with high accuracy.
- Resolved complex customer concerns by employing problem-solving, active listening, empathy, and de-escalation techniques to enhance member satisfaction.
- Collaborated with team members through Microsoft Teams and other business systems to research and resolve issues.
- Followed risk-management policies, procedures, and regulatory requirements while appropriately escalating non-standard issues.
Senior Auto Adjuster
1 Year 7 Months- Investigated, evaluated, and settled automobile insurance claims while applying established policies, procedures, and coverage guidelines.
- Engaged with customers and stakeholders to gather information, clarify circumstances, and effectively address claim-related concerns.
- Analyzed policies and claim information to identify coverage issues and implement appropriate resolutions.
- Managed multiple claims and competing priorities while maintaining accuracy, productivity, and professional customer service.
- Coordinated multiple claims and competing priorities while ensuring accuracy and providing professional customer service.
- Communicated claim decisions and solutions clearly while helping customers understand available options and next steps.
Auto Claims Specialist I
11 Months- Investigated, evaluated, and settled automobile insurance claims for policyholders, ensuring accurate documentation and timely resolutions.
- Communicated with clients, claimants, and witnesses to gather information and support claim investigations.
- Resolved disputes by obtaining recorded statements, reviewing police reports, contacting witnesses, and evaluating available information.
- Reviewed customer policies and claim circumstances to identify and resolve coverage issues, enhancing claim accuracy and customer satisfaction.
- Examined 15+ claims per day, maintaining a balance of productivity and accuracy while delivering quality customer service.
- Applied sound judgment when evaluating information and determining appropriate claim resolutions.
Customer Service Representative
1 Year 7 Months- Provided front-line customer service in a fast-paced automotive environment while assisting customers with appointments and service needs.
- Operated multi-line telephone system, responding to customer inquiries with professionalism and efficiency to enhance customer satisfaction.
- Managed a multi-line telephone system and responded to customer inquiries professionally and efficiently.
- Organized records and monitored inventory, identifying and addressing operational needs to support seamless service delivery.
- Assisted customers in person and by phone, effectively juggling multiple responsibilities to ensure timely service in a busy environment.
Center Sales Manager
2 Years- Reviewed associate loan agreements monthly for compliance with company requirements and established procedures, mitigating risk of non-compliance.
- Managed customer accounts and conducted collection calls on past-due balances, enhancing recovery of overdue payments.
- Maintained accurate safe counts and handled financial transactions throughout the business day.
- Marketed financial products and services, providing customer support and clearly explaining options to drive informed decision-making.
- Filed liens with Kerr County and maintained required documentation.
Education
Bachelor of Business Administration
In Progress
High School Diploma or Equivalent - Business Administration
Skills
Client support
Policy & Regulatory Compliance
Fraud & Risk Awareness
Data analysis
Issue resolution
Problem solving
Conflict resolution
Regulatory compliance
Microsoft Excel
Guidewire
Documentation accuracy
Systems navigation
Verbal communication
Customer Service & Client Support
Problem Solving & Decision-Making
De-escalation & Conflict Resolution
Multitasking & Systems Navigation
Microsoft tools
Certification
Insurance Producer License | July 2025 – Present
Timeline
Survivor Relations Insurance Professional II
USAA
10.2025 - CurrentRead More
Survivor Relations Initial Death Notification Representative II
USAA
11.2024 - 10.2025Read More
Senior Auto Adjuster
USAA
04.2023 - 11.2024Read More
Auto Claims Specialist I
Allcat Claims Service, LLC
05.2022 - 04.2023Read More
Customer Service Representative
Gunn Automotive Group
10.2020 - 05.2022Read More
Center Sales Manager
Advance America
08.2016 - 08.2018Read More
Roosevelt High School
High School Diploma or Equivalent from Business Administration
Read More
UMass Global
Bachelor of Business Administration
Read More