Lady Cisneros
Little Elm,TX
Summary
Experienced customer service representative.
Skilled insurance agent with focus on customer service and policy management. Experience includes building client relationships, advising on coverage options, and maintaining up-to-date knowledge of industry changes. Strong problem-solving skills combined with ability to negotiate successfully have consistently contributed to team success. Courteous and cordial with a desire to take on challenges at a new company.
Overview
18
18
years of professional experience
Work History
BILINGUAL LICENSED SALES INSURANCE AGENT
Progressive Insurance
Little Elm
07.2024 - Current
- Ensured compliance with all federal, state, local laws and regulations regarding insurance practices.
- Developed and executed effective sales strategies to meet and exceed monthly sales targets.
- Prepared and delivered detailed policy proposals and quotes to potential clients.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Pursued continued professional development through insurance workshops, course and webinars.
BILINGUAL CUSTOMER REP
Liberty Mutual Insurance
01.2022 - 06.2024
- Licensed insurance agent in Property and casualty
- Handle all incoming bilingual calls for auto and home insurance
- Assist customers with any billing inquiries such as, processing payments, explaining bill amounts or bill changes
- Explaining both Auto and Home insurance coverages, changes in premium, changes in coverage
- Sending any documents customers may need pertaining to their insurance for auto and home
BENEFITS COORDINATOR
380 Family Dentistry
01.2021 - 01.2022
- Validated insurance coverage for dental
- Instructed patients on amounts covered under benefits plans in easy to understand terminology
- Updated patient contact information, benefits information
- Verified patients had proper insurance coverage prior to procedures or appointment scheduling
- Helped front desk receptionist with any shift covered, checking patients in, collecting co pays, scheduling any appointment based on patient and doctor availability
- Displayed strong telephone etiquette, and effectively handling difficult calls
- Assisted customers with their mortgage loan inquiries, such as, explaining mortgage payments, escrow account, payment plan and options to those delinquent
- Explained escrow accounts in detail on tax and insurance balances, increases or decrease of payments
BILINGUAL CUSTOMER REP
Innosource/ Mr. Cooper mortgage company
01.2020 - 01.2021
BILINGUAL CUSTOMER REP
MOLINA HEALTHCARE
01.2018 - 01.2019
- Accurately processed large volume of medical claims every shift
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures
- Maintained up-to-date understanding of insurance payment practices
- Explained coverage options to potential policyholders, answering questions or concerns
- Ability to multitask on the phone with members and providing them Summary Skills Experience assistant with locating a doctor within their network and taking the extra mile to help set up their appointment with the chosen clinic
- Processed payments for members individual medical and dental insurance coverage and adding or removing members to their plan
DELIVERY OPERATION COORDINATOR
NEBRASKA FURNITURE MART OF TEXAS
01.2015 - 01.2017
- Handled all inbound calls regarding merchandise deliveries, escalated issues, delays, rescheduling, or lost items
- Specials Truck Coordinator, resolved escalations in order to find a same day resolution for customers
- Delivery Surveys Coordinator, listened to all surveys regarding deliveries, delivery team, and Nebraska Furniture Mart overall service
- Built customer loyalty by ensuring to follow up and take care of any unresolved problems
FLIGHT COORDINATOR
VIRGIN AMERICAN AIRLINES
01.2014 - 01.2015
- Assisted customers with ticket purchases, trip planning, pricing and scheduling
- Completed order transactions and generated travel documentation and detailed itineraries
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services
- Acquired detailed knowledge of services, promotions and events to offer added value to travelers
MORTGAGE CUSTOMER REP AND QUALITY ASSURANCE SPECIALIST
BANK OF AMERICA
01.2012 - 01.2014
- Handled over 60+ calls to assist both bilingual and english customers with mortgage, refinance, escrow, purchase, billing, and loan option inquiries
- Assisted our mortgage loan quality assurance department to ensure all phone calls with members were being handled correctly and company guidelines were followed
SALES ASSOCIATE
TARGET
01.2007 - 01.2010
- Operated cash register, collected payments and provided accurate change
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Helped customers find specific products, answered questions and offered product advice
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
Education
Bachelors of Science -
COLLIN COUNTY COMMUNITY COLLEGE
03-2029
HIGH SCHOOL DIPLOMA -
Little Elm High School
01.2010
Skills
- Benefits interpretation
- Problem-Solving
- High-energy attitude
- Computer Literacy
- Conflict mediation
- Call center operations
- Quick learner
- Proficient in Microsoft and Dentrix
- Customer service
- Sales strategies
- Insurance compliance
- Bilingual communication
- Licensed insurance agent
Timeline
BILINGUAL LICENSED SALES INSURANCE AGENT
Progressive Insurance
07.2024 - Current
BILINGUAL CUSTOMER REP
Liberty Mutual Insurance
01.2022 - 06.2024
BENEFITS COORDINATOR
380 Family Dentistry
01.2021 - 01.2022
BILINGUAL CUSTOMER REP
Innosource/ Mr. Cooper mortgage company
01.2020 - 01.2021
BILINGUAL CUSTOMER REP
MOLINA HEALTHCARE
01.2018 - 01.2019
DELIVERY OPERATION COORDINATOR
NEBRASKA FURNITURE MART OF TEXAS
01.2015 - 01.2017
FLIGHT COORDINATOR
VIRGIN AMERICAN AIRLINES
01.2014 - 01.2015
MORTGAGE CUSTOMER REP AND QUALITY ASSURANCE SPECIALIST
BANK OF AMERICA
01.2012 - 01.2014
SALES ASSOCIATE
TARGET
01.2007 - 01.2010
Bachelors of Science -
COLLIN COUNTY COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
Little Elm High School