Cecile Guzman
Lake Alfred,FL
Summary
Customer service professional with extensive claims management experience and bilingual communication skills. Recognized for implementing workflow enhancements to increase efficiency and consistently resolving complex customer issues to deliver high-quality service in fast-paced environments.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Claims Representative
LIBERTY MUTUAL INSURANCE COMPANY
Orlando, Florida
05.2021 - Current
- Implemented improvements in claims processing workflows for increased efficiency.
- Processed high volume of claims while maintaining quality standards.
- Conducted audits and reviews to ensure accuracy and compliance with guidelines.
- Attended continuing education seminars on insurance best practices and new legislation.
- Collaborated with other departments to resolve billing disputes or address customer concerns quickly.
Collections Specialist
Westgate Resorts Corporate
Winter Garden, Florida
09.2018 - 03.2020
- Overcame objections using advanced training and persuasion techniques to secure payments.
- Sorted delinquency lists by severity to prioritize collection efforts.
- Located debtors by utilizing skip tracking and other strategies.
- Determined team targets and implemented plans to achieve individual and group goals.
Assistant Team Leader
Amscot Financial
Winter Garden, Florida
09.2016 - 09.2018
- Trained new team members, tracked current team members' skills achievement.
- Supported cash drawer and vault audits to verify accurate balances.
- Conducted audits and documented processes for new accounts to maintain operational standards.
Education
High School Diploma -
Western High School
Louisville, KYSkills
- Claims management
- Insurance knowledge
- Documentation review
- Customer support
- Teamwork
- Bilingual communication (English and Spanish)
Certification
- Notary Public
- All Lines Adjuster
- Fraud Review
Timeline
Claims Representative
LIBERTY MUTUAL INSURANCE COMPANY
05.2021 - Current
Collections Specialist
Westgate Resorts Corporate
09.2018 - 03.2020
Assistant Team Leader
Amscot Financial
09.2016 - 09.2018
High School Diploma -
Western High School