Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

VERONICA CASANOVA

SAN ANTONIO,TEXAS
VERONICA CASANOVA

Summary

Notary Public; State of Texas

CAREER SUMMARY - 17 years of progressively responsible achievement in sales, customer service, training and marketing. 10 years of actively writing, servicing and frontline underwriting personal lines of P&C insurance. Highly motivated and results-oriented professional with strong customer service focus; Effective communicator with demonstrated ability to interact with groups of people from diverse backgrounds. Proficient in the use of Microsoft Word, Excel, Outlook, PowerPoint, and Windows.

Overview

17
years of professional experience

Work History

USAA

SURVIVOR RELATIONS SPECIALIST I
11.2017 - Current

Job overview

  • Licensed for Auto, Renters, Valuable Personal Property, Homeowners and Umbrella Insurance
  • Responsible for assisting survivors of members with next steps on how to handle existing P&C lines of business, subscribers account, billing, deposits, credit card, loans, and basic life with compassion and empathy through inbound/outbound calls, member email and company website.
  • Performs complex work assignments that require critical thinking skills.
  • Advises survivor on appropriate documentation and necessary actions required for account settlement
  • Identifies underwriting risk and reviews policies to assisted with potential gaps or risks for survivors.
  • Delivered exceptional member service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed over 50 member calls daily
  • Maintain department metrics for adherence, technical, compliance and member satisfaction

USAA
San Antonio, TX

NEW MEMBER SOLUTIONS SENIOR
09.2015 - 11.2017

Job overview

  • Mentored in as a NMS Mentor on-boarding program for new NMS hires
  • Was responsible for selling company’s products, services and/or solutions via telephone
  • Provided members with guidance by applying proficient knowledge of products and services
  • Identified opportunities to deepen relationships in support of member financial security strategies
  • Performed moderately complex tasks under limited supervision and within established procedures and guidelines
  • Served as SME for compliance and technical and on-the-job training resource for other team members
  • Manager over 50 member calls per day
  • Participated in multiple VP feedback session

USAA
San Antonio, TX

POLICY SERVICE SPECIALIST
03.2013 - 09.2017

Job overview

  • Licensed for Auto, Renters, Valuable Personal Property, Homeowners and Umbrella Insurance
  • Recognized as an excellent peer coach and always available to teams for feedback
  • Contributed toward team/organization/enterprise goals
  • Facilitates resolution of member issues and complaints with sensitivity; collaborates with team members to resolve issues and to identify appropriate issues for escalation.

FLEXTRONICS RTS

Customer Service Technician/Supervisor/Mentor
12.2007 - 02.2013

Job overview

  • Provided on-site customer service, non-commissioned sales and technical support for a leading wireless carrier in a retail environment
  • Perform open/closing duties (counting cash, end of night deposit, running daily reports, as well as counting inventory)
  • Performs training functions for the region as called upon by leadership to conduct.
  • Installed new software and explained operation and routine maintenance protocols to customers.

Education

Career Point Institute

Associate from Medical Assistant

University Overview

Skills

  • Critical Thinking
  • Motivated Team Player
  • Exceptional Multitasking Skills
  • Technical Issue Troubleshooting
  • Administrative Support
  • Microsoft Office
  • Professional Relationships
  • Customer Engagement

Timeline

SURVIVOR RELATIONS SPECIALIST I
USAA
11.2017 - Current
NEW MEMBER SOLUTIONS SENIOR
USAA
09.2015 - 11.2017
POLICY SERVICE SPECIALIST
USAA
03.2013 - 09.2017
Customer Service Technician/Supervisor/Mentor
FLEXTRONICS RTS
12.2007 - 02.2013
Career Point Institute
Associate from Medical Assistant
VERONICA CASANOVA