Lisa Sotelo
Winter Springs
Summary
Over 20 years of experience in Customer Service and Contact Centers. Florida Life and Health Licensed. Florida 20-44 Licensed.
Please note that the gaps in employment in 2018 and 2019/2020 were due to the preparation and completion of moving from Colorado to Florida and the COVID pandemic. Authorized to work in the US for any employer
Overview
1
1
Certification
16
16
years of professional experience
Work History
Mortgage Customer Care Specialist
Truist Bank
Orlando
02.2025 - Current
- Answered inbound client calls timely, accurately, professionally, and courteously
- Met performance standards in quality, attendance, accuracy, and promptness while effectively identifying client needs
- Recommended Truist products and services tailored to client needs, enhancing customer satisfaction
- Secured client information to protect sensitive data and maintain trust
- Reported suspected identity theft or fraud to the appropriate department for further investigation.
Licensed Insurance Advisor- Remote
Brightway Insurance Agency
Jacksonville
04.2023 - 02.2025
- Delivered high-quality service to both existing and potential clients, ensuring adherence to department standards for availability and call quality.
- Executed policy changes and ensured the maintenance of all relevant policies.
- Delivered proof of insurance to home and vehicle lien holders as requested.
- Facilitated claims services and guided clients through claim submission process for effective resolution
Remote Claims Specialist
The Assistance Fund
Winter Springs
07.2022 - 01.2023
- Provide support by reviewing, researching, investigating, processing, and adjusting medical reimbursement claims
- Met department standards for claims processed per hour and maintained benchmarks.
- Determined if claims were duplicates and withdrew them as necessary.
- Liaised with insurance companies, patients, and service providers.
- Complied with HIPAA patient privacy and security regulations
- Pursued training opportunities to improve knowledge in medical claims procedures. and expanding my knowledge and understanding of medical claims processing
- Maintained Salesforce with current information and statuses of patients and Medical Reimbursement Programs
Remote Insurance Operations Processor
Oscar Heath Insurance
Winter Springs
11.2021 - 07.2022
- Drafted and composed letters to medical providers regarding resolution of disputed medical claims.
- Met department standards for claims processed per hour and maintained benchmarks.
- Identified duplicate claims and initiated withdrawal.
- Determined if claims were duplicates and withdrew them if necessary.
- Continued training and expanding my knowledge and understanding of medical claims processing
- Complied with HIPAA patient privacy and security regulations
Remote Customer Care Associate
Faneuil, Inc.
Winter Springs
09.2020 - 11.2021
- Handled and responded to all inbound customer inquiries regarding Affordable Care Act Marketplace health plans for the State of Massachusetts
- Delivered customer service while meeting department standards for call availability, adherence, call quality, and customer surveys
- Assisted prospects with the enrollment process online and via phone
- Educated members and potential members on health insurance, Tax Credits and the enrollment process
- Assisted with Member Login and technical support issues for the Health Connector website
- Complied with HIPAA patient privacy and security regulations
- Supported training team by handling live calls for new training classes and contributing to training process
- Documented each call in CRM system with detailed notes to ensure accurate customer records
Auto Claims Adjuster
Bristol West Insurance Group
Englewood
10.2018 - 06.2019
- Responsible for thoroughly researching each claim using all available tools, taking recorded statements from claimants and insureds, and documenting the claim file concisely
- Captured property damage photos and submitted to inside appraiser for accurate damage estimates
- Coordinated repairs with customers and body shops, managed total loss situations including title procurement and salvage processes
- Processed payments to lienholders, claimants and body shops with 100% accuracy
- Delivered exceptional customer service to both external and internal clients.
Financial Services Specialist
Nordstrom Card Services
Englewood
01.2018 - 05.2018
- Handled inbound customer calls regarding Nordstrom Visa, debit, and store card inquiries to ensure accurate information delivery
- Determined appropriate situations where credit increases, waiver of late fees and interest charges, and fraud/suspicious activity were needed
- Approved or declined new lines of credit with Nordstrom based on strict anti-fraud and financial appropriateness guidelines
- Evaluated cases for credit increases, late fee waivers, and interest charge adjustments.
- Approved or declined new lines of credit with Nordstrom based on strict anti-fraud and financial appropriateness guidelines, mitigating potential risks
- Provided excellent customer service to both external and internal clients.
