Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Work Preference
Timeline
Generic
Open To Work

YINELIS LECHUGA

Licensed Insurance Agent
Kissimmee,FL

Summary

Dynamic and licensed Insurance Sales Agent with three years of experience in branch operations management, committed to delivering exceptional customer satisfaction. Proven expertise in leading teams to implement strategic initiatives that enhance operational efficiency, supported by strong problem-solving and financial management skills. With seven years of experience as a Customer Service Representative, possesses a keen ability for active listening and needs assessment to provide tailored solutions while maintaining professionalism in high-volume call center environments. Bilingual capabilities enhance the ability to resolve complaints swiftly, promote new products, and consistently exceed sales objectives while effectively managing multiple priorities with a positive attitude.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Branch Manager

Freeway Insurance Services, Inc
12.2022 - Current
  • Led branch operations, ensuring compliance with company policies and regulatory standards.
  • Developed and implemented strategic plans to enhance customer service and operational efficiency.
  • Mentored staff, fostering professional growth and improving team performance through training initiatives.
  • Cultivated strong relationships with clients, enhancing trust and loyalty in service offerings.
  • Led training sessions for junior producers, fostering knowledge sharing and skill development.
  • Analyzed market trends to advise clients on optimal coverage options and risk management.
  • Streamlined policy renewal processes, increasing efficiency in client communications and documentation.
  • Utilized CRM software to track client interactions, improving follow-up strategies and service delivery.
  • Organized community outreach events to increase brand awareness and generate new leads for the agency.
  • Promoted products and services using upselling and other sales strategies.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Provided coverage option information to assist clients in protecting assets.
  • Reduced processing errors by implementing standardized procedures for reviewing applications, endorsements, cancellations, and other policy-related transactions.
  • Delivered exceptional service during high-pressure situations, such as addressing urgent client concerns or managing large-scale emergencies, maintaining a calm and professional demeanor throughout.
  • Built strong relationships with clients, leading to increased referrals and business growth.
  • Enhanced team performance by sharing industry knowledge and best practices with colleagues during training sessions and meetings.
  • Maintained up-to-date records of client interactions, policy changes, and renewals in the agency management system.
  • Followed up promptly with interested clients to close sales.
  • Calculated premiums and established payment methods for sales.
  • Finalized sales and collected necessary deposits.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Led staff training initiatives, improving onboarding processes and employee performance.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Optimized office space utilization, leading to more efficient and productive work environment.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Achieved or exceeded company-defined sales quotas.
  • Developed training materials focused on best practices for customer interactions and conflict resolution.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Supervised 13 Agents in providing excellent customer service to callers requiring assistance or walk ins for Insurance and customer service issues.
  • Streamlined customer service procedures to enhance client satisfaction and retention.
  • Led workshops on compliance regulations and best practices within the insurance industry.
  • Collaborated with underwriters to ensure accuracy in policy issuance and risk evaluation.
  • Collected premiums on or before effective date of coverage.
  • Generated leads through cold-calling, networking and other outreach methods.

Sales Advocate

GP Mobile
03.2022 - 08.2022
  • Developed tailored sales strategies to enhance customer engagement and retention.
  • Conducted product demonstrations and presentations, effectively communicating value propositions.
  • Collaborated with cross-functional teams to streamline sales processes and improve customer satisfaction.
  • Mentored junior staff on sales techniques and best practices for optimal performance.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Handled customer inquiries promptly, resolving any issues or concerns to maintain positive brand reputation.
  • Led initiatives aimed at optimizing sales processes, contributing to improved operational efficiency across the department.
  • Exceeded expectations in maintaining high standards of professionalism and customer care in all interactions, setting an example for fellow team members.

Property Supervisor

Lessen
10.2021 - 03.2022
  • Supervised maintenance teams to ensure timely property repairs and upkeep.
  • Coordinated tenant relations, addressing concerns and enhancing community satisfaction.
  • Implemented efficient processes for lease management and renewal tracking.
  • Conducted regular property inspections to uphold safety and compliance standards.
  • Scheduled outside contractors for major maintenance issues.
  • Improved overall property value through strategic renovations, upgrades, and attractive landscaping projects.
  • Reduced maintenance costs by negotiating contracts with vendors and establishing preventive maintenance schedules.
  • Promptly responded to tenant complaints and concerns for over 35 properties.

Health Advocate/Billing Specialist

Results-CX
11.2020 - 05.2021
    • Answered questions on diverse topics, including authorization procedures, copay requirements and premiums.
    • Managed over 30 health plan-related calls in fast-paced call center environment.
    • Researched and corrected members issues in areas such as plan benefits, coverage eligibility and claims processes.
    • Answered calls and interacted with community members to provide information on advocacy services.
    • Assisted members with making premium payments, and/or updating payment methods.
    • Assisted members for Humana calling in for quotes regarding medications, imaging procedures, surgeries.
    • Educated members calling for questions on their health insurance benefits.

