Mallely Villanueva
Dallas,TX
Summary
Dedicated Professional with extensive customer expertise providing world-class services in all types of situations. Team player poised in active listening and tailored problem-solving solutions. Exhibit strong command of company's values and brand representation.
Overview
19
19
years of professional experience
Work History
Commercial Lines Underwriter
Tapco Underwriters
03.2016 - Current
- Answer 40+high volume inbound calls on a daily basis.
- Exceptional service offering bindable phone quote to agents
- Attend underwriting conferences to expand professional network and stay current on industry developments.
- Address complaints, payment discrepancies and cancellations
- Collaborate with departments to develop customer solutions.
- Evaluate submissions, inspections and audits for acceptability.
- Portfolio performance, ensuring a healthy balance between risk exposure and profitability objectives.
- Knowledgeable of carrier guidelines in 10 different states.
Auditing/Inspection Supervisor
AAA-Texas
06.2009 - 03.2014
- Served as the point of contact to streamline inspection concerns for sales,underwriting and claims and resolved any issues.
- Enhanced inspection efficiency with the introduction of advanced equipment to meet department deadlines.
- Collaborated with sales and marketing managers and team leads to develop strategic plans for business growth.
- Analyzed customer feedback data to identify trends, improving products and services based on insights gained.
- Assisted in the development of new pilot projects to meet and exceed member service experience.
- Handled all escalated complaints and implemented timely, effective solutions balancing customer and business needs.
Sales Agent Representative
AAA-Texas
12.2004 - 06.2009
- Ranked top 10 exceededing sales targets through proactive prospecting and lead generation.
- Managed territory effectively, strategically prioritizing accounts and handled 40+ inbound/outbound calls
- Increased client satisfaction by processing payments,endorsements, cancellations and re-writes.
- Developed comprehensive knowledge of various company products to cross-sell multi services.
- Mentored junior agents, sharing industry insights and best practices for success in the field.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
Education
Southern Methodist University
Dallas, TXSkills
- Exceptional Customer Service and High Volume Calls
- Bilingual verbal and written communication
- Pro-Active listening and problem-solving skills
- Due Diligence, Research and Documentation
- Professional, Reliable and Open-Minded
- Adaptable to internal policies and external changes
- Needs assessment, data gathering and following-up
- Exceeding department production and company goals
- MS Office systems, Workday and Media Knowledge
Timeline
Commercial Lines Underwriter
Tapco Underwriters
03.2016 - Current
Auditing/Inspection Supervisor
AAA-Texas
06.2009 - 03.2014
Sales Agent Representative
AAA-Texas
12.2004 - 06.2009
Southern Methodist University