Insurance Sales/Retention Specialist
Mountain High Insurance
Parker
06.2016 - 04.2017
- Updated policies and ensured compliance with changes
- Managed policy changes and ensured accurate maintenance of client insurance policies
- Provided proof of insurance upon request to home and vehicle lien holders
- Delivered claims services and guided clients through claim submission process for optimal support
Customer Service Specialist
Charles Schwab & Co, Inc
Englewood
08.2015 - 03.2016
- Handled participant calls, addressing in-depth account inquiries to enhance customer satisfaction
- Created and managed Research and Resolution Requests for participants, ensuring thorough follow-through to final completion
- Achieved department call availability goals department expectations for call availability
- Created Research and Resolution Requests on the participant's behalf and followed the requests through to completion.
- Contributed to focus groups focused on enhancing participant experience through feedback and insights
Office Manager/ Insurance Sales/ Retention Specialist
State Farm Insurance
Denver
12.2013 - 08.2015
- Implemented policy updates and managed policy records.
- Managed policy changes and ensured timely maintenance of insurance policies
- Compiled nightly deposit reports and processed customer premium cash/check payments.
- Delivered proof of insurance upon request to home and vehicle lien holders.
- Facilitated claims services and guided clients through claim submission process
Office Manager/Fulfillment Specialist
Fleuriste Craft Supply
Centennial
05.2012 - 01.2014
- Responsible for handling all aspects of customer service, from emails, phone calls and walk-ins, and increasing sales through cross-selling, up-selling, and product awareness
- Oversaw business presence in social media, managing the Facebook page and completing weekly blog and e-newsletter.
- Responsible for the day-to-day operations of the office while owner is out, including managing labor and schedules of employees
- Train and mentor new hires
- Mentored new hires to enhance their skills and integration
- Maintained inventory on two websites.
Client Support Specialist
ADP
Aurora
01.2011 - 10.2012
- Handled client calls regarding payroll, tax, and systems questions.
- Maintained quality standards on calls and interdepartmental communications, fostering effective collaboration
- Maintained department quality expectations on calls and interdepartmental communications
- Met or exceeded department expectations for call availability
- Delivered outstanding customer service to both external and internal clients.
Education
Some college -
Arapahoe Community College
Littleton, COSkills
- Mortgage documentation
- Loan processing
- Customer retention
- In-person customer service
- Inbound call handling
- First call resolution
- Problem resolution
- Call center experience
- Salesforce
- CRM software
- Regulatory compliance
- Attention to detail
- Time management
- Multitasking
- Workflow optimization
- Equipment troubleshooting
- Microsoft Office
- Productivity software
- Technical skills
- Computer skills
- Email support
- Phone etiquette
- Listening skills
- Empathy skills
- Communication skills
- Teamwork
- Organizational skills
- Problem solving
- Self-direction
- Sales
- Relationship management
- Training & development
- Email correspondence
- Relationship management
- CRM management
Certification
- Personal Lines License
- Property & Casualty License
- Life & Health Insurance License
- Certified Anti-Money Laundering Specialist
Timeline
Mortgage Customer Care Specialist
Truist Bank
02.2025 - Current
Licensed Insurance Advisor- Remote
Brightway Insurance Agency
04.2023 - 02.2025
Remote Claims Specialist
The Assistance Fund
07.2022 - 01.2023
Remote Insurance Operations Processor
Oscar Heath Insurance
11.2021 - 07.2022
Remote Customer Care Associate
Faneuil, Inc.
09.2020 - 11.2021
Auto Claims Adjuster
Bristol West Insurance Group
10.2018 - 06.2019
Financial Services Specialist
Nordstrom Card Services
01.2018 - 05.2018
Insurance Sales/Retention Specialist
Mountain High Insurance
06.2016 - 04.2017
Customer Service Specialist
Charles Schwab & Co, Inc
08.2015 - 03.2016
Office Manager/ Insurance Sales/ Retention Specialist
State Farm Insurance
12.2013 - 08.2015
Office Manager/Fulfillment Specialist
Fleuriste Craft Supply
05.2012 - 01.2014
Client Support Specialist
ADP
01.2011 - 10.2012
Some college -
Arapahoe Community College