Yamelh Mendez
El Paso,TX
Summary
Results-driven Relationship Manager with expertise in managing client relationships and resolving complex issues to drive product growth. Demonstrated ability to enhance customer satisfaction ratings through exceptional service delivery, alongside strategic planning and robust interpersonal skills. Proven track record in achieving business objectives while fostering strong rapport with clients and team members.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Relationship Manager
Automatic Data Processing Insurance Agency Inc.
El Paso, TX
08.2024 - Current
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Addressed customer questions and concerns regarding products and services.
- Ensured compliance with regulatory standards and company policies in all client interactions.
- Resolved client issues and complaints promptly, maintaining trust and loyalty.
- Provided training sessions for colleagues on best practices.
Health and Benefits Renewal Team Leader
Automatic Data Processing Insurance Agency Inc
El Paso, TX
11.2022 - 08.2024
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Conducted candidate interviews, assisting in recruitment efforts.
- Ensured compliance with all safety regulations in the workplace.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Developed comprehensive training materials on new procedures.
Renewal Specialist
Automatic data processing Insurance agency, inc
El Paso, TX
02.2020 - 11.2022
- Client remarketing and shopping
- Partnered with carrier partners and hosted weekly meetings
- Assisted in creating remarketing workflow
- Conducted Team Quality Audits
- Improved retention by assisting and owning Resolution/Retention Skill and activities
- Partnered with our sales team to assist with remarketing issues
- Conducted remarketing trainings with our service teams
- Handled Cancelation Inbox by distributing assignments to the team
- Assisted in transitioning and training new hires
- Participated as a champion in the agency’s project
- Resolved assigned escalations in a timely manner
- New Hire Mentor and provided Remarketing training
- Created Team Quality Audit form.
Client Executive
Automatic data processing Insurance agency, inc
El Paso, TX
07.2016 - 01.2020
- Managed specific book of clients.
- Addressed client concerns related to billing and deductions.
- Offered specialized assistance customized to individual client situations.
- Optimized efficiency of workflows.
- Acted as a subject matter expert
- Provided assistance to clients with shopping needs, remarketing tasks, and resolving audit concerns.
- Developed relationships with customers to ensure repeat business and satisfaction with service offerings.
- Oversaw updates for contact information, payment methods, product quantity.
Insurance Service Representative
Automatic data processing Insurance agency, inc
El Paso, TX
12.2014 - 07.2016
- Selected from 30 associates to transition to Client Shopping, and provided clients with competitive quotes.
- Mentored new hires and conducted on-the-job training for core services.
- Solved allocated escalations promptly.
- Strengthened client relationships through effective resolution strategies.
- Effectively handled client concerns promptly.
- Worked alongside payroll partners to integrate client code and premium deduction processes.
- Served as subject matter expert.
Property & Casualty Claims Adjuster
Fred Loya Insurance
El Paso, TX
04.2011 - 08.2014
- Experience with claims handling in New Mexico, Colorado, Arizona, Illinois and Georgia
- Was able to meet and surpass all goals consistently
- Experience in verifying coverage and determining liability for customers
- Well versed in identifying potential fraud indicators, explore, analyze and evaluate information as well as interpret the traffic laws of the corresponding states while determining the extent of cooperative negligence that might be applicable to the loss.
Education
Bachelor of Arts - Criminal Justice
The University of Texas At El Paso
El Paso, TXSkills
- Results-Driven Approach
- Goal setting
- Team leadership
- Excellent communication
- Client Relationship Development
- Performance Enhancement
- Problem-solving aptitude
- Team oversight
Certification
- Texas Adjuster - Property and Casualty
- Texas General Lines Agent - Life, Accident, Health and HMO
- Texas General Lines Agent - Property and Casualty
Languages
Spanish
Native/ Bilingual
Timeline
Relationship Manager
Automatic Data Processing Insurance Agency Inc.
08.2024 - Current
Health and Benefits Renewal Team Leader
Automatic Data Processing Insurance Agency Inc
11.2022 - 08.2024
Renewal Specialist
Automatic data processing Insurance agency, inc
02.2020 - 11.2022
Client Executive
Automatic data processing Insurance agency, inc
07.2016 - 01.2020
Insurance Service Representative
Automatic data processing Insurance agency, inc
12.2014 - 07.2016
Property & Casualty Claims Adjuster
Fred Loya Insurance
04.2011 - 08.2014
Bachelor of Arts - Criminal Justice
The University of Texas At El Paso
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