Michelle Delgado
Rosenberg,TX
Summary
Dedicated Commercial Insurance Account Manager with nearly nine years of experience at Trucordia (formerly Ronnie Patel Insurance Agency). Began career in June 2017 as a Customer Service Representative and was promoted within two years to Account Manager, where I manage a diverse portfolio of commercial insurance risks across multiple markets. Recently expanded responsibilities to include production and sales.
Hold an active Property and Casualty license (since 2022). Known for being adaptable and eager to take on new challenges, with a strong commitment to continuous learning. Possess excellent communication skills and the ability to work effectively both independently and as part of a team.
Customer service has been a consistent focus throughout my career. Previously worked three years in the restaurant industry as a Hostess, Cashier, and Floor Supervisor, ensuring a positive and welcoming guest experience. Also gained two years of high-volume call center experience in the cosmetics industry, specializing in customer retention, payment processing, upselling products, and resolving customer concerns.
I look forward to new experiences, working in a dynamic environment, and collaborating with new colleagues to broaden my knowledge and continue growing within the insurance industry.
Overview
14
14
years of professional experience
Work History
Commercial Insurance Account Manager
Trucordia
Stafford, TX
06.2017 - 03.2026
- I bring 8 years of experience in the commercial insurance industry along with an active P&C Insurance license. My background is rooted in customer service and account management, where I’ve built strong client relationships and handled a wide range of policy needs. I am confident communicating with clients both over the phone and in person, and I am eager to continue growing professionally by obtaining my Life and Health Insurance license while along the way transitioning into a producer or sales-focused role.
- Managed client accounts, ensuring compliance with insurance policies and regulations.
- Developed tailored insurance solutions to meet diverse client needs and enhance satisfaction.
- Coordinated renewal processes, optimizing coverage options for existing clients.
- Analyzed client data to identify risks and recommend appropriate mitigation strategies.
- Collaborated with underwriting teams to streamline approval processes and improve turnaround times.
- Collaborated with underwriters to negotiate competitive rates for clients, ensuring optimal coverage at the best price.
- Prepared thorough proposals that effectively communicated policy features, benefits, and pricing information to potential clients.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits, along with binding procedures.
- Provide Certificates of Insurance, declarations pages, and policy documents to appropriate parties as needed.
- Negotiated contracts and terms of sale with potential customers.
- Calculated premiums and established payment methods for sales.
- Delivered customer service in an insurance agency environment, processing policy audits, managing claims and endorsements, and responding to various client inquiries and service requests efficiently.
- Gained entry-level experience in insurance production and sales, specializing in account management while supporting client relationships and policy servicing. I have the motivation to grow into a producer or sales-focused role.
Call Center Representative
Luminess Air
Stafford, TX
08.2015 - 06.2017
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product information, ensuring customers understood features and benefits of offerings.
- Utilized CRM software to document customer interactions and track resolutions efficiently.
- Collaborated with team members to streamline processes and enhance overall service delivery.
- Conducted follow-up calls to ensure customer satisfaction and foster long-term relationships.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
- Maintained up-to-date knowledge of product.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new representatives on best practices and company policies to ensure consistency.
- Analyzed customer feedback to identify trends and recommend improvements to services.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Reduced average handle time without compromising on service quality through effective problem-solving strategies.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs. Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Managed inbound customer inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM software to track interactions and ensure timely follow-ups with clients.
- Trained new representatives on call handling procedures and customer service protocols.
Hostess
La Casona Restaurant
Rosenberg, TX
10.2011 - 08.2015
- Coordinated with kitchen and wait staff to maintain efficient service operations.
- Welcomed guests promptly, ensuring a positive first impression of dining experience.
- Assisted in training new host staff on procedures and customer service standards.
- Handled guest inquiries and complaints effectively, enhancing customer satisfaction levels.
- Maintained cleanliness and organization of front-of-house areas for optimal ambiance.
- Monitored dining area for guest needs, ensuring attentive and responsive service delivery.
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Completed daily side work and opening and closing duties without fail.
- Seated patrons based on guest preferences and seating availability.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Backed up servers by checking on tables and retrieving items for guests.
- Provided patrons with estimated waiting times during peak service hours.
- Opened and closed seating sections according to volume of guests.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Promoted business loyalty by fostering positive customer relationships.
- Advised customers about special offerings and menu items to help drive sales.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Took initial drink orders and relayed information to wait or bar staff.
- Maintained balanced cash drawer with correct money values and accurate documentation.
Education
High School Diploma -
Stephen F. Austin High School
Sugar Land, TX05-2008
Skills
- Property and Casualty License
- Microsoft Office Experience
- AMS 360 Experience
- Adobe
- Organizational growth
- Strong negotiation skills
- Sales strategy for all renewal upsells
- Marketing
- Underwriting collaboration
- Decision-making capacity
- Commercial lines specialization
- Quote development and understanding
- Sales / Production / Executive experience (Entry level)
- Insurance proposal development experience
- Policy delivery
- Premium payments
- Creating Finance Agreements
- Bind Request and Follow up on Binders and Invoices
- Certificates and Declaration Forms
- Creating agency Invoice and Invoicing
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking
- Call center customer service
- Excellent communication
- Customer follow-up
- Professionalism
- Customer complaint resolution
- Policy changes
- Policy renewals
- Client consultations
- Policy Knowledge
- Billing inquiries
- Insurance coverage verification
- Customer retention- renewals
- DocuSign
- Commercial expertise in small and middle markets
- Property Coverage
- General liability
- Workers Compensation
- Liquor Liability
- Equipment Breakdown
- EPLI
- CRIME
- UMBRELLA
- EXCESS
- Flood / Private Flood
- Cyber Liability
- Directors and Officers
- Special Events Liability
- Builders Risk
- Professional Liability
- Commercial Business Auto Coverage
- Hired and Non Owned Auto Coverage
- Personal Auto Coverage
- Customer referrals
- Customer needs assessments
- Inbound phone calls
- Calm disposition
- Customer relationship management
- Cash handling
- FLUENT IN ENGLISH / SPANISH
- Quality assurance
- Call / Data gathering and logging in system
- Documentation and reporting
- Caller accomodations
- Professional phone voice
- Computer skills
- Document and records management
- Data management
- Issue and complaint resolution
- Following scripts
- Remote office availability
- Customer data confidentiality
- Work prioritization
- Calm and professional under pressure
- Inbound call management
- Adaptable to change
- Exceptional communication
- Staff coordination
- Live chat support
Timeline
Commercial Insurance Account Manager
Trucordia
06.2017 - 03.2026
Call Center Representative
Luminess Air
08.2015 - 06.2017
Hostess
La Casona Restaurant
10.2011 - 08.2015
High School Diploma -
Stephen F. Austin High School