MARIA CERVANTES
Des Moines,IA
Summary
Detail-oriented Insurance Professional with over 10 years of customer and account support experience, including 3 years in personal lines insurance. Expertise in policy research, coverage analysis, and claims support enhances operational efficiency. Skilled in interpreting policy information and resolving complex issues through data-driven insights.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Farmers Insurance
03.2026 - Current
- Responded to customer inquiries via phone and email to provide timely assistance. over the phone and via email.
- Resolved moderately complex insurance issues by interpreting policy provisions, conditions, product information, and applicable procedures to enhance customer satisfaction.
- Explained coverage options, billing notices, and account status to policyholders.
- Review account information across multiple systems and apply policy, product, compliance, and legal knowledge to determine appropriate next steps.
- Coordinated escalations and partnered with Policy Support, Claims, Underwriting, and external vendors to ensure timely resolution of unresolved issues.
- Executed policy changes by updating customer records, endorsements, and cancellations to maintain accuracy and compliance.
- Maintain accurate documentation of customer interactions, decisions, and outcomes in system records.
- Stay current on underwriting guidelines, policy updates, compliance requirements, and departmental procedures.
- Identify recurring customer trends and opportunities to improve processes and operational efficiency
Sales Executive
Progressive Insurance
08.2025 - 11.2025
- Prepared insurance quotes and policy comparisons to provide clients with tailored auto insurance solutions under underwriting guidelines.
- Reviewed coverage options and documentation for accuracy, ensuring clients received clear and comprehensive information.
- Supported policy-related questions involving coverage, billing, and claims processes while maintaining accurate information.
- Addressed policy-related inquiries on coverage, billing, and claims processes, delivering reliable information to enhance customer satisfaction.
Claims Analyst
Nationwide Insurance
06.2023 - 08.2025
- Researched personal lines claims, policy information, coverage, limits, and deductibles to support accurate resolution of complex issues.
- Completed Notice of Loss and inquiry processes, ensuring accurate claim records and thorough follow-up documentation.
- Applied company products, procedures, and compliance requirements to determine appropriate solutions and next steps.
- Acted as an internal subject matter resource and collaborated across teams to resolve escalated issues.
- Maintained follow-up systems and documentation, supporting timely claim handling and providing accurate reporting.
- Communicated claim status and requirements to policyholders.
- Reviewed auto and property claims in Nationwide Insurance systems.
BDC Administrator
Toyota of Des Moines
12.2018 - 03.2023
- Maintained accurate customer account information and records in high-volume service environment, ensuring data integrity and customer satisfaction.
- Used customer service software to document interactions, track issues, and maintain organized records.
- Investigated customer requests and coordinated effective solutions for products, services, and company information, enhancing customer experience.
- Consistently met monthly performance standards while balancing accuracy, organization, and service quality.
- Handled inbound leads through dealership CRM system. using dealership CRM and follow-up call queues.
- Scheduled sales and service appointments through phone, email, and text outreach.
- Conducted consistent follow-up and service outreach to support customer retention efforts, fostering long-term relationships.
Skills
- Customer Service Support
- Issue Resolution
- Policy Review
- Policy Compliance
- Account & Record Management
- Operational Efficiency
- CRM Software
- Microsoft Office
- Record Keeping
- Policy Research & Administration
- Data Privacy Management
- Team Collaboration
- Problem solving
Timeline
Customer Care Representative
Farmers Insurance
03.2026 - Current
Sales Executive
Progressive Insurance
08.2025 - 11.2025
Claims Analyst
Nationwide Insurance
06.2023 - 08.2025
BDC Administrator
Toyota of Des Moines
12.2018 - 03.2023