Monica Ybanez
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Insurance Professional I
USAA
03.2021 - 08.2024
- Verified customer met eligibility /establish USAA membership
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Provide quotes for varies polices auto/home/renters/liability
- Explain coverages on polices
- Explain benefits the policy provides
- Stay up to date on insurance regulations
Fraud claims Specialist II
Wells Fargo Bank
06.2020 - 01.2021
- Cancel & Order new cards
- Verify debit card transactions
- Submit disputes & tracking disputes status
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Analyzing fraud claims and process credit when appropriate
Specialist Policy Serve-Fulfillment
USAA
08.2015 - 11.2019
- Completed requests sent by members via email, fax or mail and follow up when needed
- Completed additional follow up for underwriting for possible non-renewal of policies, by confirming that risk was within underwriting guidelines for home, renters and valuable personal property
- Issued polices, adjusted polices, and request for non-renew of polices
- Submitted verification of state required liability insurance to appropriate driver motor vehicle department to avoid fees and penalties for our members
- Maintained high accuracy and efficiency
- Followed all company policies and procedures to deliver quality work.
- Enhanced customer satisfaction with timely and accurate issue resolution.
MEMBER SERVICE SPECIALIST
USAA
08.2010 - 08.2015
- Worked customer service center answered members questions
- Issued policies, adjusted policies when required to homeowners, auto and valuable personal property
- Participated in mentoring program paired with new hires to be available to answer questions and share best practices so they could be successful as they join the policy service area
- ability to de-escalate when members are upset
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Exceeded performance metrics consistently by delivering outstanding service quality coupled with efficient issue resolution.
Education
High School Diploma -
Incarnate High School
05.1985
Skills
- Data entry 10yrs
- Computer Skills
- Exceptional customer Service
- Dependable and Responsible
- Ability to work in fast-paced environment
- Multitasking Abilities
- Proven ability to learn quickly and adapt to new situations
- Friendly, Positive Attitude
- Problem-Solving
- Critical Thinking
Certification
Licensed (TEXAS) P&C Insurance Agent ) issued August 2010
Languages
Spanish
Native or Bilingual
Timeline
Insurance Professional I
USAA
03.2021 - 08.2024
Fraud claims Specialist II
Wells Fargo Bank
06.2020 - 01.2021
Specialist Policy Serve-Fulfillment
USAA
08.2015 - 11.2019
MEMBER SERVICE SPECIALIST
USAA
08.2010 - 08.2015
High School Diploma -
Incarnate High School
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