ROSE GONZALES
San Antonio,TX
Summary
Results-driven insurance professional with extensive experience in Property & Casualty insurance, specializing in policy servicing, claims support, risk assessment, and customer relationship management. Proven ability to analyze coverage needs, resolve complex policy issues, and deliver exceptional client service while maintaining compliance with industry regulations. Strong communicator with a track record of improving retention, streamlining processes, and supporting agency growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Licensed Account Manager
Insurance Warehouse
04.2025 - Current
- Assist clients with policy selection and coverage options.
- Develop client relationships through regular communication and follow-ups.
- Collaborate with underwriters to assess client needs and risks.
- Manage documentation for policies, claims, and client communications with accuracy and attention to detail.
- Prepare applications, endorsements, renewals, cancellations, and other forms required by company procedures and regulatory guidelines.
- Explain coverage options to prospective policyholders and address questions or concerns.
- Calculate premiums, establish payment methods, process customer payments, and issue receipts.
Service Agent
Goosehead Insurance
09.2021 - 04.2025
- Completed emailed requests for servicing auto, home, and other personal lines policies
- Provided excellent customer service to clients, resolving issues quickly and efficiently
- Researched products to provide knowledgeable recommendations based on individual needs
- Developed relationships with customers through attentive listening and helpful advice
- Maintained a positive, professional attitude in all customer interactions
- Demonstrated strong communication skills by responding to customers promptly and courteously
- Demonstrated empathy and patience when interacting with customers to build rapport and trust
- Followed up with customers to maintain satisfaction and encourage repeat businessusiness
Customer Service Representative
UMR
08.2018 - 09.2021
- Completed emailed requests for servicing auto, home, and other personal lines policies
- Delivered exceptional customer service, resolving issues promptly to enhance client satisfaction
- Researched products to provide knowledgeable recommendations based on individual needs
- Developed relationships with customers through attentive listening and helpful advice
- Maintained a positive, professional attitude in all customer interactions
- Communicated effectively by responding to customer inquiries in a timely and courteous manner
- Demonstrated empathy and patience when interacting with customers to build rapport and trust
- Conducted follow-ups with customers to ensure satisfaction and foster repeat business
Customer Service Specialist
United Healthcare
09.2015 - 08.2018
- Provided assistance with medical insurance policies, such as ordering ID cards and explaining benefits to providers and members
- Processed claims
- Provided assistance with vision and dental insurance policies, such as ordering ID cards and explaining benefits to providers and members
Skills
- Customer Service Excellence
- Client Relationship Management
- Customer Engagement & Retention
- Verbal & Written Communication
- Problem Solving
- Decision-Making
- Time Management
- Attention to Detail
- Multitasking
- Data Entry & Administrative Support
- Ability to Work Independently
- Financial Services Experience
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
Certification
Property & Casualty Insurance License, Texas
Roles And Responsibilities
- Complete emailed requests for servicing auto, home and other personal lines policies
- Provide excellent customer service to clients, resolving issues quickly and efficiently
- Research products to provide knowledgeable recommendations based on individual needs
- Develop relationships with customers through attentive listening and helpful advice
- Maintain positive, professional attitude in all customer interactions
- Demonstrate strong communication skills by responding to customers promptly and courteously
- Demonstrate empathy and patience when interacting with customers to build rapport and trust
- Follow up with customers to maintain satisfaction and encourage repeat business
- Provided assistance with medical insurance policies, such as ordering ID cards and explaining benefits to providers and members
- Processed claims
- Provided assistance with vision and dental insurance policies, such as ordering ID cards and explaining benefits to providers and members
Timeline
Licensed Account Manager
Insurance Warehouse
04.2025 - Current
Service Agent
Goosehead Insurance
09.2021 - 04.2025
Customer Service Representative
UMR
08.2018 - 09.2021
Customer Service Specialist
United Healthcare
09.2015 - 08.2018