Summary
Overview
Work History
Education
Skills
Timeline
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Marlene Rodriguez

Albuquerque,New Mexico

Summary

Proven Insurance Agent with a track record of exceeding sales quotas by over 20% at Liberty Mutual, showcasing exceptional customer service and policy analysis expertise. Skilled in fostering client loyalty through ethical standards and effective communication, adept at both property and casualty insurance. Achieved significant client satisfaction and retention by tailoring insurance solutions to individual needs.

Overview

7
7
years of professional experience

Work History

Insurance Agent

Liberty Mutual
01.2022 - Current
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
  • Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
  • Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Maintained high level of industry knowledge through continuous professional development, ensuring advice was always accurate and relevant.
  • Implemented client feedback system to gather insights and improve service delivery continuously.
  • Educated clients on insurance policies and procedures.
  • Calculated premiums and established payment methods for sales.
  • Monitored customer feedback and identified areas of improvement.
  • Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
  • Achieved top salesperson status by consistently exceeding sales targets through effective client relationship management.
  • Fostered team-oriented environment that encouraged collaboration and shared success among agents.

Customer Financial Services Representative

Fidelity
05.2020 - 01.2022
  • Optimized account management workflows to boost efficiency.
  • Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
  • Advanced department goals by consistently meeting or exceeding performance metrics related to productivity quality assurance standards.
  • Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.
  • Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
  • Developed rapport with customers, fostering loyalty and repeat business.
  • Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
  • Assisted customers in understanding their financial statements, providing clarity regarding charges or fees.
  • Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
  • Identified potential fraudulent activity, implementing security measures to protect customer accounts.
  • Managed sensitive customer information with strict adherence to privacy regulations and company policies.
  • Provided support during high call volume periods, maintaining professionalism under pressure.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

Credit Card Customer Service Representative

Alorica/USAA
06.2018 - 02.2020
  • Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
  • Received inbound customer calls related to credit and accounts receivable.
  • Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
  • Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
  • Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
  • Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
  • Supported customers with invoices, statements and other basic questions.
  • Processed recurring automated payments and credit card payments.
  • Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
  • Assisted in training new hires, sharing best practices and helping them quickly acclimate to their new roles as Credit Card Customer Service Representatives.
  • Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
  • Reduced wait times for callers by effectively managing high call volumes and promptly handling inquiries.
  • Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
  • Established rapport with customers during interactions, resulting in positive feedback and increased likelihood of referrals.
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
  • Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
  • Assisted clients with activating new cards, increasing usage and strengthening relationships with the financial institution.
  • Implemented strategies to reduce risk of credit card fraud and identity theft.
  • Evaluated customer creditworthiness and financial statements to determine credit limits.
  • Cross-trained and backed up other customer service managers.

Education

Bachelor Of Education - Education

Central New Mexico Community College
Albuquerque, NM
05.2019

Skills

  • Customer service
  • Licensed insurance agent
  • Commitment to Ethical Standards
  • Sales Proposal Creation
  • Auto Insurance Expertise
  • Customer Retention Strategies
  • Customer Engagement Upselling
  • Property Insurance Expertise
  • Prospective Lead Generation
  • Identification of Deductible Expenses
  • Policy Modification
  • Insurance Product Advertising
  • Logical Reasoning Skills
  • Policy Analysis Expertise
  • Property and casualty insurance
  • Billing Management
  • Policy Modification
  • Customer Account Evaluation
  • Billing Support
  • Call center customer service
  • Insurance coverage verification

Timeline

Insurance Agent

Liberty Mutual
01.2022 - Current

Customer Financial Services Representative

Fidelity
05.2020 - 01.2022

Credit Card Customer Service Representative

Alorica/USAA
06.2018 - 02.2020

Bachelor Of Education - Education

Central New Mexico Community College

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Marlene Rodriguez