Viviana Maldonado Marrero
Jacksonville,FL
Summary
Accountable, independent, initiative-taker seeking an administrative-level position offering versatile office management skills. Adaptable to changes, strong planner, and analytical person. I seek to further my skills and education to enhance the efficiency and customer satisfaction of the organization while continuing to learn and grow, furthering my career with a company with an admired history of customer service and growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Personal Lines Underwriter
Citizens Property Insurance Corporation
11.2024 - Current
- Evaluated personal insurance applications for risk assessment and policy approval.
- Collaborated with agents to clarify underwriting guidelines and enhance customer service.
- Analyzed statistical data to determine appropriate coverage limits and premiums.
- Reviewed loss history reports to identify trends and mitigate future risks.
- Streamlined underwriting processes through the implementation of automated systems, reducing turnaround times.
- Provided exceptional service to clients through timely responses to inquiries, clear explanations of complex insurance concepts, and prompt resolution of issues that arose during the policy term.
- Reduced company exposure to potentially costly claims disputes by diligently reviewing coverage limits and exclusions during the underwriting process.
- Conducted comprehensive risk assessments, effectively minimizing potential losses for the company.
- Applied knowledge of standard criteria to approve or reject applications.
- Streamlined underwriting processes for enhanced efficiency, resulting in reduced turnaround time for policy approvals.
- Maintained up-to-date knowledge of industry trends and regulatory changes, ensuring compliance in all underwriting activities.
- Collaborated with agents to clarify underwriting requirements and improve communication processes.
Customer Care Representative III
Citizens Property Insurance Corporation
06.2023 - 11.2024
- Provided precise, reliable, and comprehensive information to clients.
- Efficiently and courteously handled customer grievances.
- Maintained a meticulous log of customer engagements, transactions, feedback, and issues.
- Guided customers in utilizing website features to find specific information or products.
- Followed up on unresolved customer inquiries with prompt updates.
- Ensured adherence to company policies on privacy laws and data protection.
- Managed administrative tasks such as monitoring performance indicators and updating databases.
- Conducted research, coordinated with relevant departments, and communicated with customers for follow-ups.
- Provided guidance to representatives to minimize future customer contact.
- Resolved customer conflicts with effective problem-solving skills.
- Maintained a high satisfaction rating by resolving issues on the first call.
- Offered training assistance to new employees on customer service protocols.
- Trained new staff on company policies, procedures, and best practices for customer engagement.
- Led initiatives to boost team performance, fostering a collaborative environment focused on excellence.
- Developed training materials that supported ongoing employee development and enhanced customer care skills.
Customer Care Rep II
Citizens Property Insurance
02.2023 - 06.2023
- Technical advice and assistance to internal and external callers
- Provided support in different areas of the company
- Process document request
- Process inbound and outbound calls
- Escalated queries and concerns
- Process mortgagee changes in policies
- Multitask, problem solving, teamwork.
- Provided exceptional service in a high-volume call center environment while maintaining professionalism.
Customer Care Rep I
Citizens Property Insurance
01.2021 - 02.2022
- Provided support in different areas of the company
- Process document request
- Process inbound and outbound calls
- Escalated queries and concerns
- Process mortgagee changes in policies
- Multitask, problem solving, teamwork.
- Conducted regular reviews of service metrics to identify trends and areas for enhancement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Account Executive
Farmers
10.2020 - 12.2021
- Produced all lines of coverages to include -Auto, Umbrella, Recreational Vehicles, Boats, Commercial Renters and Homes
- Serve as a primary contact for customers via telephone, in person and via email
- Analyzed customer needs and provided best options, upselling products and services and processing endorsements
- Effectively addressing customer concerns about their policy
- Responding to inquiries, resolving problems, and correcting policy errors
- Executing online policy changes
- Managed new employee's sales and performed new hire training.
- Utilized CRM systems to track account performance, ensuring accurate reporting and forecasting for senior management review.
Licensed Sales Producer
Allstate
05.2018 - 10.2020
- Produced all lines of coverages to include -Auto, Umbrella, Recreational Vehicles, Boats, Commercial Renters, and Homes
- Serve as a primary contact for customers via telephone, in person and via email
- Analyzed customer needs and provided best options, upselling products and services and processing endorsements
- Effectively addressing customer concerns about their policy
- Responding to inquiries, resolving problems, and correcting policy errors
- Executing online policy changes.
