Maritsa Herrera
Plainfield,IL
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
15
15
years of professional experience
Work History
Office Manager
State Farm
10.2021 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Established team priorities, maintained schedules and monitored performance.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Managed approximately 80+ emails, calls, tasks per day
Insurance Customer Service Specialist
State Farm
06.2015 - 12.2021
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Worked closely with sales teams to identify cross-selling opportunities, growing the company''s book of business.
- Received recognition for excellent customer service skills from supervisors resulting from consistent positive feedback received from clients.
- Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies.
- Participated in ongoing training sessions to stay up-to-date on industry trends, product offerings, and regulatory changes.
- Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Collaborated effectively with internal departments like claims adjusters, underwriting staff, allowing seamless coordination between parties involved in the client relationship management process.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Reduced wait times by quickly addressing customer questions regarding billing, policy changes, and claim status updates.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
Bank Teller
TCF National Bank
02.2009 - 10.2011
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Education
Associate of Science -
College of DuPage
Glen Ellyn, ILHigh School Diploma -
Neuqua Valley H.S.
Naperville, IL05.2008
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Fluent Bilingual in Spanish
- Organizational skills
- Strong attention to detail
- Efficiency and Time Management
- Salesforce (CRM)
- Microsoft office/ outlook
Timeline
Office Manager
State Farm
10.2021 - Current
Insurance Customer Service Specialist
State Farm
06.2015 - 12.2021
Bank Teller
TCF National Bank
02.2009 - 10.2011
Associate of Science -
College of DuPage
High School Diploma -
Neuqua Valley H.S.