Shanel Fertil
US
Summary
Experienced professional with a strong background in fraud, risk mitigation, insurance, sales, and customer engagement. I enjoy helping clients find solutions, increasing company loyalty through positive interactions while building lasting relationships. My experience has taught me how to communicate with a wide range of people, handle sensitive situations, de escalation tactics, and how to work with minimal supervision. I hold a multi-state Property & Casualty license, a Bachelor’s degree in Communications with a minor in Marketing, and active Real Estate license in FL.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Farmers Insurance
, FL
03.2026 - Current
- Identified customer needs and recommended appropriate insurance products and coverage options, ensuring compliance with company guidelines and state regulations to support informed decision-making.
- Assisted customers with insurance policy inquiries, billing, coverage changes, and account maintenance, delivering accurate and efficient service to enhance customer satisfaction.
- Resolve complex customer issues through effective communication, problem-solving, and cross-functional collaboration while consistently meeting service, quality, and performance goals.
- Processed policy transactions, payments, endorsements, and account updates, maintaining accurate documentation and safeguarding sensitive customer information to ensure data integrity.
SENIOR FRAUD OPERATIONS SPECIALIST
U.S. Bank
01.2023 - 01.2026
- Supported bankers in real-time by managing escalations and assisting with customer accounts impacted by fraud, transaction disputes, provisional credits, and account restrictions
- Communicated clearly and empathetically with customers regarding fraud determinations and bank policies, enhancing customer understanding and trust
- De-escalated situations with upset customers facing financial loss or account restrictions, ensuring resolution and maintaining customer relationships
- Guided customers through security recovery steps including account closures, reissuing cards, and resetting their credentials
RESERVATIONS AGENT
Kiki on the River
Miami, US
05.2022 - 09.2022
- Handled high-volume reservations and guest communications to support smooth operations.
- Processed credit card authorizations and maintained accurate booking documentation to secure guest transactions.
- Coordinated special-event bookings and seating plans with catering teams to ensure seamless execution and enhance guest experiences during high-demand nights.
- Processed credit card authorizations and ensured accurate booking documentation
CUSTOMER SERVICE AGENT
Peddle / InfoCision
08.2021 - 01.2022
- Managed high-volume inbound calls to assist customers with vehicle sale inquiries and provide account support, ensuring effective communication
- Guided customers through the vehicle offer and pickup process, ensuring clear understanding of next steps
- Confirmed customer and vehicle information for accuracy and eligibility, facilitating smooth transaction processes
- Addressed objections and concerns to sustain customer engagement and successfully complete transactions
PERSONAL VACATION PLANNER
Carnival Cruise Line
Miramar, US
11.2018 - 02.2019
- Contacted prospective and past guests via phone and email to promote Carnival Cruise vacations, fostering engagement and interest.
- Identified customer needs and recommended suitable cruise packages, upgrades, excursions, and services, enhancing guest experiences and satisfaction.
- Proactively contact prospective and past guests via phone and email to promote Carnival Cruise vacations.
- Maintained accurate guest records and itinerary notes, coordinating special requests and ensuring timely delivery of personalized services.
TELEPHONE SALES REPRESENTATIVE (TSR)
Sears Home Services
Doral, US
02.2018 - 06.2018
- Utilized selling techniques to upsell maintenance plans and add-on services, increasing customer satisfaction by aligning solutions to their needs.
- Utilized selling techniques to upsell maintenance plans and add-on services, enhancing perceived value while aligning solutions to customer needs.
- Maintained accurate warranty documentation and service notes in CRM, ensuring seamless handoffs and verifying coverage prior to technician dispatch.
READING TUTOR
FIU America Reads
Miami, US
01.2015 - 01.2017
- Developed individualized literacy plans tailored to each student's needs, enhancing engagement and targeted support.
- Coordinated with classroom teachers to align reading interventions with curriculum goals, ensuring consistent instruction and reinforcing learning pathways.
- Tracked weekly assessment data and adjusted lesson plans, providing focused remediation and facilitating progress for struggling readers.
- Tracked weekly assessment data and adjusted lesson plans accordingly, ensuring focused remediation and steady progress for struggling readers.
Education
BACHELOR OF ARTS - COMMUNICATIONS & MARKETING
Florida International University
Miami, FloridaSkills
- Client Engagement
- Communication Skills
- Conflict Resolution
- Problem Solving
- Customer Experience
- Client Onboarding
- Account Management
- Sales
- Fraud mitigation
- Regulatory Compliance
- Risk Communication
- Data Analysis
- Adaptability
- Negotiation Skills
- Team Leadership
- Financial Services
Additional Information - Licenses And Certifications
- Active Property & Casualty License - All 50 States
- Licensed Real Estate Agent - Florida
- TEFL Certified (Teaching English as a Foreign Language)
Timeline
Customer Care Representative
Farmers Insurance
03.2026 - Current
SENIOR FRAUD OPERATIONS SPECIALIST
U.S. Bank
01.2023 - 01.2026
RESERVATIONS AGENT
Kiki on the River
05.2022 - 09.2022
CUSTOMER SERVICE AGENT
Peddle / InfoCision
08.2021 - 01.2022
PERSONAL VACATION PLANNER
Carnival Cruise Line
11.2018 - 02.2019
TELEPHONE SALES REPRESENTATIVE (TSR)
Sears Home Services
02.2018 - 06.2018
READING TUTOR
FIU America Reads
01.2015 - 01.2017
BACHELOR OF ARTS - COMMUNICATIONS & MARKETING
Florida International University