Recruiter Coordinator

NexRep LLC
08.2020 - 04.2021
  • Cultivated lasting partnerships with local hiring agencies, resulting in increased productivity.
  • Reviewed referral candidates and contacted qualified individuals to request applications.
  • Provided recruiting activity reports to management utilizing industry-specific software and guidelines.
  • Planned and executed recruitment events to bring in area candidates.
  • Built and leveraged professional network connections which provided continuous and relevant applicant sources across diverse industries and experience levels.
  • Sourced, qualified and conducted screening interviews with job candidates.
  • Proactively identified and solved complex recruitment problems impacting employer short- and long-term success.
  • Prepared and submitted listing of qualified applicants for review and coordinated next-phase interviews with management team and potential candidate.
  • Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations.
  • Scheduled and conducted 60 interviews each week.

Office Manager

P & P Contracting Inc
08.2018 - 04.2019
  • Increased office organization by developing filing system and customer database protocols.
  • Culled knowledge of federal and state-level mandates to assess compliance across areas of operation\.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Interviewed, onboarded, developed and oversaw daily activities of multiple clerical and administrative office personnel.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
  • Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Maintained records by creating monthly reports, closing terminated records and performing chart audits.
  • Organized billing and invoice data, prepared accounts receivable and generated revenue reports to provide controllers with vital financial information.
  • Processed confidential tax form information with care and precision.
  • Emailed and mailed invoices and reminders to clients to obtain payments within expected deadlines.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Completed bi-weekly payroll for 15 employees.

Customer Service Representative/Insurance Agent

Martinez Assurance Corp
01.2013 - 05.2017
  • Communicated with customers, employees and other individuals to answer questions and explain information.
  • Complied with federal, state and company policies, procedures and regulations.
  • Calculated, prepared, and issued bills, invoices and account statements according to established procedures.
  • Reviewed, researched and negotiated insurance policies and other contracts.
  • Managed projects and served as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines.
  • Worked closely with company executives to identify new business opportunities and routinely participated in the sales process.
  • Computed, recorded, and proofread data, records and reports.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Reviewed account and service histories to identify trends and issues.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Documented conversations with customers to track requests, problems and solutions.
  • Educated customers on special pricing opportunities and company offerings.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Accountant

Pm Fire & Security Systems
07.2014 - 04.2015
  • Computed, recorded, and proofread data, records and reports.
  • Performed heavy bank reconciliations and cash flow statements.
  • Created solutions in the areas of inventory, sales reporting, distribution and product upgrades that led to system improvements and streamlined processes.
  • Reported and consolidated company financial performance.
  • Calculated, prepared, and issued bills, various invoices and account statements according to established procedures.
  • Communicated with customers, employees and other individuals to answer questions and explain information.
  • Managed customer inquiries via phone, email, and chat to ensure timely responses.
  • Streamlined accounts payable and receivable processes to enhance cash flow efficiency.
  • Reconciled accounts and reviewed expense data, net worth, and assets.
  • Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
  • Gathered financial information, prepared documents, and closed books.
  • Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
  • Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
  • Developed comprehensive budgets and forecasts to guide organizational financial planning.

Education

Property & Casualty Insurance 2-20 & 6-20 License - Insurance

Central Florida Insurance School
St Petersburg, FL
09-2023

High School Diploma -

Mavericks High school
Homestead, FL
2015

Skills

  • Advanced skills in Microsoft Office applications
  • Efficient knowledge retention
  • Strong attention to detail
  • Dynamic and structured
  • Excellent work ethic
  • Coaching and mentoring
  • Relationship building and management
  • Verbal/written communication
  • Employee development, management
  • Cash handling
  • Decision-making
  • Sales professional
  • Product training
  • Conflict resolution
  • Proper Documentation
  • Friendly
  • Strategic planning
  • Shift scheduling
  • Upselling and cross selling
  • QuickBooks experience
  • Multi-tasking
  • Multilingual in English, Spanish
  • Bank reconciliations
  • High call volume management
  • Clerical
  • Contracts
  • Client, Upgrades
  • Customer Service, Verbal communication
  • Service skills
  • Databases
  • Dependable
  • Email
  • Filing
  • Administrative office management
  • Organizing
  • Quality
  • Quick learner
  • Recruiting
  • Technologically savvy
  • Clerical support
  • Call center experience

Accomplishments

  • Top 5 seller across the company.
  • Awarded best of the best for 2024 top seller as a result.
  • Repeatedly received recognition from superiors for excellence in service and management.
  • Increased monthly revenue 125% through implementation of strategic initiatives.
  • Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
  • Supervised team of 13 staff members.

Certification

  • Customer Service Representative Certificate
  • Public Notary
  • 2-20 Property & Casualty Insurance
  • 6-20 All Lines Adjuster

Languages

Spanish
Native or Bilingual
English
Full Professional

Work Preference

Work Type

Full TimePart Time

Location Preference

Remote

Timeline

Branch Manager

Freeway Insurance Services, Inc
12.2022 - Current

Sales Advocate

GP Mobile
03.2022 - 08.2022

Property Supervisor

Lessen
10.2021 - 03.2022

Health Advocate/Billing Specialist

Results-CX
11.2020 - 05.2021

Recruiter Coordinator

NexRep LLC
08.2020 - 04.2021

Office Manager

P & P Contracting Inc
08.2018 - 04.2019

Accountant

Pm Fire & Security Systems
07.2014 - 04.2015

Customer Service Representative/Insurance Agent

Martinez Assurance Corp
01.2013 - 05.2017

Property & Casualty Insurance 2-20 & 6-20 License - Insurance

Central Florida Insurance School

High School Diploma -

Mavericks High school

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