Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Monserrat Chajon

Pearland

Summary

Dedicated and personable Customer Service Professional with over 10 years of experience resolving client issues, processing orders, and delivering positive customer experiences. Skilled in de-escalation, CRM tools, MS Office, and maintaining high satisfaction scores. Recognized for building rapport quickly and improving customer retention through empathy and efficiency.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Insurance Broker

Liz Olivarez State Farm
12.2016 - Current


  • Fostered long-term customer relationships through personalized service, retention strategies, and proactive communication.
  • Built and maintained relationships with individual and corporate clients to ensure continued satisfaction and policy renewals.
  • Escalated complex issues to appropriate departments while maintaining client satisfaction and follow-through.
  • Served as the primary point of contact for policyholders, providing accurate information on coverage, claims, billing, and renewals.
  • Oversaw general office operations including supply inventory and equipment maintenance.
  • Identified opportunities to upsell or cross-sell additional insurance products tailored to client needs.
  • Assisted clients during life events (e.g., accidents, home purchases, medical emergencies) with empathy and professionalism.
  • Generated new business through cold calling, networking, referrals, and community outreach, consistently meeting or exceeding monthly sales targets.
  • Explained policy features, terms, and conditions clearly to clients, ensuring full understanding and customer satisfaction.
  • Processed new applications, policy changes, and renewals efficiently, maintaining accurate records in CRM systems.
  • Maintained strong product knowledge and stayed current with changes in the insurance market and regulatory guidelines.
  • Collaborated with underwriters, claims adjusters, and sales teams to coordinate solutions and support client needs.
  • Conducted periodic client check-ins and policy reviews to ensure ongoing coverage alignment and satisfaction.
  • Prepared correspondence, reports, and presentations with high attention to detail.
  • Maintained organized filing systems and ensured accurate data entry in company databases.


Customer Service Representative

Babies R Us
07.2013 - 10.2016
  • Managed inventory of signage materials, optimizing procurement processes for cost efficiency.
  • Processed transactions accurately, maintaining cash register integrity and reducing errors.
  • Conducted regular audits of merchandise displays, ensuring compliance with company standards.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Conducted product demonstrations to highlight features and benefits, increasing customer interest.
  • Participated in periodic inventory counts to maintain accurate stock levels.
  • Assisted in setting up promotional displays to attract customer attention and boost sales.
  • Supported store management in planning and executing seasonal promotions and sales events.

Education

Bachelor of Science -

San Jacinto College
Pasadena, TX
05-2028

Skills

  • Bilingual (Spanish & English)
  • Administrative support & scheduling
  • Team leadership & staff supervision
  • Proficiency in MS Office and industry-specific software
  • Policy implementation & workflow optimization
  • Strong interpersonal and organizational skills
  • Quality documentation and reporting
  • Team collaboration and communication

Certification

  • Licensed General Lines & Life and Health

Languages

Spanish
Native or Bilingual

Timeline

Insurance Broker

Liz Olivarez State Farm
12.2016 - Current

Customer Service Representative

Babies R Us
07.2013 - 10.2016

Bachelor of Science -

San Jacinto College

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