Vanessa Haro
Las Vegas,NV
Summary
Accomplished and hardworking Risk Advisor Representative promoting strategic planning to deliver best performance and risk management. Takes initiative and provides end-to-end solutions to create lasting value to company. Looking to leverage an extensive understanding and knowledge in the insurance, risk management, and consulting field in order to maintain effective client relationships while exceeding company goals.
Overview
5
5
years of professional experience
Work History
Risk Advisor Representative
Gallagher Bassett Services Inc.
Las Vegas, NV
02.2023 - Current
- Resolved multiple client-vendor concerns and issues, researching relevant details and clearly communicating solutions in regards to certificates of insurance and endorsements to achieve high compliance statistics.
- Built sustainable and positive client-vendor relationships built on trust by applying excellent communication and interpersonal skills.
- Established a positive relationship with client, Penske, alongside Client Service Manager to provide additional support during peak race seasons by attending meetings and staying informed about any critical changes that need implementing.
- Managed daily task sheet for risk advisor team in order to enhance organization, productivity and accuracy across the board. Overall improving the work quality for our clients.
- Monitored team performance such as handle times to maintain high productivity across the board.
- Successfully accomplished above average productivity levels of 120-150%.
Client Service Representative
Gallagher Bassett Services Inc.
Las Vegas, NV
06.2021 - 02.2023
- Delivered high level of service to clients and account managers to both maintain and extend relationships for future business opportunities.
- Managed outbound calls-emails with hundreds of agency´s to accurately confirm small business employee benefits such as medical, dental, vision, life AD&D, long term disability, short term disability, accident, critical illness, FSA, etc. While proactively resolving benefit inconsistencies by identifying discrepancies to improve overall client satisfaction.
- Trained new hires on Gallagher protocols, systems, tools and resources to maximize efficiency in delivery of service to clients. As well as trained new hires to understand health benefits to maintain high benefit confirmation accuracy.
- Successfully completed a Gallagher leadership course. Received knowledge on how to conduct coaching, one on ones, business reviews and behavioral interviews..
- Managed daily task sheet for the team in order to enhance organization, productivity and accuracy across the board. Overall improving the work quality for our small business clients.
- Exceeded Gallagher SLA requirements on a consistent basis.
- Rolled out operational improvements and solutions to deliver top notch productivity and services.
Customer Representative
Gallagher Bassett Services Inc.
Las Vegas, NV
08.2020 - 06.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Exceeded company call center productivity standards on consistent basis such as 100% adherence, 5 minute or less average handle time, 100% quality and less than 4% absenteeism.
- Extensive understanding of call center performance metrics and measurements. Demonstrated expertise in use of call center software programs
- Maintained knowledge of guidelines for Bonus Drive to maintain client satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor to maintain high customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Mentored and trained new employees on procedures and policies to maximize team performance.
Medical Scribe
Volunteers In Medicine Of Southern Nevada
Las Vegas, NV
10.2020 - 07.2023
- Updated details about patient histories, physical examinations, medications and other information into physical or electronic charts to achieve most current information. Documented and initiated tests, scan and other orders to facilitate efficient workflow..
- Determined correct ICD-10 and CPT codes for use in medical record. Interpreted medical terminology and pharmacological information to translate information into coding system.
- Reconciled clinical notes, patient forms and health information for compliance with HIPAA rules.
- Facilitated training to newly hired talent to communicate policies and procedures to new hires. Monitored training effectiveness through observation. Provided constructive feedback and positive reinforcement to keep trainees motivated.
Lead Hostess
Mandalay Bay
Las Vegas, Nevada
12.2018 - 08.2020
- Answered inquiries to schedule and confirm reservations, record takeout orders, manage wait times and respond to service questions.
- Resolved customer service and dining-related issues to maintain guest satisfaction.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Monitored and managed dining area to assess server capacity and estimate wait times..
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive guest experiences.
Education
Bachelor of Science -
Nevada State College At Henderson
Henderson, NVP&C License
Skills
- Insurance knowledge (P&C License Certified)
- Risk Mitigation
- Compliance Monitoring
- Data Entry and Maintenance Management
- Organization Skills
- Multitasking and Prioritization
- Customer Service Skills
- Client Relation Skills
- De-escalation Techniques
- Customer and Client Data Confidentiality
- Time Management Skills
- Written and Communication Skills
- Proficient in MS Office applications (such as Outlook, Excel, Word, etc)
- Inbound and Outbound Call Etiquette Expertise
- Administrative and Office Support
- Teamwork and Collaboration Skills
- 3 years of Training Experience
- Bilingual
- HIPAA Certified
Timeline
Risk Advisor Representative
Gallagher Bassett Services Inc.
02.2023 - Current
Client Service Representative
Gallagher Bassett Services Inc.
06.2021 - 02.2023
Medical Scribe
Volunteers In Medicine Of Southern Nevada
10.2020 - 07.2023
Customer Representative
Gallagher Bassett Services Inc.
08.2020 - 06.2021
Lead Hostess
Mandalay Bay
12.2018 - 08.2020
Bachelor of Science -
Nevada State College At Henderson
P&C License
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