VANESSA LEIJA
San Antonio,TX
Summary
Experienced with client consultations to identify insurance needs and recommend appropriate policies. Utilizes advanced understanding of policy terms and conditions to explain complex details to clients clearly. Track record of building lasting client relationships and ensuring high levels of customer satisfaction.
Professional insurance sales expert with significant experience and preparedness for this role. Demonstrates strong focus on team collaboration and achieving results, adapting smoothly to changing needs. Skilled in client relationship management, policy analysis, and effective communication. Known for reliability, integrity, and strategic problem-solving.
Overview
17
17
years of professional experience
Work History
Licensed Insurance Sales Professional
USAA Insurance
09.2024 - Current
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Developed strong rapport with clients, leading to numerous referrals and repeat business.
- Exceeded sales targets through consistent follow-up with leads and effective closing techniques.
- Utilized advanced CRM software to manage leads effectively, increasing lead-to-customer conversion rate significantly over time.
- Participated in ongoing professional development opportunities to stay current with industry trends and advancements in product offerings.
- Reduced client attrition rate by proactively addressing concerns and identifying potential coverage gaps during routine account reviews.
- Maintained up-to-date knowledge of industry regulations, enabling accurate advice and policy recommendations.
- Maximized cross-selling opportunities by conducting thorough client needs assessments during annual policy reviews.
- Educated clients on insurance policies and procedures.
Senior Customer Service Representative Lead
Optima Wellmed
11.2021 - 09.202
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Recommended products to customers, thoroughly explaining details.
- Facilitated inter-departmental communication to effectively provide customer support.
- Delivered prompt service to prioritize customer needs.
- Effective liaison between customers and internal departments.
- Recorded actions taken, issues resolved and Insurance information to effectively manage customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
Bookkeeper
H,E.B
02.2008 - Current
- Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
- Established QuickBooks accounting system to reflect accurate financial records.
- Verified accurate recordkeeping processes, reducing financial inconsistencies.
- Eliminated discrepancies in finances by expertly documenting expenses, monitoring income, handling bank deposits and managing statements.
- Planned emergency procedures to save time for introducing special projects.
- Diminished financial discrepancies and managed monetary transactions.
- Created plans to remedy financial discrepancies and reconcile issues with records.
- Maintained and processed invoices, deposits and money logs.
- Organized and carried out proactive month-end, quarterly and year-end processes.
Senior Florist
CHIC CONCEPTS
10.2016 - 09.2024
- Implemented creative visual merchandising displays that attracted foot traffic into the shop, increasing overall sales volume.
- Oversaw budget management, effectively allocating resources towards essential expenses while minimizing unnecessary spending.
- Collaborated with event planners to design custom floral installations for high-profile events, resulting in client satisfaction and repeat business.
- Developed strong vendor relationships to secure preferred pricing without compromising quality or variety in flower selection.
- Evaluated performance metrics regularly to identify areas for improvement or growth opportunities within the business operations.
- Boosted store reputation by consistently providing excellent customer service when assisting customers with their floral needs and inquiries.
- Designed memorable wedding florals that exceeded client expectations while adhering to strict budgets and timelines.
- Managed and led a team of junior florists, providing mentorship and guidance for career development and skill improvement.
- Coordinated efficient logistics during peak holiday seasons by organizing additional staffing resources and streamlining order processing.
- Demonstrated exceptional leadership skills by fostering a positive work environment that encouraged collaboration and open communication among team members.
- Transported and set up floral arrangements for large-scale functions, comprising weddings, funerals, and banquets.
- Worked with customers to determine type of arrangement desired, occasion, and date, time and location for each arrangement needed.
- Provided customers with care directions for flower arrangements.
- Utilized floral design techniques to craft unique floral arrangements.
- Quoted, generated, and processed customer orders to meet specifications and various occasions.
- Recommended appropriate floral arrangements to match theme of anniversaries, weddings and funerals.
- Drove customer satisfaction by providing recommendations for greenery and flower pairings.
Wedding Event Coordinator
CHIC CONCEPTS
10.2016 - 09.2024
- Implemented creative solutions to overcome last-minute challenges or changes in plans without sacrificing the overall vision of the event.
- Enhanced client satisfaction by providing exceptional wedding planning and coordination services.
- Collaborated with cross-functional teams to create memorable experiences for each wedding celebration.
- Utilized social media platforms strategically to showcase successful events, generating increased interest from prospective clients.
- Leveraged strong organizational skills to manage multiple projects simultaneously while meeting tight deadlines under pressure.
- Conducted thorough venue inspections, ensuring optimal alignment with client preferences and requirements.
- Negotiated contracts with vendors, securing favorable terms and conditions for clients.
- Mentored junior staff members in industry best practices, contributing to their professional growth within the company.
- Streamlined event logistics for seamless execution of weddings and related events.
- Delivered personalized attention to each couple, fostering trust and confidence in our services.
- Addressed potential issues proactively, mitigating risks while maintaining a smooth event flow.
- Coordinated timelines and schedules for all parties involved, streamlining communication and reducing stress on the wedding day.
- Stayed current on emerging trends in wedding design aesthetics through ongoing professional development opportunities.
- Worked closely with clients to develop personalized wedding plan that fit within budget.
- Facilitated open lines of communication between clients, vendors, and internal team members for effective collaboration throughout the planning process.
- Developed and adhered to timelines to keep ceremony and reception running smoothly.
Senior Customer Service Representative
United Healthcare Group
02.2021 - 01.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer comments and questions via LiveChat during shifts.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over [Number] calls per shift to meet fast-paced call center demands.
- Documented and detailed calls and complaints using call center's CRM database.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed patient records, identified medical codes and created invoices for billing purposes.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Translated and interpreted medical billing codes with strong accuracy to enable swift payment from insurance agencies.
- Gathered information from multiple sources to simplify billing and organize accounts.
- Posted surgical charges for practice providers.
- Liaised between patients, insurance companies and billing office.
- Orchestrated medical coding, payment posting, accounts receivables and collections.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation.
- Used genesis and doc dna to maintain new and existing accounts.
Education
Associate of Science - Vocational Nursing
Quest College
San Antonio, TX09.2012
High School Diploma -
Theodore Roosevelt High School
San Antonio, TX06.2010
Skills
- Federal Regulation Compliance
- Relationship Building
- State Regulation Compliance
- Time Management
- Microsoft Office
- Critical Thinking
- Word Processing
- Doc DNA
- Insurance sales
- Licensed insurance agent
- Product knowledge
- Customer retention
- Customer needs assessment
- Risk management
- Follow-up skills
- Industry regulations
- Performance tracking
- Appointment management
- Proposal preparation
- Account retention
- Commercial lines
- Large account management
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
- Call center customer service
- Quotes and sales
- Goal setting
- Risk assessment
Skills
- genesis
- on look
- microsoft word
- medical jargon
Languages
English
Interests
- Crafting and DIY Projects
- I like working with my hands and fixing things
- Volunteering
- Volunteering with youth sports programs as a [role]
- Cake Decorating
Timeline
Licensed Insurance Sales Professional
USAA Insurance
09.2024 - Current
Senior Customer Service Representative Lead
Optima Wellmed
11.2021 - 09.202
Senior Customer Service Representative
United Healthcare Group
02.2021 - 01.2022
Senior Florist
CHIC CONCEPTS
10.2016 - 09.2024
Wedding Event Coordinator
CHIC CONCEPTS
10.2016 - 09.2024
Bookkeeper
H,E.B
02.2008 - Current
Associate of Science - Vocational Nursing
Quest College
High School Diploma -
Theodore Roosevelt High School
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