Maria Rivera
Sanford,FL
Summary
Highly skilled Senior Account Associate with strong background in exceptional customer service, managing client accounts, ensuring satisfaction and maintaining long-term relationships. Strengths include strong team collaboration, effective communication skills and ability to handle multiple tasks simultaneously. Previous work demonstrates significant impact through problem-solving abilities and keen attention to details.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Account Associate - SBU
IOA Insurance Office of America
Longwood, US
04.2020 - 12.2024
- Account activity
- Policy administration
- Billing activities
- Contract review for insurability
- Review policy forms, audits and endorsements; identify errors and facilitate corrective actions
- Certificates of Insurance; Evidence of Property
- Cancellation
- Reinstatements
- Renewals
- Conducting client research
- Gather complete underwriting information
- Renewal Questionnaire/Application/Supplement Application
- Policy Renewal Forms
- Loss Run
- MVR
- Accord Form
- Complete and accurate Renewal Submissions sent in a timely manner
- Preparing and presenting Proposals
- Binding coverage
- Comply with any subjectivities as required by carrier
- Preparing and executing Premium Finance Agreements
- Diligent follow up for Policy Issuance
- Review all policies, identifying and notifying AE or Producer of any discrepancies and ensuring that all necessary changes are submitted to and issued by the carrier
- Maintain accurate and complete policy transaction detail, schedules and Summaries of Insurance
- Monitors Accounts Receivables report and takes action
- Data entry and maintains agency management system, other agency supported systems and carrier/vendor online platforms, ensuring all data entered is complete, clearly presented and well-documented, accurate, and up to date
- Monitors and maintains activity/suspense, taking necessary action to ensure completion within required time
- Inspection Recommendations
- Excellent customer service at all times
- Liaison between insured and insurance carrier
CSR - Customer Service Representative
Transportation Insurance Advisors
Sanford, US
01.2017 - 01.2020
- Assist customer with their policy needs
- Issue certificate of insurance with urgency
- Assist with policy changes with urgency
- Review of Motor Vehicle Records
- Loss Runs
- Policy reviews for accuracy
- Policy renewal preparation
- Comply with insurance standards and regulations
- Process endorsements, notifications and accord forms
- Incoming calls
PIP / MedPay Claims Adjuster
Bristol West Insurance Group / Farmers
Lake Mary, US
11.2012 - 11.2015
- Manage claims in a professional and timely manner
- Contact claimant / named insured promptly after a claim has been assigned
- Listen tentatively and obtain facts of loss
- Explain in detail policy coverage limits and exceptions
- Explain in detail the claims process and set realistic expectations
- Conduct interviews, gather detailed information and collect documentation such as police reports, ISO reports, medical records, etc
- Establish validity of claim
- Report any potentially fraudulent claims
- Pay eligible medical bills in a timely manner
- Attended Anti-Fraud and Special Investigative Unit training
- Reduced loss ratios through fair and prompt processing of claims
- Mentored staff with interest in advancing within the company
- Participated in community out reach and charities sponsored by the company
Bilingual Customer Service Supervisor
21st Century Insurance/Farmers
Lake Mary, US
11.2007 - 11.2012
- Successfully manage a team of 15 to 20 team members
- Own team productivity metrics
- Generated and distributed daily and weekly reports
- Live and recorded call monitoring for training purposes
- Routinely prepared and evaluated reports to identify areas of improvement as well as success
- Provided detailed monthly reports to senior management
- Successfully resolve escalated calls and customers issues
- Develop rapport with customer by handling difficult issues with professionalism, respect and empathy
- Address negative feedback with a sense of urgency
- Communicate effectively with customers and team members to maintain clearly defined expectations
- Weekly 'one on one' meetings with team members
- Listened and acted promptly to my team's suggestions and needs
- Obtain ASLAN coaching certification
- Developed, implemented and monitored a New Member Service pilot to maximize customer satisfaction and increase customer retention
Education
Certification in Accounting -
University of Puerto Rico-Rio Piedras
Rio Piedras, PR06.1988
Certificate in Computer Programming -
Bryant & Stratton Collage
Rochester, NY03.1984
University of Puerto Rico
Rio Piedras, PR05.1981
Skills
- Epic
- Exceptional telephone etiquette
- Call Center
- Outlook
- Motivator
- Team Management
- Problem Resolution
- Creative and critical thinking
- Word
- Customer Service
- Strong work ethic
- Microsoft Office
- Bilingual Spanish
- Identify and develop talent
- Team Building
- Data Analysis Skills
- Sense of urgency
- Self directed
- Coaching
- Time Management
- Strive under pressure
- Excel
- Account Management
- Customer retention
- Attention to detail
- Writing skills
- Teamwork
Certification
- 0440 Customer Service Representative, 03/01/17, 06/01/26
- 0620 Adjuster - All Lines, 01/01/13, 06/01/26
- 2044 Personal Lines Agent, 12/01/07, 06/01/26
Languages
Spanish, Fluent
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Professional
Timeline
Senior Account Associate - SBU
IOA Insurance Office of America
04.2020 - 12.2024
CSR - Customer Service Representative
Transportation Insurance Advisors
01.2017 - 01.2020
PIP / MedPay Claims Adjuster
Bristol West Insurance Group / Farmers
11.2012 - 11.2015
Bilingual Customer Service Supervisor
21st Century Insurance/Farmers
11.2007 - 11.2012
Certification in Accounting -
University of Puerto Rico-Rio Piedras
Certificate in Computer Programming -
Bryant & Stratton Collage
University of Puerto Rico
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