Yesenia Luke
Highlands Ranch,CO
Summary
Results-driven Account Manager with comprehensive experience in the insurance industry. Skilled in fostering long-term-term client relationships, enhancing customer satisfaction, and resolving escalated issues through effective communication and teamwork. Recognized for strong problem-solving abilities, strategic planning and a goal-oriented mindset that drives business success. Proven track record in aligning services with client needs and supporting team collaboration. Highly reliable, adaptable and committed to delivering consistent results in dynamic business environments.
Overview
15
15
years of professional experience
Work History
Account Manager
Farmers Insurance-Curtis Corrado Insurance Agency
05.2008 - 06.2015
- Cultivated lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Reviewed policy renewals, ensuring timely communication and compliance with regulations.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Gained detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
- Coordinated with cross-functional teams to streamline claims processes, enhancing customer experience.
Insurance Customer Service Representative
Nationwide Insurance-McKinney Insurance Agency
10.2003 - 02.2008
- Provided exceptional customer service, resolving inquiries and issues efficiently.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Assisted clients in understanding coverage options and benefits of insurance products.
- Utilized company software to document and track the customer interactions efficiently, ensuring proper documentation of all transactions for accurate, up-to-date records.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
Office Manager
Healthcare Management Solutions, Inc.
10.2000 - 09.2003
- Managed scheduling for executive meetings, optimizing time allocation and resource availability.
- Coordinated office operations, ensuring efficient workflow and timely communication across departments.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry for Medicare and Medi-Cal appeals and audits.
- Developed and implemented office policies, promoting a productive work environment.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Education
Colorado Property & Casualty Insurance License -
Active, License #311907, Expires February 2026
Completed Some Course Work in Business Management
California State University San Marcos
San Marcos, CA02-2000
Skills
- Account management
- Customer service
- Customer satisfaction focused on retention
- Upselling and cross-selling Techniques
- Documentation and reporting
- Coordinating documents
- Teamwork and collaboration
- Goals and performance oriented
- Problem-solving aptitude
- Attention to detail
Languages
Fluent in Spanish
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Account Manager
Farmers Insurance-Curtis Corrado Insurance Agency
05.2008 - 06.2015
Insurance Customer Service Representative
Nationwide Insurance-McKinney Insurance Agency
10.2003 - 02.2008
Office Manager
Healthcare Management Solutions, Inc.
10.2000 - 09.2003
Colorado Property & Casualty Insurance License -
Active, License #311907, Expires February 2026
Completed Some Course Work in Business Management
California State University San Marcos