Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Lucia Marines

Lucia Marines

Houston,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Tax Preparation / Life/Health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Licensed Insurance Agent

Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
  • Calculated quotes and educated potential clients on insurance options.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
  • Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
  • Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
  • Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
  • Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.

Senior Tax Analyst

HR Block
11.2009 - 04.2024
  • Communicated with external customers and taxing jurisdictions to clarify tax notices and resolve other inquiries.
  • Maintained database of federal and state tax laws and regulations to promote uniform policy and procedural compliance.
  • Prepared and reviewed federal and state tax returns to comply with corporate submission requirements.
  • Advised internal partners on adherence to federal and state tax regulations and laws to promote corporate legal compliance.
  • Conducted targeted tax research to facilitate informed project planning and compliance efforts.
  • Calculated estimated and Type tax liabilities and issued payment instructions to facilitate timely corporate tax payments.
  • Maintained confidentiality of sensitive client information while adhering to strict ethical standards throughout all aspects of work history section job duties.
  • Advised business owners on appropriate entity structures to optimize their potential tax benefits based on specific circumstances.

Customer Service Representative

Maximus Federal Services
06.2020 - 05.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Human Resources Assistant

Southwest Key Program
06.2019 - 12.2019
  • Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Answered and redirected incoming phone calls for office.
  • Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
  • Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
  • Organized new employee orientation schedules for new hires.
  • Supported HR Manager in strategic planning sessions focused on organizational development and growth.

Education

B A Humanities -

University of Houston Downtown , Houston, TX

137 hours completed towards degree

Skills

  • Insurance sales expertise
  • Risk Assessment Knowledge
  • Insurance product expertise
  • Client Relationship Management
  • Customer Service
  • Licensed Insurance Agent
  • Quotes and sales
  • Customer Complaint Resolution
  • Insurance Coverage Verification
  • Client Account Management
  • Customer Engagement
  • Call Center Customer Service

Certification

CAA

Languages

Spanish
Native or Bilingual

Timeline

Licensed Insurance Agent - Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
Customer Service Representative - Maximus Federal Services
06.2020 - 05.2022
Human Resources Assistant - Southwest Key Program
06.2019 - 12.2019
Senior Tax Analyst - HR Block
11.2009 - 04.2024
University of Houston Downtown - B A Humanities ,
Lucia Marines