Maria GONZALEZ
orlando,Florida
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Agent
Grande Insurance Agency
Orlando, Florida
12.2023 - 07.2024
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Updated and maintained databases with current information.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Maintained accurate records of all insurance transactions using computer software systems.
- Scheduled meetings with prospective clients to discuss available products and services.
- Processed payments received from clients promptly according to established procedures.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Engaged customers and provided high level of service by carefully explaining details about documents.
Administrative Assistant
ANCHOR RENTAL
Hollywood, FL
09.2020 - 03.2023
- Assist customers inside and outside U-Haul Center with U-Haul products & services
- Use smartphone-based U-Scan technology to manage rentals and inventory
- Move and hook up U-Haul trucks and trailers
- Clean and inspect equipment on the lot including checking fluid levels
- Answer questions and educate customers regarding products and services
- Prepare rental invoices and accept equipment returned from rental.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Facilitated communication between different departments within the organization.
- Processed invoices for payment using accounting software applications.
- Greeted visitors and provided general information about the company.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Case Management Coordinator
UNITED HEALTH CARE
Miami, FL
07.2017 - 08.2020
- Served as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handled escalated calls, resolving more complex customer issues in a one and done manner
- Answered incoming phone calls from customers and identified the type of assistance the customer needs (i.e
- Benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Intervened with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Researched complex issues across multiple databases and worked with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
- Coordinated referrals to appropriate service providers within the community.
- Advised families on available resources in the community that could benefit their loved ones.
- Provided support services to clients such as housing assistance, job placement, and financial aid.
- Collaborated with other social service agencies to ensure comprehensive care for all cases.
- Monitored progress of cases by collecting data from multiple sources.
- Supported families in navigating complex systems like Medicaid, SSI, and SSDI so they can access benefits for their loved one.
- Scheduled appointments with other healthcare providers for clients.
- Maintained detailed records of all interactions with clients in accordance with HIPAA regulations.
- Facilitated communication between medical professionals and clients.
Operations Manager, Customer Experience
Verizon Wireless
Miami, FL
09.2014 - 07.2017
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Performed cost analysis for various projects to determine budget requirements.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Responded to information requests from superiors, providing specific documentation.
- Collaborated with team leaders on quality audits.
- Measured and reviewed performance via KPIs and metrics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
Education
License - INSURANCE LICENCE
FL INSURANCE COLLEGE
Miami08-2021
High School diploma -
American Academy High School
Miami, FL07.2003
Skills
- Fully bilingual – English/Spanish
- Case management
- Intake experience
- Meeting facilitation
- Exceptional customer service
- Excellent written and verbal communication
- Program development
- Conflict management
- Client Retention
Certification
NOTARY
Timeline
Insurance Agent
Grande Insurance Agency
12.2023 - 07.2024
Administrative Assistant
ANCHOR RENTAL
09.2020 - 03.2023
Case Management Coordinator
UNITED HEALTH CARE
07.2017 - 08.2020
Operations Manager, Customer Experience
Verizon Wireless
09.2014 - 07.2017
License - INSURANCE LICENCE
FL INSURANCE COLLEGE
High School diploma -
American Academy High School
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