Madeline Mendez
Altamonte Springs,FL
Summary
Results-driven insurance professional with over 6 years of experience at Travelers Insurance specializing in customer service, Spanish translation, and claims intake. Demonstrated expertise in handling complex customer interactions while maintaining exceptional service standards in high-volume environments. Skilled in insurance terminology, industry procedures, and claims documentation with proven ability to process information quickly and accurately. Excels at cross-functional collaboration to ensure optimal claim resolution while balancing customer needs with company policies. Bilingual (Spanish/English) with strong communication skills and a track record of improving operational efficiency and customer satisfaction metrics.
Overview
22
22
years of professional experience
Work History
Spanish Translator
Travelers Insurance
02.2019 - Current
- Process and facilitate 30+ daily claims communications between Spanish-speaking claimants and claims adjusters, ensuring accurate interpretation of complex insurance terminology and policy details
- Maintain 98% accuracy in documenting claim details while interpreting between Spanish and English in real-time claims scenarios
- Collaborate with claims adjusters to expedite resolution of 200+ multilingual claims monthly, reducing processing time by 15%
- Navigate complex claims management systems to access and update claim documentation while maintaining strict compliance with privacy regulations
- Serve as subject matter expert on cultural considerations affecting claims reporting and resolution for Spanish-speaking policyholders
Claims Customer Representative
Travelers Insurance
03.2017 - 02.2019
- Processed 40+ new claims daily, accurately capturing loss details, policy information, and coverage verification for efficient claims adjudication
- Conducted preliminary coverage analyses to identify potential coverage issues and route claims to appropriate specialized claims units
- Maintained 95% first-call resolution rate by providing clear explanations of claims processes and next steps to policyholders
- Collaborated with claims adjusters and underwriting teams to resolve complex coverage questions and expedite claims processing
- Utilized claims management software to document conversations, update claim notes, and ensure seamless handoff to claims professionals
Team Leader
24/7 Intouch
04.2016 - 01.2017
- Supervised quality assurance for customer service team handling complex customer issues similar to insurance claims disputes
- Implemented performance metrics that improved case resolution accuracy by 22% and reduced processing time by 18%
- Developed and delivered training on documentation standards and compliance requirements for customer case management
- Created process improvements for escalated cases that reduced resolution time by 25%, applicable to claims operations workflows
- Mentored team members on effective communication techniques for handling sensitive customer situations and explaining complex policies
Trainer and Escalations Manager
Sprint Nextel
06.2006 - 03.2010
- Managed resolution of 100+ escalated customer cases weekly, developing expertise in dispute resolution applicable to claims operations
- Implemented standardized documentation protocols for case management, improving accuracy and compliance by 30%
- Trained 75+ representatives on systematic case documentation, investigation techniques, and resolution procedures
- Developed expertise in explaining complex policies and procedures to customers in high-stress situations
- Created and maintained quality assurance standards for case handling that reduced errors by 25%
Processor/Administrative Assistant
Chelsea Title Company
02.2004 - 06.2006
- Processed and maintained detailed documentation for 50+ real estate transactions monthly, ensuring compliance with legal requirements
- Researched and resolved complex title issues requiring investigative skills similar to claims verification processes
- Maintained meticulous records and audit trails for all transactions, ensuring defensibility and compliance
- Provided bilingual services for Spanish-speaking clients, facilitating clear communication during complex transactions.
- Coordinated with multiple stakeholders to ensure timely resolution of cases with strict deadlines
Education
Associate of Arts - Liberal Arts
Valencia College
Orlando, FL05-2012
Skills
- Insurance claims processing and documentation
- Bilingual customer service (Spanish/English)
- Insurance terminology and industry procedures
- Data integrity and quality assurance
- Cross-departmental collaboration
- Performance coaching and process improvement
- Microsoft Office proficiency
- Time management and organizational skills
- Fluent Spanish
- Advanced english
- Client communication
- Translation expertise
- Telephone inquiries
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
Spanish Translator
Travelers Insurance
02.2019 - Current
Claims Customer Representative
Travelers Insurance
03.2017 - 02.2019
Team Leader
24/7 Intouch
04.2016 - 01.2017
Trainer and Escalations Manager
Sprint Nextel
06.2006 - 03.2010
Processor/Administrative Assistant
Chelsea Title Company
02.2004 - 06.2006
Associate of Arts - Liberal Arts
Valencia College
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