Lizet Antunez-Castillo

• Spearheaded strategic initiatives to enhance customer experience and operational efficiency.
• Analyzed feedback to identify areas for improvement.
• Improved team productivity through process optimizations, reducing response times by 30%.
• Established new benchmarks in service delivery and customer engagement with innovative advisory techniques.
• Conducted rigorous quality assurance to maintain high standards in client interactions.
• Contributed to system improvement by testing new products for Allstate Insurance.
• Provided support to level 1 and 2 representatives, fostering a collaborative work environment.

• Performed extensive tests on products ensuring peak efficiency for Allstate Insurance solutions.
• Enhanced product development through insightful feedback, significantly improving customer satisfaction. Submitting over 20 tickets a day.
• Collaborated effectively within teams to meet project deadlines.
• Established a feedback loop for continuous product improvement, ensuring high-quality standards.

• Utilized effective sales techniques to identify customer needs and recommend suitable solutions.
• Cultivated relationships with prospects via various communication channels, including phone calls, live chat, and SMS, successfully converting leads into loyal customers.
• Evaluated on sales performance metrics, time management, quality of business produced, and adherence to company and industry regulations to ensure compliance and protect customer interests.

Leveraged insurance expertise to deliver exceptional service, guiding clients in making informed decisions about their coverage options.

• Obtained and maintained Property & Casualty Lines license

• Managed caseloads effectively, ensuring swift claim investigations and resolutions.
• Provided timely responses to customer inquiries across various communication channels.
• Enhanced claim handling strategies, improving efficiency and accuracy.

• Investigated and assessed automobile accidents involving property damage and bodily injury, working remotely to enhance efficiency and customer satisfaction.

• Delivered exceptional customer service by communicating effectively through phone, email, and text, ensuring clients felt supported throughout the claims process.

• Conducted thorough investigations to determine coverage, liability, and damages, identifying all injured parties and potential risks associated with claims.

Achieved fair agreements adhering to standards by employing negotiation techniques in complex situations.

• Employed critical thinking skills to analyze situations and develop effective solutions in a fast-paced environment, utilizing multiple tools and platforms for claims management.

• Maintained accurate and timely documentation of claims activities in the claims management system, following company policies to protect financial interests.

• Spearheaded strategic initiatives to enhance customer experience and operational efficiency.
• Analyzed feedback to identify areas for improvement.
• Improved team productivity through process optimizations, reducing response times by 30%.
• Established new benchmarks in service delivery and customer engagement with innovative advisory techniques.
• Conducted rigorous quality assurance to maintain high standards in client interactions.
• Contributed to system improvement by testing new products for Allstate Insurance.
• Provided support to level 1 and 2 representatives, fostering a collaborative work environment.