ROSA RIVAS TAVARES
Island Park,NY
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue.
Overview
13
13
years of professional experience
Work History
LICENSED SALES PRODUCER & AGENCY SERVICES MANAGER
Allstate Insurance - Ricardo Mercado Agency
11.2014 - Current
- Answering calls and general inquiries promptly and maintaining relationships that require confidentiality
- Managed approximately 20-40 incoming calls, emails and faxes per day from customers.
- Reviewed policies to retain clients as well as promote extended products and services to bring in more revenue.
- Respond to basic billing and policy changes inquiries
- Created partnerships within auto dealerships to establish more continuous client referrals locally.
- Provided coverage option information to assist clients in protecting assets.
- Generated leads through cold-calling, networking and other outreach methods.
- Skilled with interacting with all levels of management from external and internal resources such as underwriters and specialists to support staff and clients.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
CUSTOMER RETENTION SPECIALIST
State Farm Insurance
07.2012 - 03.2021
- Successfully collected all customer payments and prepared the bank's daily deposit
- Establish customers' trust and reliability through processed policy changes and receive personal recommendations and referrals
- Periodically surpassed production goals from office expectations
- Successfully reduced office retention; client’s policies, when clients were eager to cancel policies
- Completed follow-ups on client needs and met customers’ and supervisor’s expectations
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor while fast-tracking them for problem resolution
- Uphold strict quality control policies and procedures during customer interactions
- Address concerns while developing high quality solutions
Education
Master of Business Analytics -
Grand Canyon University
Phoenix, AZ12.2026
Bachelor of Science - Sociology, Business Administration
Montclair State University
Montclair, NJ05.2015
Skills
- Bilingual – Spanish
- Fluent in all Microsoft Office Applications
- Excellent Communication and Interpersonal Skills
- Ability to Problem Solve and Adapt to Situations
- Effective Team Player
- Highly Organized
- Detail Oriented
- Ability to Prioritize and Multitask
Timeline
LICENSED SALES PRODUCER & AGENCY SERVICES MANAGER
Allstate Insurance - Ricardo Mercado Agency
11.2014 - Current
CUSTOMER RETENTION SPECIALIST
State Farm Insurance
07.2012 - 03.2021
Master of Business Analytics -
Grand Canyon University
Bachelor of Science - Sociology, Business Administration
Montclair State University
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