Morelia Espana
East Boston ,MA
Summary
Experienced with client needs analysis and insurance policy customization. Utilizes risk management strategies to offer optimal coverage solutions. Knowledge of industry regulations and maintaining high standards of customer service. Insurance professional with extensive experience in providing personalized insurance solutions. Recognized for ability to build strong client relationships and deliver exceptional service. Focused on team collaboration and adapting to changing needs. Skills include risk analysis, policy development, and effective communication.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Metro Credit Union
12.2018 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Insurance Agent
Mill City Insurance Agency
08.2020 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
Airline Customer Service Agent Manager
Swisport
10.2016 - 02.2019
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
Sales Associate
JCPenney
12.2015 - 07.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
Liberal Arts
Lynn English High School
Lynn Ma Skills
Bilingual, speak Spanish and English
Enthusiastic to work, enjoy to help
Others
- Customer service
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Auto insurance
Timeline
Insurance Agent
Mill City Insurance Agency
08.2020 - Current
Customer Service Representative
Metro Credit Union
12.2018 - 08.2020
Airline Customer Service Agent Manager
Swisport
10.2016 - 02.2019
Sales Associate
JCPenney
12.2015 - 07.2016
Liberal Arts
Lynn English High School
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