Madina Shokenova
Hollywood
Summary
Licensed Florida 4-40 Insurance Customer Representative with prior experience in insurance operations, customer service, insurance documentation, mortgage insurance coordination, and client communication. Background includes insurance agency support, team leadership, policy-related customer service, and high-volume client interaction. Bilingual professional with Conversational English / Fluent Russian, seeking a Customer Service Representative opportunity within the Florida insurance industry.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Driver Sales Representative
Independent Contractor — Lyft / Uber / DoorDash
Florida
04.2025 - Current
- Delivered high-quality customer service in fast-paced environments.
- Worked with high-volume client communication and digital platforms.
- Managed scheduling, problem solving, and customer interactions.
- Maintained strong communication and service standards.
- Conducted regular vehicle inspections to maintain compliance with safety regulations and standards.
- Analyzed customer feedback to drive improvements in service quality and client retention efforts.
Associate Professor / Academic Program Coordination
Pirogov Russian National Research Medical University
Moscow, Russia
05.2021 - 02.2024
- Coordinated educational processes and academic operations within the department.
- Organized scheduling, documentation, and instructional activities.
- Communicated with students, faculty, and departmental staff.
- Supported laboratory and administrative coordination functions.
- Worked in a detail-oriented environment requiring organization, compliance, and communication.
- Delivered lectures and workshops on specialized medical topics, enriching student learning experiences.
- Evaluated and improved assessment methods for student performance and curriculum effectiveness.
Head of Sector
Tinkoff Insurance Company
Moscow, Russia
04.2019 - 05.2021
- Supported Property & Casualty insurance operations, customer service activities, and insurance documentation.
- Coordinated agency management activities and customer-focused insurance processes.
- Worked with insurance documentation and customer support.
- Collaborated with teams and handled client-related communication.
- Directed cross-functional teams to implement innovative solutions aligned with company goals.
- Developed training programs for staff, improving operational efficiency and service delivery.
- Streamlined processes to reduce costs and improve overall service quality across the department.
- Oversaw compliance with regulatory requirements, ensuring adherence to industry standards and best practices.
Insurance Professional / Business Owner (Part-time / Concurrent Business Activity)
Independent Insurance Practice
01.2011 - 01.2019
- Worked Property & Casualty insurance operations and mortgage insurance services.
- Supported policy-related client service and insurance documentation.
- Coordinated insurance and mortgage transactions.
- Maintained customer relationships and service support.
- Developed comprehensive insurance plans tailored to client needs.
- Managed client relationships, ensuring high levels of satisfaction and retention.
- Implemented marketing strategies to enhance business visibility and attract new clients.
- Oversaw financial management, including budgeting, forecasting, and expense control.
- Analyzed market trends to identify opportunities for growth and expansion.
- Consulted with customers to assess needs and propose optimal solutions.
Agent Team Leader
Allianz
Moscow, Russia
01.2010 - 01.2014
- Supported Property & Casualty insurance activities, customer communication, and insurance service support.
- Worked with customer communication and insurance service support.
- Coordinated team operations and client interaction.
- Managed client relationships to enhance satisfaction and retention.
- Developed tailored insurance solutions based on individual client needs.
- Trained and mentored junior agents to improve team performance.
- Analyzed market trends to identify new business opportunities.
- Streamlined policy processing workflows, increasing efficiency and accuracy.
- Collaborated with cross-functional teams to implement strategic initiatives.
- Informed clients of policies and procedures.
Mortgage Specialist / Chief Mortgage Specialist
Miel Real Estate
01.2004 - 01.2010
- Coordinated insurance and mortgage transactions.
- Worked with banks, clients, and insurance companies.
- Supported insurance coordination related to mortgage transactions and property insurance requirements.
- Handled documentation, approvals, and customer communication.
- Evaluated borrower financial profiles to recommend suitable mortgage products and solutions.
- Coordinated with real estate agents and clients to streamline the mortgage approval process.
- Analyzed market trends to provide strategic insights on competitive mortgage offerings.
- Implemented process improvements to enhance efficiency in loan processing workflows.
- Developed client relationships through effective communication, fostering trust and loyalty in services provided.
- Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
Medical representative
Cadila Pharmaceuticals Ltd
01.2001 - 01.2003
- Promotion of the company's drugs in hospitals and pharmacies in Moscow and the region.
- Conducting seminars with doctors and pharmacists.
- Established relationships with healthcare professionals to promote product knowledge and drive sales.
- Conducted presentations and product demonstrations, enhancing client understanding of pharmaceutical benefits.
- Collaborated with marketing teams to develop targeted promotional materials for key products.
- Trained junior representatives on effective sales techniques and company product lines.
- Developed strategic territory plans that maximized reach and effectiveness of promotional efforts.
Laboratory Doctor Department of Genetics MBF
Pirogov Russian National Research Medical University
01.1995 - 01.2001
- Conducting DNA diagnostic tests in patients with muscular dystrophic.
- Development of Gene Therapy Methods.
- Diagnosed diverse medical conditions, ensuring patient-centered care.
- Presented findings at national conferences, disseminating knowledge and promoting innovative practices in medicine.
Education
High School Diploma - Graduate & Postgraduate Education
Pirogov Russian National Research Medical University
Moscow, Russia01-1998
Skills
- Customer Service
- Client Communication
- Insurance Documentation
- Policy Support
- Account Assistance
- Customer Support
- Data Entry
- CRM / MS Office
- Problem Resolution
- Team Collaboration
- Bilingual Communication
Certification
- Florida 4-40 Insurance Customer Representative License (Active)
- License # G341802
Languages
English
Limited Working
Russian
Native or Bilingual
Timeline
Driver Sales Representative
Independent Contractor — Lyft / Uber / DoorDash
04.2025 - Current
Associate Professor / Academic Program Coordination
Pirogov Russian National Research Medical University
05.2021 - 02.2024
Head of Sector
Tinkoff Insurance Company
04.2019 - 05.2021
Insurance Professional / Business Owner (Part-time / Concurrent Business Activity)
Independent Insurance Practice
01.2011 - 01.2019
Agent Team Leader
Allianz
01.2010 - 01.2014
Mortgage Specialist / Chief Mortgage Specialist
Miel Real Estate
01.2004 - 01.2010
Medical representative
Cadila Pharmaceuticals Ltd
01.2001 - 01.2003
Laboratory Doctor Department of Genetics MBF
Pirogov Russian National Research Medical University
01.1995 - 01.2001
High School Diploma - Graduate & Postgraduate Education
Pirogov Russian National Research Medical University