LYDIA GONZALEZ
Deltona
Summary
Accomplished Senior Licensed Customer Service Representative with a proven track record at Farmers Insurance, adept in project management and administrative support. Fluent in English and Spanish, I excel in communication and organizational skills, significantly enhancing customer satisfaction and operational efficiency. Expert in policy endorsements and billing review, I consistently deliver results beyond expectations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Licensed Customer Service Representative
Farmers Insurance
01.2018 - 01.2023
- Handle incoming calls
- De-escalate supervisor calls
- Give Car Insurance Quotes
- Handle multiple computer software, phone lines
- Endorse policies
- Review Billing, Policies, and Coverages
- Offer discounts if applicable
Senior Licensed Customer Service Representative
Farmers Specialty Auto
01.2016 - 01.2018
- Handle incoming calls
- De-escalate supervisor calls
- Give Car Insurance Quotes to Agents
- Handle multiple computer software, phone lines
- Assist Agent with Endorsements, Cancellations, and Reviewing policies, Review Billing
- Provide accurate information of Policy Jacket
- Provide Telephone Numbers as requested to Agent or Insured's
- Back Office Support
- (Online Endorsements, New Business Audits, New Business Pending, Online Endorsements, and All Errors UW Submit For Approval)
- Assist BW with their Back Office
- Smart Council Representative for the FSA group in Lake Mary, Grand Rapids
- KCS Candidate
- Reviewed pictures that where provided by Agents and Insureds regarding there vehicles
Licensed Customer Service Representative
Bristol West
01.2015 - 01.2016
- Handle incoming calls
- De-escalate supervisor calls
- Give Car Insurance Quotes to Agents
- Review Billing
- Handle multiple computer software, phone lines
- Endorse Policies
Licensed Customer Service Representative
21st Century Insurance
01.2012 - 01.2015
- Handle incoming calls
- De-escalate supervisor calls
- Give Car Insurance Quotes
- Handle multiple computer software, phone lines
- Endorse policies
- Review Billing, Policies, and Coverages
- Offer discounts if applicable
Project Coordinator
AT & T
01.2010 - 01.2011
- Real Estate document research
- General office operations management
- Administrative support & file management
- Regulatory tasks, FAA, AM interference, Bird Studies
- Project Coordinator for the AT&T LTE project
- Processed OOM's and PO's; daily Finance tasks
- Maintain databases and trackers
Education
High School -
Edison/Fareira High School
Philadelphia, P.A.01.1994
Certified - Fl Auto Insurance Licensed Agent
Cornell University
Poughkeepsie, N.Y.01.2006
Skills
- Project or Program Management
- Administrative Support
- Excellent communication
- Coordination
- Interpersonal skills
- Organizational skills
- Bilingual (English/Spanish)
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certifications Training
Family Development Credential Course, 2044- Personal Lines Agent (License #W120292)
Certification
- Florida Driver's License
Languages
Spanish
Native or Bilingual
Timeline
Senior Licensed Customer Service Representative
Farmers Insurance
01.2018 - 01.2023
Senior Licensed Customer Service Representative
Farmers Specialty Auto
01.2016 - 01.2018
Licensed Customer Service Representative
Bristol West
01.2015 - 01.2016
Licensed Customer Service Representative
21st Century Insurance
01.2012 - 01.2015
Project Coordinator
AT & T
01.2010 - 01.2011
Certified - Fl Auto Insurance Licensed Agent
Cornell University
- Florida Driver's License
High School -
Edison/Fareira High School
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