Lorena Morales
Houston,USA
Summary
Detail-oriented administrative professional with 20+ years of experience in customer service, insurance operations, data management, and administrative support. Demonstrated ability to accurately enter, review, and maintain confidential records, process financial transactions, and support daily business operations in fast-paced environments. Skilled in resolving customer inquiries, preparing reports, maintaining organized files, and working with automated systems to ensure data accuracy and compliance. Proficient in Microsoft Office, CRM and database management, scheduling, and cross-functional collaboration. Recognized for exceptional organizational skills, professionalism, attention to detail, and the ability to manage multiple priorities while delivering outstanding service.
Overview
16
16
years of professional experience
Work History
Insurance Agent
State Farm
Houston, TX
08.2020 - Current
- Provided professional, accurate customer service to policyholders and prospective clients regarding policy coverage, billing, claims, cancellations, transfers, and eligibility.
- Processed, reviewed, and updated customer account information in automated systems, ensuring accuracy and compliance with company policies.
- Resolved customer account issues, arranged payment plans for delinquent accounts, and maintained detailed account records.
- Calculated insurance premiums, established payment methods, and maintained strict confidentiality of sensitive financial and personal information.
- Processed insurance applications and coordinated with underwriting teams to obtain required documentation and maintain complete customer files.
- Maintained accurate electronic records by entering, reviewing, correcting, and updating customer and policy information.
- Generated reports and tracked account activity to support daily business operations and management requests.
- Built and maintained strong client relationships, resulting in high customer satisfaction and retention.
- Generated new business through referrals, database management, and proactive customer outreach.
- Participated in ongoing training to remain current on company procedures, software systems, and regulatory requirements.
Business Office Associate
CarMax
Houston, TX
01.2022 - 08.2022
- Supported dealership business office operations while delivering exceptional customer service
- Processed vehicle transactions, title documentation, lien payoff requests, and account records accurately and efficiently
- Managed cash handling responsibilities, including reconciliations, deposits, and safe balancing procedures
- Ensured compliance with TxDMV requirements and dealership policies
- Coordinated vehicle transfers, MaxCare and GAP cancellations, and supporting documentation processing
- Assisted customers with payments, account inquiries, and transaction updates in a professional manner
Owner
Island Bubble Drinks
Wahiawa, HI
12.2018 - 06.2020
- Owned and managed daily operations of a mobile beverage and food business serving community and private events
- Coordinated weddings, fundraisers, birthdays, and local gatherings while maintaining high customer service standards
- Managed employee hiring, training, scheduling, inventory control, purchasing, and equipment maintenance
- Ensured compliance with food safety, sanitation, and cash handling procedures
- Built strong customer relationships to encourage repeat business and community engagement
Project Coordinator
American Electric
Mililani Town, HI
11.2015 - 12.2016
- Coordinated residential solar installation projects from contract execution through project completion
- Managed project tracking and client communication using Salesforce and Kintone CRM systems
- Facilitated permit approvals and utility documentation with city agencies and utility providers
- Scheduled installations and coordinated workflow between sales, design, and installation teams
- Monitored project timelines, dispatched field technicians, and maintained organized project documentation
Deployment & Support Specialist
The Boeing Company
Renton, WA
10.2010 - 07.2014
- Managed work distribution and tracked support tickets through Numara Footprints systems
- Served as the primary contact for pilot enrollment in computer-based training programs
- Coordinated deployment of pilot training materials and curriculum for aviation operations
- Utilized Aviation Training Management Systems to create and manage user access credentials
- Developed operational work instructions and trained team members on company procedures
Skills
- Customer service
- Professionalism and ethics
- CRM software
- Calendar management
- Documentation and reporting
- Resourceful
- Meeting planning
- Office administration
- Computer skills
- Time management
- Multi-line telephone systems
Timeline
Business Office Associate
CarMax
01.2022 - 08.2022
Insurance Agent
State Farm
08.2020 - Current
Owner
Island Bubble Drinks
12.2018 - 06.2020
Project Coordinator
American Electric
11.2015 - 12.2016
Deployment & Support Specialist
The Boeing Company
10.2010 - 07.2014