Summary
Overview
Work History
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic

Luana Ruiz

Lake Jackson,TX

Summary

Enthusiastic Administrator eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of leadership and time management with training in scheduling coordination, administrative duties, customer service, and sales. Motivated to learn, grow and excel in all aspects.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Property and Casualty Insurance Agent

Best Insurance
02.2023 - Current
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Conducted research on insurance packages and investment options to generate client recommendations.
  • Explained advantages, features and disadvantages of various policies
  • Established payment methods for clients to facilitate customer payments and issue receipts.
  • Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
  • Quoted and calculated premium rates for policies, using rate book, PAS and calculator.
  • Handled approximately 200 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Developed strong relationships with underwriters to secure competitive premiums and coverage options for clients.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
  • Continually expanded knowledge of industry trends and regulatory changes to provide accurate information to clients.
  • Collected all premiums on or before effective date of coverage.
  • Calculated premiums and established payment methods for sales.
  • Upsold additional products and services after identifying customer needs and requirements.

Insurance Agency Manager

Pronto Insurance Company
07.2020 - 02.2023
  • Fill permanent scheduling needs based on patient needs.
  • Use of software systems such as Excel, Google suite etc.
  • Maintain up to date records on availability of staff and patients.
  • Update databases with incoming schedule changes.
  • Modify and update patient schedules as necessary.
  • Address concerns with filling schedules/communication directly with ABA Leads.
  • Evaluate staffing needs per region.
  • Communicate all schedule changes to appropriate staff.
  • Analyze reports on scheduling status of cases and fulfillment of service hours.
  • Utilize scheduling and reporting software to manage patient and staff schedules.
  • Adhere to federal HIPAA regulations, as well as any company policies & procedures.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Completed skilled administrative work to support all office staff and operational requirements.
  • Recruited and mentored top-performing insurance agents, fostering a supportive and results-driven work environment.
  • Increased agency revenue by implementing effective sales strategies and training programs for staff.
  • Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Maintained high standards of customer service by building relationships with clients.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Senior Caregiver

Self-employeed
07.2019 - 07.2021
  • Obtain patient information for admission while assisting with form completion, relevant documents and case histories.
  • Maintain and update physician and patient data.
  • Complete insurance and other claim forms.
  • Organize and maintain confidential medical files and records.
  • Obtain and log insurance information.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Electronically input test orders requested by clients.
  • Prepared initial patient charts for admission.
  • Documented objective data and routine aspects of patient care.
  • Reported significant information and changes in patient’s condition to nurse supervisor.
  • Responded appropriately to physical, emotional and developmental needs of patients.
  • Maintained clean, safe, and well-organized patient environment.
  • Offered companionship and kindness to elderly patients.
  • Served as a liaison between patients, families, and healthcare providers to facilitate seamless care delivery across various settings.
  • Educated family members on best practices for caregiving at home, enhancing continuity of care between professional services visits.
  • Administered medications as prescribed by physicians, ensuring proper dosage and adherence to medication schedules.
  • Assisted patients with daily living activities, ensuring their safety and wellbeing.
  • Utilized effective communication skills to address any concerns or questions from clients or their family members.
  • Managed multiple priorities simultaneously while remaining focused on delivering exceptional quality care.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.

Hotel Front Desk Clerk

Marriot Hotel
03.2016 - 03.2019
  • Developed and enforced company policy and procedures relating to all phases of human resources activity.
  • Established and monitored employee pay scales.
  • Facilitated criminal background check process for new hires.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Helped change organizational culture to overcome resistance to change through open communication for addressing employee concerns, allowing for different opinions and publicizing new strategies.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees, and payments.
  • Resolved service-related problems and documented actions in system.
  • Handled financial transactions accurately, ensuring proper billing and payment processing.
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
  • Monitored security cameras to maintain safety and security of guests and hotel.
  • Managed lost and found items to assist guests with retrieving belongings.
  • Maintained a clean and organized front desk area, creating a welcoming environment for guests.
  • Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
  • Monitored occupancy rates closely to maximize revenue potential while adhering to hotel policies regarding overbooking.
  • Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
  • Oversaw and organized calendar to schedule reservations and monitor cancellations.
  • Managed a high volume of calls, directing guests to appropriate departments and services.
  • Updated guest records with pertinent information to provide personalized service during their stay.
  • Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
  • Promoted company loyalty programs effectively at the front desk area leading to an increase in membership enrollments and repeat business.
  • Coordinated with the sales team to promote special offers and upsell available amenities.
  • Supported event planning efforts by coordinating room bookings and accommodations for large groups.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
  • Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.
  • Answered phone within 1 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.

