Xenia Serrano
Irving,TX
Summary
Goal-oriented Insurance Specialist, effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, telephone calls. Offering 2-year background generating new business by selling various insurance plans. I am a bilingual person who is seeking an experienced position to expand my knowledge and utilize my customer service and sales skills.
Overview
13
13
years of professional experience
Work History
Bilingual Reissue Agent
GEICO
10.2021 - Current
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Help them to reactivate their policies with a excellent customer service.
- Read carefully the PLOG and work with Underwriting in order to give the customer a policy correctly
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Finance and Insurance Specialist
OttoSource
07.2019 - Current
- Collected customers' contact information for follow-up purposes.
- Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.
- Qualifying warm/old internet leads and follow up with information regarding pre-owned vehicle availability, options and price.
- Demonstrating car functions to customers, describing options, explaining related purchasing costs and accompanying customers on test drives.
- Reviewed applications against established parameters to determine approval, rejection or modification requirements.
- CRM/Dealersocket
Shift Supervisor
PLS Check Cashers
08.2013 - Current
- Resolved customer complaints and reported issues to senior management.
- Completed opening and closing duties to facilitate business operations.
- Collaborated with team members to improve performance and implement training updates.
- Responsible for Western Union wire transfer.
- Process Money Order.
- Collect outstanding collections from customers.
- Responds calls from other PLS branches.
Call Center Representative
Mr.Cooper
09.2020 - 11.2021
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answer 30-50 inbound calls a day Assist customers with payments, due date changes, and other issues.
- Recommend Mr. Cooper services such as paperless statements and the Mr. Cooper app.
- Promote Mr. Cooper products that benefit customers.
- Escrow certified.
- Navigating through multiple windows.
Cashier
Taco Cabana
01.2013 - 08.2013
- Operated cash register, collected payments and provided accurate change.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Trained new team members in cash register operation, stock procedures and customer service.
- Train more than 4 people and make sure they learned the appropriate needs of the store and the right customer service.
Education
Business Management
North Lake College
Dallas, TX06.2023
High School Diploma -
Nimitz High School
Irving, TX06.2012
Skills
- Account management expertise
- Reporting abilities
- Regulatory compliance understanding
- Documentation skills
- Bilingual in Spanish and English
- Inbound and Outbound calls
- Payment processing
- Reinstate policies
- Clear communication
- Customer complaint resolution
- Conflict resolution
Experience
["Cashiers"],["Customer Service Representatives"],[],[]
Education and Training
other,true,other
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Reissue Agent
GEICO
10.2021 - Current
Call Center Representative
Mr.Cooper
09.2020 - 11.2021
Finance and Insurance Specialist
OttoSource
07.2019 - Current
Shift Supervisor
PLS Check Cashers
08.2013 - Current
Cashier
Taco Cabana
01.2013 - 08.2013
High School Diploma -
Nimitz High School
Business Management
North Lake College