Accomplished bilingual professional with a strong background in insurance and retirement products. Demonstrating exceptional problem-solving skills and a commitment to delivering excellent customer service. Fluent in Spanish, adept at resolving complex issues and enhancing client satisfaction. Professional development has been significant, thanks to leadership abilities and efficient organizational skills, allowing for effective blending of technical knowledge with interpersonal abilities.
Hi, I’m
SILVIA FLORES
DES MOINES,IA
Summary
Overview
17
years of professional experience
Work History
Principal Financial Group
Senior Retirement Specialist
03.2019 - 08.2023
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Assisted team members in navigating complex regulations, helping them make informed decisions about their options with clients.
- Conducted performance evaluations for team members, identifying areas of improvement and guided professional development plans.
- Managed high-stress escalated situations calmly and professionally, reassuring clients that their concerns were being addressed promptly, kept communicating until completed resolution.
Principal Financial Group
Bilingual Retirement Specialist III
07.2017 - 03.2019
Job overview
- Assisted clients in navigating complex pension regulations, helping them make informed decisions about their options.
- Educated clients in the areas of financial wellness, retirement planning, and investment principals.
- Guided clients through the company retirement packages, policies and application process.
- Communicated to clients the importance in strategizing and implementing key financial concepts.
- Coordinated with other financial professionals such as accountants or estate planners to provide holistic service to clients in retirement planning matters.
- Trained new highers with on phone etiquette, retirement plans and regulations, investments, and financial plans.
- Obtained a Series 6 License.
Farmers Insurance Agency
Insurance Sales Agent
08.2016 - 07.2017
Job overview
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Generated quotes and proposals for clients to match individual needs.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Obtained an Iowa Producers License for Property/Casualty and Life/Health
Nationwide
Non-Injury Bilingual Claims Specialist
11.2012 - 07.2016
Job overview
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Trained new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist.
- Obtained an Insurance Adjuster License for 8 states
State Auto Insurance
Customer Service Representative
06.2006 - 11.2012
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
East High SchoolDes Moines, IA
High School Diploma
University Overview
Iowa State UniversityAmes, IA
from Industrial Engineering
University Overview
Skills
Problem-solving skills
Customer Service
Resolving issues
Building rapport
Fluent in Spanish
Attention to Details
Positive Attitude
Organized and Efficient
Timeline
Senior Retirement Specialist
Principal Financial Group
03.2019 - 08.2023
Bilingual Retirement Specialist III
Principal Financial Group
07.2017 - 03.2019
Insurance Sales Agent
Farmers Insurance Agency
08.2016 - 07.2017
Non-Injury Bilingual Claims Specialist
Nationwide
11.2012 - 07.2016
Customer Service Representative
State Auto Insurance
06.2006 - 11.2012
East High School
High School Diploma
Iowa State University
from Industrial Engineering
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