Pamela Torres
Phoenix,AZ
Summary
Accomplished professional recognized for outstanding support delivery in virtual environments. Committed to aligning with company values and achieving superior results. Exhibits adaptability and strong communication skills, with a focus on continuous learning. Prepared to support team initiatives and advance organizational success.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Premium Audit Technician/Assistant
Chubb Insurance
12.2024 - 12.2025
- Contract Position: Worked in conjunction with the Underwriting and Auditor team preparing Workers Comp and Commercial policies. Editing; proofreading; data entry of class codes and rating numbers; endorsements and verification of addresses; contact information and putting packs together and sent out to the auditors. Communication with the auditors and underwriters regarding any premium updates.
- Excellent typing skills
- Accurate data entry
- Meeting metrics and timelines
Customer Service Representative Retention II
State Farm Insurance
09.2022 - 04.2023
- Engaged with customers within an inbound call center environment while maintaining keen focus on maximum customer retention and utmost satisfaction. Processed policy changes efficiently while adhering to company guidelines and regulations. Capitalized on expertise as licensed P&C agent to provide personalized recommendations and solutions to policyholders.
- Achieved high customer satisfaction scores through effective communication, problem-solving, and personalized service.
- Demonstrated exceptional efficiency in processing policy changes, minimizing errors, and complying with guidelines.
- Resolved all coverage-related inquiries by providing clear and accurate information to policyholders.
Customer Experience Representative
Grainger Industrial
01.2020 - 04.2022
- Provided expertise as main point of contact for inbound customer calls while capitalizing on strong customer-centric attitude. Researched product availability and pricing and updated customers to make purchase decisions. Tracked orders from placement to delivery, provided status updates, and resolved issues. Processed returns and exchanges while adhering to company policies.
- Identified opportunities for improvement and optimized customer service strategies.
- Collaborated with internal teams to resolve complex customer issues and fostered positive cross-functional relations.
- Contributed insights and suggestions for process improvements and consequently improved customer service strategies.
- Capitalized on exceptional communication and support to ensure customer retention and strong rapport.
Licensed Insurance Agent
Liberty Mutual Insurance Group
03.1999 - 06.2019
- Conducted thorough assessments of clients' insurance needs and educated clients on various insurance products, coverage options, and policy features to make selection in an inbound call center. Formed insurance recommendations as per client profiles, risk assessments, and budget considerations. Processed policy changes, endorsements, and updates as well as facilitated clients with filing claims.
- Teamed up with underwriters, customer service teams, and other stakeholders for seamless service delivery.
- Nurtured strong client relationships through ongoing communication, follow-ups, and exceptional customer service.
- Delivered insurance solutions in line with clients' needs and achieved positive feedback and referrals.
- Cooperated with cross-functional teams to streamline processes, enhance CX, and contribute to team success.
- Earned positive feedback from clients for expertise, communication, and dedication to insurance needs.
Education
Bachelor’s degree - applied business management
Grand Canyon University
Phoenix, AZ10.2013
Skills
- Detail-oriented and organized
- Customer service and support
- Data entry and typing
- Proofreading and editing
- Verbal and written communication
- File and records management
- Compliance assurance
- Curiosity and engagement
Certification
- Property & Casualty License
- General Adjusters License
Websites
Personal Tidbits
- Faith and Family first
- Published Author
- Musician/church choir director
- Lover of books, coffee, libraries and the ocean
Timeline
Premium Audit Technician/Assistant
Chubb Insurance
12.2024 - 12.2025
Customer Service Representative Retention II
State Farm Insurance
09.2022 - 04.2023
Customer Experience Representative
Grainger Industrial
01.2020 - 04.2022
Licensed Insurance Agent
Liberty Mutual Insurance Group
03.1999 - 06.2019
Bachelor’s degree - applied business management
Grand Canyon University