Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

REINA C. FLORES

ALBUQUERQUE

Summary

Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet goals.

Overview

23
23
years of professional experience

Work History

Administrative Assistant

Ravenna Assisted Living
12.2022 - 11.2023
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Assisted development and implementation of new administrative procedures.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

Commercial Property & Casualty Account Manager

USI Southwest
02.2016 - 03.2020
  • Serviced a book of small, medium and large revenue clients.
  • Maintained customer files using Sagitta & Image Right.
  • Assisted producers with marketing.
  • Processed policies, endorsements, audits, binders, and certificates.
  • Provided client support and assist with all aspects of insurance coverage including gaps in prior coverage and input correct coverage in place or Osuna location.
  • Promoted to Loan Closing Specialist after four months.
  • Produced construction, consumer, and commercial loan documents using Laser Pro, MS Office 2010 and XP.
  • Processed and funded loan packages.
  • Resolved policy and coverage-related concerns for clients, insurance carriers and producers.
  • Disbursed funds to borrower, appraiser, title company and insurance agencies.
  • Executed Change in Term Agreements, Subordination and Modification of Mortgages.
  • Translated complex information for clients' understanding.
  • Issued appropriate insurance documentation and identification.
  • Kept properties in compliance with local, state and federal regulations.
  • Maintained check register, including weekly reports, for the accounting department.
  • Provided pay-off quotes to title companies.
  • Contacted clients and underwriters to obtain additional information.
  • Remained current on insurance products and offerings for quick reference when interfacing with clients.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.

Annual Commercial Customer Service Representative

Berger Briggs, Estate & Insurance
04.2015 - 08.2015
  • Processed renewals, assisted clients with updating renewal applications, and coordinated all information from client to carrier.
  • Generated renewal Certificates of Insurance and Auto ID Cards.
  • Verified renewal policies and updated information in the system.
  • Assembled policy binders and mailed to clients.
  • Assisted clients with all renewal related questions.
  • Performed notary services, Licensing & Permit, Performance & Payment Bonds.
  • Responded to customer requests for products, services and company information.
  • Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.

Commercial Lines Account Manager

First Santa Fe Insurance Services, Inc
08.2013 - 03.2015
  • Serviced a book of small, medium, and large revenue clients including Native American business.
  • Maintained quality electronic customer files using Applied Epic.
  • Assisted new business producers with marketing.
  • Negotiated with numerous standard carrier websites,
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Conducted annual reviews of existing policies to update information.
  • Processed policies, endorsements, audits, binders, and certificates.
  • Provided informed guidance to assist clients in choosing commercial insurance products to suit business needs.

Commercial Lines Account Manager

Poms & Associates Insurance Brokers, Inc
01.2012 - 07.2013
  • Serviced and maintained a complex book of small to medium revenue clients including some farm and ranch accounts.
  • Maintained quality electronic customer files using AMS360.
  • Assisted new business producers with marketing.
  • Daily quoting with many standard carrier websites.
  • Processed policies, endorsements, audits, binders, certificates and resolve client billing issues.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Operator/Appointment Scheduler

Women's Specialists of New Mexico
03.2009 - 01.2012
  • Operated switchboard for 3 locations - included 130 extensions and 18 incoming lines.
  • Patient check-in/out with an average of 150 patients per day.
  • Worked closely with M.D.’s to coordinate procedure schedule to accommodate both doctor and patient.
  • Collected patient copays, payments, and posted according to account.
  • Schedule appointments, minor procedures and consultations for 40 providers
  • Maintained and updated waitlist for 3 providers.
  • Obtained and created documentation of weekly deliveries from Lovelace Women's Hospital.
  • Balanced employee availability, customer schedules and maximum load levels when scheduling appointments.
  • Established and maintained client rapport by utilizing quality customer service.
  • Answered phone calls and answered questions from potential customers.
  • Assisted office team by making phone calls, copies and appointments.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Addressed client inquiries and updated database information.

Loan Closing Specialist II

Charter Companies - Charter Bank
05.2006 - 01.2008
  • Produced construction, consumer, and commercial loan documents using Laser Pro, MS Office 2010 and XP.
  • Funded loan packages.
  • Disbursed funds to borrower, appraiser, title company and insurance agencies.
  • Executed Change in Term Agreements, Subordination, and Modification of Mortgages.
  • Maintained check register, including weekly reports to the accounting department.
  • Provided pay-off quotes to title companies.
  • Set up, stored and updated customer files, department records and regulatory paperwork.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Reviewed and validated details of loan applications and closing documentation.

Escrow Coordinator/Sales Associate

Tiffany Homes
01.2005 - 04.2006
  • Tracked homes during construction phase.
  • Coordinated the building process and draws between the borrower, bank, realtor, and sales associate.
  • Compiled borrower files throughout the building process.
  • Coordinated walk through, final walk through, and closing of escrow.
  • Prepared and updated tracking spreadsheet for weekly sales meetings.
  • Assisted customers and clients with closing-related questions.
  • Assisted sales manager.
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
  • Collaborated with title department to resolve title issues such as legal descriptions, easements, lot splits, vesting and bankruptcies.
  • Promoted to Home Sales Associate.
  • Maintained a successful number of homes sold in the last three months of my employment with the company, selling five homes.

Loan Closing Specialist

Charter Companies - Charter Bank
05.2001 - 01.2005
  • Reviewed and validated details of loan applications and closing documentation.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Set up, stored and updated customer files, department records and regulatory paperwork.
  • Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.

Education

Del Norte High School
Albuquerque, NM

Business Administration

Albuquerque T-VI (CNM)

Skills

  • Upbeat and Positive Personality
  • Patient and Empathetic
  • Efficient and Detail-Oriented
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Elderly Care
  • Diet and Nutrition
  • Attentive to People
  • Daily Living Activities
  • Oral/body Hygiene
  • Ability to Lift

Additional Information

  • New Mexico Property & Casualty License - 2012

References

Peter J. Gineris

CB Richard Ellis

Senior Vice President

505-837-4997 or 505-250-4697


Debbie Rochford

Program Director

Albuquerque Hispano Chamber of Commerce

505-350-5960


Tracey Wallace Mason

Brookstone, LP General Contractors

Marketing Manager

713-425-0756

Timeline

Administrative Assistant

Ravenna Assisted Living
12.2022 - 11.2023

Commercial Property & Casualty Account Manager

USI Southwest
02.2016 - 03.2020

Annual Commercial Customer Service Representative

Berger Briggs, Estate & Insurance
04.2015 - 08.2015

Commercial Lines Account Manager

First Santa Fe Insurance Services, Inc
08.2013 - 03.2015

Commercial Lines Account Manager

Poms & Associates Insurance Brokers, Inc
01.2012 - 07.2013

Operator/Appointment Scheduler

Women's Specialists of New Mexico
03.2009 - 01.2012

Loan Closing Specialist II

Charter Companies - Charter Bank
05.2006 - 01.2008

Escrow Coordinator/Sales Associate

Tiffany Homes
01.2005 - 04.2006

Loan Closing Specialist

Charter Companies - Charter Bank
05.2001 - 01.2005

Del Norte High School

Business Administration

Albuquerque T-VI (CNM)

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REINA C. FLORES