Giselle Lopez
Gainesville,FL
Summary
Experienced Customer Service and Insurance Specialist, successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering six years of experience and willingness to take on any challenge.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Personal Lines Insurance Specialist
Schneider & Associates Insurance Agency
01.2023 - Current
- Administer more than 70 insurance policies on a daily basis to meet 90% of consumer satisfaction and ensure client retention
- Engage in communication with approximately 300 distinct insurance underwriters to either reinstate, cancel, non-renew, rewrite, quote or cross-sell policies
- Facilitate policy modifications requested by named insureds, mortgagees, Personal Representatives, i.e., update beneficiaries, contact information, amend coverages, etc.
- Assess risk factors and verify accuracy and legitimacy of documentation provided, adhering to underwriting guidelines per individual carrier.
Contact Center Agent
PATLive (FL. Dept. of State/Division of Corporations)
01.2022 - 01.2023
- Manage over 100 incoming calls daily and answered queries via phone/email pertaining to business entity filings, i.e., Florida LLC Articles of Organization, Florida Profit/Non-Profit Articles of Incorporation, Annual Report, Reinstatement, Dissolution of an Foreign/Non-Foreign Entity, etc., trademark registrations, notary applications, subpoenas and related services
- Guided users through the Sunbiz.org website to file state documents, check the status of their submissions and direct them to the designated payment page to ensure the ongoing active status of their business profile and prevent incurring any late fees
- Accurately explain state-specific regulations per Florida Statutes, compliance requirements and legal obligations for different business entities.
Resident Services Coordinator
The Palace at Coral Gables (ALF/ILF for Seniors)
01.2017 - 01.2022
- Ensured smooth flow of the reception area while simultaneously maintaining administrative tasks, i.e., tending to incoming calls, email correspondence, scheduling transportation services, record-keeping medications, packages and invoices/receipts, faxing confidential resident information to insurance companies, and more
- Enter data using CRM System Software, i.e., resident contact information, identify those with DNRO status and those without, update payment details as well as vacancies, move-ins/outs using Excel spreadsheet, submit maintenance requests, and more
- Offered flexibility in covering any and all shifts – morning, evening and overnight – as circumstances dictate
- Followed emergency procedures and security compliance protocols when handling death, fall or escape of a resident.
Education
High School Diploma -
Miami Senior High School
Miami, FL06.2015
Skills
- Microsoft Office Suite
- POS System
- Zendesk
- Slack
- Basic knowledge of HTML
- CRM
- Applied Epic Systems
- Genesys Cloud
- OneDrive
- RingCentral
- Typing 60 WPM
- Spanish Fluency
- Operating System Proficiency (MacOS/Windows10)
- Leadership
- Accountability
- Empathetic
- Initiative
- Adaptability
- Flexibility
- Optimistic
- Prioritization
Certification
4-40 – Insurance Customer Representative License, Florida Department of Financial Services, 03/15/23 - 02/28/26
Leadership Experience
- Schneider & Associates Insurance Agency, Employee of the Month, Became the Employee of the Month by being proactive with policyholders, offering personalized service and providing timely resolution of questions/concerns, saving 4 different policyholder’s hundreds of dollars on their premium all while complying with carrier guidelines and meeting underwriting requirements. Total activities handled per our Applied Epic System Software were 644 calls, 867 emails sent and 809 activities attached in our policyholders’ files.
- The Palace at Coral Gables, Employee of the Period, Offered exceptional customer service skills by being courteous and assisting approximately over 100 residents, guests and employees per day, resulting in an 92% satisfaction rate based on resident, guest and employee feedback surveys, prompting my recognition as the Employee of the Period. Trained 7 new employees over the course of one year for both the building I was located in and the new one that would be opening in early 2022, resulting in a reduced turnover rate.
References
References are upon request.
Hobbies and Interests
- Ceramics
- Reading
- Painting
- Astrology
- Journaling
- Creative writing
- Gaming
- Cats
Timeline
Personal Lines Insurance Specialist
Schneider & Associates Insurance Agency
01.2023 - Current
Contact Center Agent
PATLive (FL. Dept. of State/Division of Corporations)
01.2022 - 01.2023
Resident Services Coordinator
The Palace at Coral Gables (ALF/ILF for Seniors)
01.2017 - 01.2022
High School Diploma -
Miami Senior High School
4-40 – Insurance Customer Representative License, Florida Department of Financial Services, 03/15/23 - 02/28/26
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