Lilian Romero
Long Beach,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Insurance Agent
Farmers Insurance Agency
Lomita, CA
07.2018 - 11.2023
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Provided customers with information regarding plan features, pricing, and availability.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Advised customers on the best ways to minimize risks associated with their assets.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Responded to customer inquiries and problems to promote great service.
Insurance Customer Service Representative
Ana Rodriguez Agency
Downey, CA
10.2016 - 06.2018
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Researched relevant policy information to answer customer questions.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Developed strong relationships with clients by providing exceptional customer service.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Assisted claimants, providers and clients with problems or questions regarding claims.
Customer Service Representative
James Hilson Agency
Lonh Beach, CA
02.2013 - 11.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Administrator
Two Stars Auto Sales
Wilmington, CA
10.2003 - 11.2012
- Answered incoming calls and responded to customer inquiries.
- Maintained filing system for important documents such as contracts and invoices.
- Followed up with customer accounts to resolve unpaid or past due accounts.
- Performed routine maintenance tasks such as checking tire pressure, oil levels and fluid levels on customer vehicles prior to delivery.
- Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
- Supported budgeting and bookkeeping procedures
- Assisted with car sales
- Negotiated prices and contracts with customers for a mutually beneficial deal.
- Provided advice on financing terms, warranties and insurance coverage options.
- Processed paperwork associated with sales transactions such as invoices, titles, registrations and finance agreements.
- Greeted customers and answered questions regarding vehicles.
- Developed strong customer relationships to encourage repeat business.
Receptionist
Don Kott Ford
Carson, CA
02.1999 - 07.2002
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Assisted with special projects assigned by management when required.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Sorted incoming mail and directed to correct personnel each day.
Education
High School Diploma -
Long Beach Polytechnic High School
Long Beach, CA06-1998
Skills
- Quoting And Pricing Policies
- Licensed Insurance Agent
- Background In Insurance
- Complaint Handling And Resolution
- Client Relationship Building
- Customer Relationship Management
- Insurance Product Expertise
- Customer Service And Assistance
- Customer Service Experience
- Asset Protection
- Customer Retention
Languages
Spanish
Professional
References
References available upon request.
Timeline
Insurance Agent
Farmers Insurance Agency
07.2018 - 11.2023
Insurance Customer Service Representative
Ana Rodriguez Agency
10.2016 - 06.2018
Customer Service Representative
James Hilson Agency
02.2013 - 11.2015
Administrator
Two Stars Auto Sales
10.2003 - 11.2012
Receptionist
Don Kott Ford
02.1999 - 07.2002
High School Diploma -
Long Beach Polytechnic High School
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