Sonia Caballeros
Cape Coral,FL
Summary
Results-driven professional with a proven track record of providing customers tailored solutions to meet their needs. Skilled in establishing and maintaining relationships with customers, ensuring the delivery of quality service. Agile individual with excellent communication and customer service skills, able to effectively navigate and adapt to various situations. Demonstrates a strong understanding of the insurance industry and excels at building relationships with clients, brokers, and other stakeholders while consistently delivering outstanding service. Highly organized and detail-oriented, with a keen ability to identify potential risks and develop effective solutions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Insurance Broker /Customer Service Representative Team Lead
QAgency Insurance
06.2017 - 08.2024
- Greeted and assisted customers, addressing concerns and resolving complaints via phone and mail.
- Persuaded clients to reconsider policy cancellations and handled policy upgrades and cancellations.
- Scheduled medical appointments and maintained client information using CRM systems.
- Managed internal contact lists and organized appointments and meetings.
- Conducted approximately 100 outbound/inbound sales calls weekly to qualify insurance leads.
- Reported policy changes and customer satisfaction issues; met monthly productivity goals.
- Sold Medicare, ACA, Supplemental, and life insurance policies; retained 95% of policyholders during renewals.
- Provided bilingual (Spanish/English) customer service and calculated insurance quotes.
- Recommended insurance coverage based on client needs and circumstances, achieving sales targets.
- Built strong client relationships through active listening and issue resolution.
- Mentored entry-level brokers and coached service representatives to improve customer service.
- Ensured compliance with industry regulations and maintained high customer satisfaction through effective problem-solving.
Bilingual Customer Service Representative
Safe Strap Company
06.2015 - 01.2017
- Worked in the Production department of safety straps focusing on quality control.
- Bilingual Interpretation/translation
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Reported problems and concerns to management.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
Customer Service Representative for Alterations
David's Bridal
03.2013 - 12.2013
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Data Entry for Misdemeanor, Juvenile and Felony
Florida State Attorney's Office
08.2005 - 10.2012
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organized filing process.
- Organized, sorted, and checked input data against original documents.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Education
Administration And Information Systems -
University Rafael Landivar
Guatemala City, Guatemala10.1983
Skills
- Excellent Customer service Skills
- Account Management
- Business Development
- Translation and Interpretation (Bilingual in English and Spanish)
- Cold Calling
- Office Management
- Negotiation
- Medical Scheduling
- Marketing
- Microsoft Office
- Typing skills of 35 wpm
- CRM Software
- Research
- Insurance Sales
- Medicare
- Data entry
- Computer skills
- Policy analysis and expertise
- Client relations expert
- Risk Mitigation
- Life and health insurance
Certification
License 2-15, Florida Health, Life and Annuities
Aetna Certification
United Health Care Certification
Humana Certification
Medicare Certification
Cigna Certification
Freedom Certification
F & G Life Insurance Certification
Wedding Planning Florida Certification, FGCU
Wedding Cake Designer Certification, Guatemala
Timeline
Insurance Broker /Customer Service Representative Team Lead
QAgency Insurance
06.2017 - 08.2024
Bilingual Customer Service Representative
Safe Strap Company
06.2015 - 01.2017
Customer Service Representative for Alterations
David's Bridal
03.2013 - 12.2013
Data Entry for Misdemeanor, Juvenile and Felony
Florida State Attorney's Office
08.2005 - 10.2012
Administration And Information Systems -
University Rafael Landivar
License 2-15, Florida Health, Life and Annuities
Aetna Certification
United Health Care Certification
Humana Certification
Medicare Certification
Cigna Certification
Freedom Certification
F & G Life Insurance Certification
Wedding Planning Florida Certification, FGCU
Wedding Cake Designer Certification, Guatemala
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