Marlene Barbosa
Rancho Cucamonga,CA
Summary
Motivated individual with experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
10
10
years of professional experience
Work History
Assistant Account Manager
Mark Insurance Services
09.2005 - 01.2009
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Utilized CRM software to manage client relationships.
Conducted annual reviews of existing policies to update information. - Maintained accurate records of client interactions, ensuring all relevant information was easily accessible for future reference.
- Utilize knowledge of the insurance industry and policies and procedures to provide efficient and professional customer service.
- Provided quotes on endorsements as requested. Make appropriate recommendations and/or changes to the policy.
- Greeted and assisted visitors, ensuring they felt welcome and comfortable by providing excellent.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Helped office staff prepare reports and presentations for internal or client-related use.
Insurance Rating Specialist
The Hartford Insurance
10.1999 - 12.2003
- Provided quality rates through knowledge of Insurance Products, Rating System, and UW Guidelines.
- Worked closely with Underwriters to create audit guidelines to ensure accurate quotes.
- Performed as Team Leader and worked closely with Management to manage workflow, and ongoing training, resulting in improved individual performance.
- Trained and mentored new hires on all procedures resulting in improved productivity.
Call Center Representative
Airborne Express
08.1998 - 10.1999
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma -
Bonita High School
La Verne06.1997
Skills
- Problem Solving
- Time Management
- Client Relationship Management
- Active Listening
- Attention to Detail
- Positive Attitude
References
References available upon request.
Timeline
Assistant Account Manager
Mark Insurance Services
09.2005 - 01.2009
Insurance Rating Specialist
The Hartford Insurance
10.1999 - 12.2003
Call Center Representative
Airborne Express
08.1998 - 10.1999
High School Diploma -
Bonita High School
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