Yesenia Barajas
Palmdale,CA
Summary
Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Proven ability to quickly adapt to new environments with strong analytical, communication, and teamwork skills. Eager to contribute to team success and further develop professional skills. Positive attitude and commitment to continuous learning and growth will ensure valuable contribution to any organization.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Licensed Customer Service Representative
Kin Insurance
04.2022 - Current
- Provided comprehensive support to customers by thoroughly explaining product features, benefits, and usage guidelines.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Personal Lines Account Manager
Walter Mortensen INSURICA
09.2013 - 06.2021
- Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
- Conducted annual reviews of existing policies to update information.
- Developed strong relationships with underwriters, effectively negotiating coverage options and rates on behalf of clients.
- Analyzed risk factors to recommend appropriate coverage levels.
- Maintained high standards of customer service by building relationships with clients.
- Serviced large number of accounts on regular basis to maintain and increase revenue.
- Enhanced client satisfaction through proactive outreach initiatives, including annual policy review reminders and personalized follow-up communications.
- Analyzed customer needs to provide customized insurance solutions.
- Collected claim details from customers or claimants to complete claim reports and files.
- Successfully managed complex client cases involving multiple policy changes, coordinating with various internal departments and external partners to ensure efficient resolution.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Insurance Agency Manager
State Farm / Patricia Aleman
08.2008 - 02.2012
- Production of more than 50% of agency annual sales.
- Enhanced client satisfaction rates through personalized consultations and tailored policy recommendations.
- Analyzed detailed reports on agency performance metrics to identify areas of strength and opportunity.
- Sales of auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Application Processing for State Farm Visa Credit Cards and auto loans.
Call Center Representative
Burbank Federal Credit Union
10.2007 - 07.2008
- Provided excellent customer care by responding to customer requests.
- Recommended bank products to customers, thoroughly explaining details, provided account status, transfers, CD Deposits, Wires and transferred clients to designated personnel.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Strived for one-call resolution of customer issues.
- Delivered prompt service to prioritize customer needs.
- Processed debit and credit card and electronic check payments.
- 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
Insurance Agency Manager
CRT Insurance
02.1997 - 10.2007
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Manually rated, quoted and calculated premium rates.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Collected, analyzed and validated agency commissions.
- Finalized sales and collected necessary deposits.
- Trained and developed personnel to improve sales, employee relations to create productive work environment.
- Implemented systems and procedures to increase sales.
- Maximized agency profitability with diligent expense tracking, budget monitoring, and cost-saving measures.
Education
High School Diploma -
Long Beach
Long Beach, CASkills
- Insurance policy expertise
- Large Account Management
- Attention to detail
- Problem-solving abilities
- Explain company policies
- Claims handling
- Adaptability and flexibility
- Critical thinking
- Multitasking Abilities
- Active listening
- Teamwork and collaboration
- Customer service
Certification
- Licensed Fire and Casualty Insurance
- Licensed Life, Accident, and Health Insurance
- Licensed Notary
Languages
Spanish
Full Professional
Timeline
Licensed Customer Service Representative
Kin Insurance
04.2022 - Current
Personal Lines Account Manager
Walter Mortensen INSURICA
09.2013 - 06.2021
Insurance Agency Manager
State Farm / Patricia Aleman
08.2008 - 02.2012
Call Center Representative
Burbank Federal Credit Union
10.2007 - 07.2008
Insurance Agency Manager
CRT Insurance
02.1997 - 10.2007
- Licensed Fire and Casualty Insurance
- Licensed Life, Accident, and Health Insurance
- Licensed Notary
High School Diploma -
Long Beach
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