Lilia LeGrand
La Porte,TX
Summary
Dynamic and adaptable Bilingual Customer Service Specialist with a proven track record at LeBlanc Insurance Agency LLC, excelling in client relationship building and policy understanding. Leveraged expertise in Microsoft Office and active listening to enhance customer satisfaction and drive business growth. Known for reliability and the ability to multitask, consistently exceeding service standards.
Overview
37
37
years of professional experience
Work History
Insurance Customer Service Specialist
LeBlanc Insurance Agency LLC
06.2019 - 08.2024
- Maintained strong relationships with both new and existing clients through proactive communication and followups.
- Worked closely with sales teams to identify cross-selling opportunities, growing the company''s book of business.
- Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies.
- Streamlined claims processing for faster resolution and improved client experience.
- Enhanced customer satisfaction by efficiently resolving insurance-related inquiries and concerns.
- Collaborated effectively with internal departments like claims adjusters, underwriting staff, allowing seamless coordination between parties involved in the client relationship management process.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Participated in ongoing training sessions to stay up-to-date on industry trends, product offerings, and regulatory changes.
- Ensured compliance with industry regulations while providing exceptional service to diverse clientele base.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Posted payments to accounts and maintained records.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Customer Service Representative
Lee Raney Insurance Agency
07.2011 - 06.2019
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Developed a deep understanding of customer service principles and customer service best practices.
Bilingual Customer Service Representative
Ramon Garza Insurance Agency
07.2003 - 06.2011
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
Bilingual Customer Service Representative
Cheryl Fox Insurance Agency
07.1999 - 06.2003
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Administrative Assistant
Robert Wallace District Manager
05.1992 - 06.1999
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
Bilingual Customer Service Representative
Ronald Conley Insurance Agency
11.1987 - 09.1998
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
Education
GED -
Robert E Lee High School
Houston, TX11.1987
No Degree - Secretarial And Bookkeeping
Colegio Palmore
Chihuahua, Chihuahua Mexico05.1981
Skills
- Client Relationship Building
- Policy understanding
- Attention to Detail
- Multitasking
- Reliability
- Active Listening
- Adaptability and Flexibility
- Microsoft Office
- Self Motivation
- Cross-Selling Products
- Policy Review
- Adaptability
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Insurance Customer Service Specialist
LeBlanc Insurance Agency LLC
06.2019 - 08.2024
Customer Service Representative
Lee Raney Insurance Agency
07.2011 - 06.2019
Bilingual Customer Service Representative
Ramon Garza Insurance Agency
07.2003 - 06.2011
Bilingual Customer Service Representative
Cheryl Fox Insurance Agency
07.1999 - 06.2003
Administrative Assistant
Robert Wallace District Manager
05.1992 - 06.1999
Bilingual Customer Service Representative
Ronald Conley Insurance Agency
11.1987 - 09.1998
GED -
Robert E Lee High School
No Degree - Secretarial And Bookkeeping
Colegio Palmore
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