MARIA ANGELICA GONZALEZ
Customer Service Professional
West Covina,USA
Summary
Bilingual English–Spanish professional with over 15 years of experience in claims assistance, policy support, and documentation management. Recognized for an empathetic and caring approach that helps clients feel heard, supported, and understood throughout the claims process. Skilled in guiding clients and residents through complex applications with patience and compassion, ensuring clarity and confidence at every step. Adept at listening deeply, resolving concerns calmly, and maintaining strict accuracy and confidentiality. Dedicated to building meaningful relationships that foster trust, long-term satisfaction, and client loyalty across diverse communities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Insurance Sales & Customer Relations Specialist
Pledge Insurance
02.2011 - Current
- Provide empathetic, bilingual assistance to clients filing claims and completing documentation.
- Guide clients step-by-step through applications and policy processes with clarity and patience.
- Handle sensitive information accurately, ensuring compliance with privacy and company policies.
- Listen to client concerns and resolve issues effectively or escalate as needed.
- Maintain detailed documentation to reduce disputes and improve process accuracy.
- Recognized for building long-term client trust and achieving 85%+ retention rates.
Licensed Sales Agent & Customer Service
Armor Insurance
08.2018 - 01.2021
- Assisted clients with claims support, policy applications, and document verification.
- Delivered individualized service and bilingual support to ensure clarity and client confidence.
- Managed 200+ policy and claims requests monthly with precision and compliance.
- Provided empathetic assistance in resolving concerns, resulting in repeat and referral business.
Team Member
State Farm
11.2014 - 11.2018
- Assisted clients with claims, renewals, and coverage explanations with empathy and professionalism.
- Maintained client confidentiality and documented every interaction for accuracy.
- Demonstrated calm and patience while resolving sensitive customer issues.
- Managed approximately 50 to 75 Incoming calls, emails, texts, and faxes per day from Customers, Claims Adjustors, and Underwriting.
- Helped improve retention by building trust and ensuring client understanding.
Insurance Broker & Customer Relations
Alegría Insurance Services
05.2009 - 08.2014
- Worked directly with clients and dealerships to process insurance claims and documents.
- Educated clients on how coverage impacts claims, fostering trust and transparency.
- Handled applications and document uploads with accuracy, ensuring compliance with agency standards.
- Developed strong client relationships that contributed to agency growth and retention.
- Retained 75% of policyholders during the annual renewal period.
Education
High School Diploma -
Garfield High School
East Los Angeles, CAGeneral Studies
East Los Angeles College
Complete Photography Program - Photography
Tri-Community Photography Program
Covina, CA09-2017
Nurse Aid - Certified Nurse Aid
East Los Angeles Occupational Center
Los Angeles, CASkills
- Bilingual Communication (English & Spanish – reading, writing, speaking)
- Empathy, Patience, and Active Listening
- Claims Application and Documentation Handling
- Customer Service and Issue Resolution
- Data Entry Accuracy and Compliance
- Microsoft Word, Excel, and Web-Based Tools
- Confidentiality and Data Privacy
- Organizational and Time Management Skills
Certification
- Property & Casualty License – CA (2010)
- Life & Health License – CA (2017)
Timeline
Licensed Sales Agent & Customer Service
Armor Insurance
08.2018 - 01.2021
Team Member
State Farm
11.2014 - 11.2018
Insurance Sales & Customer Relations Specialist
Pledge Insurance
02.2011 - Current
Insurance Broker & Customer Relations
Alegría Insurance Services
05.2009 - 08.2014
General Studies
East Los Angeles College
High School Diploma -
Garfield High School
Complete Photography Program - Photography
Tri-Community Photography Program
Nurse Aid - Certified Nurse Aid
East Los Angeles Occupational Center
Best Customer Service
I am committed to providing outstanding customer service by combining empathy with accuracy and attention to detail. I take the time to listen, educate, and guide clients through their processes, which has consistently led to high satisfaction, strong retention, and positive referrals. Fluent in English and Spanish, I take pride in helping diverse clients feel heard and supported.