- Analyzed market trends to identify opportunities for new business growth and client acquisition.
- Streamlined policy review processes, enhancing accuracy and reducing turnaround times for clients.
Administrative Assistant
Gilford Johnson-Flooring
11.2017 - 05.2018
- Assisting customers with orders, sales, returns and payments
- Received orders for clients and account holders
- Assist sales representatives with orders and sales
- Daily orders for clients, companies, and superiors
- AS400-CRM
Dispatcher
Rodian Logistics | Customized Trucking
08.2015 - 10.2017
- Receive work/service orders and dispatch them to superiors
- Document records and maintain monitored equipment dispatched freight
- Maintain open and continuous communication with superiors and drivers
- Assigned work/service and schedule to work
- Coordinated daily dispatch operations, ensuring timely delivery and efficient routing of freight.
- Monitored real-time transportation metrics to optimize fleet performance and reduce delays.
- Trained new dispatchers on operational protocols and software systems for effective workflow management.
Cashier Supervisor/Front Line Food Service/ Cook
Sodexo Magic Services
03.2009 - 03.2015
- Provided excellent customer service to Disney employees and guest
- Communicated effectively with customers, vendors, and coworkers
- Accepted payments from customers and made changes as necessary
- Clean and inspect galley equipment and kitchen appliances and work to ensure cleanliness and functional operation
- Stock room supervisor took inventory of supplies and equipment
- Notify kitchen personnel of shortages or special orders.
- Trained and mentored new cashiers, enhancing team efficiency and service quality.
- Implemented scheduling strategies to optimize staff coverage during peak periods.
- Supervised cashier operations, ensuring compliance with cash handling procedures and company policies.
Education
Public Notary -
Florida Notary
Jacksonville, FL06.2027
4-40 Customer Representative License - undefined
Diana Fink's Central Insurance School
Clearwater, FL01.2018
A.S. - Business & Management Technology
Florida Technical College
Kissimmee, FL01.2015
Culinary Arts Diploma - undefined
Florida Technical College
Kissimmee, FL01.2013
Skills
- Organized
- Prioritizing
- MVP -CRM
- Microsoft Office
- MyAgency - CRM
- Apex - CRM
- Allstate Gateway - CRM
- EBAS
- Communication Skills
- Team Player
- AS 400-CRM
- Executive Support
- ICP-BAF
- Fleet Locate GPS
- E Agent - CRM
- Open Scape
- Nice IEX
- CXOne
- Typing 40 wpm
- Office Administrative
- Data Entry
- Detailed Oriented
- VOC
- CAT Response
- Analytical Skill
- Openscape Workspace
- MS Suite
- Underwriting guidelines
- Training and mentoring
- Hazard analysis
- Coverage determination
- Policy analysis
- Compliance monitoring
- Hazard reviews
- Policy evaluation
- Teamwork and collaboration
- Problem-solving
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
Certification
- Licensed 620
- CNP - Certified Notary Public
ADDITIONAL INFORMATION
Fully Bilingual - English and Spanish
Timeline
Personal Lines Underwriter
Citizens Property Insurance Corporation
11.2024 - Current
Customer Care Representative III
Citizens Property Insurance Corporation
06.2023 - 11.2024
Customer Care Rep II
Citizens Property Insurance
02.2023 - 06.2023
Customer Care Rep I
Citizens Property Insurance
01.2021 - 02.2022
Account Executive
Farmers
10.2020 - 12.2021
Licensed Sales Producer
Allstate
05.2018 - 10.2020
Administrative Assistant
Gilford Johnson-Flooring
11.2017 - 05.2018
Dispatcher
Rodian Logistics | Customized Trucking
08.2015 - 10.2017
Cashier Supervisor/Front Line Food Service/ Cook
Sodexo Magic Services
03.2009 - 03.2015
4-40 Customer Representative License - undefined
Diana Fink's Central Insurance School
A.S. - Business & Management Technology
Florida Technical College
Culinary Arts Diploma - undefined
Florida Technical College
Public Notary -
Florida Notary
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