Sirena Guerrero
New Braunfels
Summary
Licensed Insurance Agent with comprehensive understanding of complex insurance policies, risk management strategies, and client relationship building. Strong advocate for clients' needs, leveraging negotiation skills to ensure optimal coverage options. Demonstrated success in cultivating professional relationships and enhancing customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Foundever
03.2025 - Current
- Facilitated client understanding of insurance products and policy options.
- Conducted assessments to identify suitable coverage levels for clients.
- Managed billing inquiries, payment processing, and customer service issues effectively.
- Ensured compliance with federal, state, and local insurance regulations.
- Processed policy changes, renewals and cancellations accurately and promptly.
AI Trainer
HireArt
San Antonio
10.2024 - 01.2025
- Company Overview: HireArt is a single platform to hire, employ, and manage a contract workforce.
- Analyzing and interpreting model performance to identify training deficiencies and opportunities for improvement.
- Curate and label datasets to optimize machine learning models.
- Implement feedback mechanisms to refine AI models.
- Participate in data annotation, labeling, and quality control processes.
- Ensure high accuracy and consistency in training data and feedback.
- Work on a long-term search evaluation project focused on understanding user intent and search result relevance.
- HireArt is a single platform to hire, employ, and manage a contract workforce.
Technical Support Specialist
Telenetwork
San Marcos
08.2019 - 05.2020
- Company Overview: telenetwork provides telecommunications, security and information technology services.
- Assisted customers with home internet, television service and home phone technical issues via email and telephone.
- Supported inbound call customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Telenetwork provides telecommunications, security and information technology services.
Fraud Prevention Agent
CBE Companies
New Braunfels
07.2016 - 11.2017
- Identify whether the caller is the actual account owner or if they are someone else trying to gain access and/or information from someone else.
- Assisted customers in keeping their accounts safe and continued with the process of providing service they were looking for.
- Made outbound calls to customers to verify their account or verify they made changes to their account.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Kept track of 'trends' used by fraudsters so we can catch fraudulent activity actively happening.
Technical Support Specialist
IBEX Global
New Braunfels
04.2014 - 06.2015
- Company Overview: IBEX Global (Formerly TRG Customer Solutions) is a Business Process Outsourcing company.
- Responded to assistance requests from users and directed individuals through troubleshooting tasks.
- Use available resources to identify appropriate solutions for customers.
- Boosted antivirus software sales through customer education, competitor knowledge and strategic upselling techniques.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Providing customer satisfaction through effective call resolution.
- IBEX Global (Formerly TRG Customer Solutions) is a Business Process Outsourcing company.
Education
High School Diploma -
New Braunfels High School
New Braunfels, TX12.2013
Skills
- Licensed insurance agent
- Insurance practices
- Customer service
- Effective communication
- Casualty insurance
- Customer retention
- Accuracy
- Compliance
- Detail-oriented
- Communication skills
- Documentation
- Quality assurance
- Integrity and ethics
- CRM tracking
- Account retention
- Product knowledge
- Customer needs assessment
- Goal-oriented mindset
Certification
Personal Lines Property and Casualty
Websites
Timeline
Licensed Insurance Agent
Foundever
03.2025 - Current
AI Trainer
HireArt
10.2024 - 01.2025
Technical Support Specialist
Telenetwork
08.2019 - 05.2020
Fraud Prevention Agent
CBE Companies
07.2016 - 11.2017
Technical Support Specialist
IBEX Global
04.2014 - 06.2015
High School Diploma -
New Braunfels High School
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