Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Santa Pastrana

Kannapolis,NC

Summary

Multilingual customer service professional with English and Spanish abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities. I'm a team player and work independently with little to no supervision. I am detailed oriented, I'm always looking for the best interest of my customers and company.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Account Manager

Relation Insurance - Select
Salisbury, NC
05.2023 - 11.2023
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained schedule of class assignments to meet deadlines.
  • Collaborated with others to discuss new opportunities.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
  • Processed payments received from clients promptly according to established procedures.
  • Gathered detailed information from customers prior to offering quotes or making recommendations.
  • Participated in continuing education courses to stay current on industry trends and changes in regulations.
  • Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
  • Developed appropriate quotes based on risk information.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Prepared proposals and conducted closing interviews to sell insurance products.
  • Maintained detailed records of underwriting decisions and processes.
  • Evaluated claims data from previous policies to identify trends or patterns that may indicate a higher level of risk associated with certain types of policies.
  • Followed up with prospects on a regular basis to ensure satisfaction with services provided.
  • Reviewed files, recordings and other documents to obtain information to respond to requests.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.

Licensed Insurance Agent

Allstate Insurance Co
Charlotte, NC
01.2020 - 05.2023
  • I started working in the unlicensed department then I transitioned to the licensed department once I've completed the licensing course and passed the state exam obtaining my property and casualty license.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Prepared proposals and conducted closing interviews to sell insurance products.
  • Developed appropriate quotes based on risk information.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Researched insurance plans to find good options for clients' needs.
  • Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
  • Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
  • Responded to customer inquiries and problems to promote great service.
  • Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
  • Received underwriting approvals after accurately completing applications for insurance coverage..
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Collected deposits or payments and arranged for billing.
  • Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
  • On June 2021, I was promoted to the CCDV department (Customer Contact Verification) where I handle policy discrepancies and handle agency escalations, also provided agency support as needed.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints as needed.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Monitored ongoing escalations for resolution progress.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • I was able to obtain entry level underwriting experience
  • Recognized by management for providing exceptional customer service.
  • Assisted with second look inspections

Customer Service Specialist

Paragon Revenue Group
Concord, NC
11.2017 - 11.2019
  • Managed high-volume of inbound and outbound customer calls.
  • Collected deposits or payments and arranged for billing.
  • Maintained accurate records of collections, adjustments and denials in the system.
  • Worked closely with patients to discuss payment arrangements when needed.
  • Investigated and resolved issues to maintain billing accuracy.
  • Verified insurance coverage and identified third-party payers for billing purposes.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Accepted and processed customer payments and applied toward account balances.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • I was able to consistently stay among the top 10 performers in my department.

Front Desk Receptionist - Manager

First Care Medical Clinic
Charlotte, NC
05.2016 - 11.2017
  • Answered telephones and directed calls to appropriate medical or administrative staff.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Informed patients of financial responsibilities prior to rendering services.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Interviewed patients to complete case histories and intake forms.
  • Greeted and checked in patients, updating patient information in computer system.
  • Entered insurance, demographics and health history into patient database.
  • Trained new staff on office procedures, insurance processes and medical terminology.
  • Assisted with filing of medical records and documents, maintaining accurate electronic files.
  • Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
  • Ensured the front desk area was clean and presentable at all times.
  • Arranged hospital admissions for patients as required.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.
  • Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.
  • Handled front desk receptionist schedule to maintain coverage

Store Associate

Kangaroo Express
Concord, NC
01.2015 - 05.2016
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Performed daily opening and closing procedures for store operation.
  • Wrapped and bagged purchases to help customers load merchandise into vehicles.
  • Answered incoming calls regarding product inquiries or orders.
  • Computed purchases and received and processed cash or credit payment.
  • Processed returns and exchanges according to company policy.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Unloaded and moved merchandise to maintain aisles and set up product displays.
  • Followed loss prevention guidelines to deter theft.
  • Maintained records related to sales for store management.

Cashier Team Lead - Skill Trainer

Cracker Barrell Old Country Store
Concord, NC
09.2012 - 05.2016
  • We greeted all guest in a friendly manner and initiate conversation by practicing Cracker Barrel's 100% guest satisfaction policy.
  • Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Assisted cashiers with resolving customer complaints and inquiries.
  • Scanned items and checked pricing on cash register for accuracy.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Completed day-to-day duties accurately and efficiently.
  • Inspected purchased items for defects before handing them over to customers.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Reported any discrepancies in inventory counts or pricing issues promptly.
  • Communicated with servers about new tables, changes in food availability and customer comments.
  • Assisted the host/hostess as needed.

Cashier/Server

Acapulco Mexican Resturant
Kannapolis, NC
06.2010 - 09.2012
  • Greeted each customer and provided menus.
  • Informed customers of daily specials and signature menu items.
  • Followed health safety guidelines when preparing and serving food products.
  • Assisted the host/hostess as needed.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Presented menus and answered questions regarding items.
  • Delivered food orders promptly and courteously.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies.
  • Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Filled condiments and napkin containers during slack periods.
  • Served food and beverages to patrons and immediately remedied issues with orders.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Trained new employees to perform duties.

Education

ExamFX course for Property and Casualty Licenses
01.2020

A.L Brown High School
01.2012

Skills

  • Account Management
  • Customer Service
  • CRM Systems
  • Teamwork and Collaboration
  • Policy Writing/Renewals
  • Payment Processing
  • Billing Support
  • Insurance Verification
  • HIPAA Compliance
  • Referral Verification
  • Appointment Scheduling
  • Front Desk Operations
  • Records Maintenance
  • Complaint Resolution
  • Providing Customer Support

Accomplishments

  • Cracker Barrel - Employee of the month for March 2013
  • First Care Medial Clinic - Employee of the month for May 2017

Languages

English
Professional
Spanish
Professional

Certification

  • Property & Casualty License

Timeline

Account Manager

Relation Insurance - Select
05.2023 - 11.2023

Licensed Insurance Agent

Allstate Insurance Co
01.2020 - 05.2023

Customer Service Specialist

Paragon Revenue Group
11.2017 - 11.2019

Front Desk Receptionist - Manager

First Care Medical Clinic
05.2016 - 11.2017

Store Associate

Kangaroo Express
01.2015 - 05.2016

Cashier Team Lead - Skill Trainer

Cracker Barrell Old Country Store
09.2012 - 05.2016

Cashier/Server

Acapulco Mexican Resturant
06.2010 - 09.2012

ExamFX course for Property and Casualty Licenses

A.L Brown High School

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Santa Pastrana