Childcare Provider

Self-employeed
02.2005 - 06.2011
  • Facilitated smooth transitions between age groups by coordinating curriculum planning meetings among teaching teams.
  • Provided exceptional customer service when addressing parental inquiries or concerns regarding their child''s experience at the center.
  • Fostered positive relationships with families through open communication channels, parent-teacher conferences, and community events.
  • Increased enrollment numbers by conducting outreach programs and marketing efforts targeting local families.
  • Monitored child progress through ongoing developmental assessments and documentation practices that captured growth over time.
  • Stayed current on guidelines to maintain compliant program operations.
  • Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.

Call Center Manager/Income Tax Preparer

Jackson Hewitt
12.2004 - 04.2008
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Evaluated data to identify trends and determine customer service needs.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Offered clients recommendations to reduce tax liabilities.
  • Educated clients on tax planning strategies, helping them save money in future years.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Prepared tax returns for clients in various industries according to government regulations and requirements.
  • Assisted in resolving complex tax issues, strengthening client relationships and building trust.
  • Facilitated communication between clients and IRS or state tax agencies, resolving discrepancies and ensuring accurate filings.
  • Collaborated with colleagues to develop best practices for efficient and effective tax preparation.

Medical Receptionist

Family Care Clinic
08.2003 - 11.2005
  • Helped patients complete necessary medical forms and documentation.
  • Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Supported office staff and operational requirements with administrative tasks.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Maintained current and accurate medical records for patients.
  • Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
  • Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
  • Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
  • Increased patient satisfaction by answering inquiries with empathy and professionalism.
  • Enhanced office efficiency by implementing new filing system for patient records.
  • Improved accuracy of patient data with meticulous record-keeping.

Skills

  • Account management
  • Product knowledge
  • Auto insurance
  • Policy renewals
  • Quotes and sales
  • Schedule Organization
  • Confidentiality requirements
  • Daily Timekeeping
  • Verbal and Written Communication
  • Filing
  • Scheduling
  • Medical Records Management
  • Spreadsheets
  • Administrative Duties
  • Strategic Planning
  • Data analysis skills
  • Telephone etiquette
  • Project Management
  • Customer service and support
  • Goal-oriented mindset
  • Continuing education
  • Licensed insurance agent
  • Insurance sales
  • Customer service
  • Team training and development
  • Account retention
  • Risk management
  • Prospect management
  • Customer retention
  • Customer needs assessment
  • Consultative sales techniques
  • Rapport building
  • Cold calling
  • Email marketing
  • New business development
  • Proposal preparation
  • Appointment management
  • Marketing
  • Carrier relations
  • Client retention
  • Client account management
  • Loss analysis
  • Policy management expertise
  • New policy quotations
  • Deductible expense identification
  • Policy adjustment
  • Insurance sales strategy
  • Private insurance
  • Large account management
  • Commercial lines
  • Time management
  • Multitasking
  • Excellent communication
  • Call center customer service
  • HIPAA compliance
  • Organizational skills
  • Adaptability and flexibility
  • Self motivation
  • Insurance policy sales
  • Effective communication
  • Insurance coverage verification
  • Policy changes
  • Customer complaint resolution
  • Billing procedures
  • Policy Knowledge
  • Financial analysis
  • Presentation skills
  • Strategic Planning
  • Data analysis skills
  • Telephone etiquette
  • Project Management
  • Customer service and support
  • Policy analysis
  • Lead prospecting
  • Sales quota achievement

Accomplishments

  • Detail-oriented Scheduling Coordinator with more than two years experience who is responsible for managing thescheduling of clinical services.
  • Skilled at creating staff/patient schedules and correctly entering into a databaseas well as communicating schedules and schedule changes to staff members and patients while working tomaximize patient and client satisfaction.
  • Supervised team of 7 staff members.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Resolved product issue through consumer testing.
  • Skilled at creating staff/patient schedules and correctly entering into a databaseas well as communicating schedules and schedule changes to staff members and patients while working tomaximize patient and client satisfaction.

Certification


  • HIPPA Knowledge
  • Data EntryData
  • Entry
  • Customer Service Expert
  • Advanced Expert
  • First Aid Certification
  • Home Health Aide (HHA) Certification
  • Autodesk Certified Professional (ACP)
  • Advanced Cardiac Life Support Certification (ACLS)
  • CPR/AED Certification

Additional Information

  • Licensed Property and Casualty Agent

Timeline

Property and Casualty Insurance Agent

Best Insurance
02.2023 - Current

Insurance Agency Manager

Pronto Insurance Company
07.2020 - 02.2023

Senior Caregiver

Self-employeed
07.2019 - 07.2021

Hotel Front Desk Clerk

Marriot Hotel
03.2016 - 03.2019

Childcare Provider

Self-employeed
02.2005 - 06.2011

Call Center Manager/Income Tax Preparer

Jackson Hewitt
12.2004 - 04.2008

Medical Receptionist

Family Care Clinic
08.2003 - 11.2005

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Luana Ruiz