YUDITH BOZAN
NAPLES
Summary
To seek an employment opportunity that will offers a challenging position were my skills can be of use to the establishment and where there is a chance for unlimited growth within the firm.
Overview
9
9
years of professional experience
Work History
Account Manager
Nora Rodriguez State Farm
Fort Myers
09.2025 - 03.2026
- Cultivated strong client relationships through regular communication and personalized service strategies.
- Managed policy renewals, ensuring timely and efficient resolution for clients.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Improved overall team productivity by implementing best practices in organization and time management.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Implemented CRM system to track client interactions and feedback, leading to more personalized service.
- Built relationships with customers and community to promote long term business growth.
- Attended monthly and Quarterly sales meetings.
- Developed tailored insurance solutions based on comprehensive needs assessments of clients.
- Collaborated with cross-functional teams to optimize customer service processes and enhance client satisfaction.
- Managed policy renewals and claims processing, ensuring timely and efficient resolution for clients.
Customer Services Representative
A Auto Buyers Insurance
09.2017 - 09.2025
- Returned to this Company for better work Environment place.
- Answer incoming call questions about insurance policies and insurance coverage issues as well as con the timesumer complaints and general inquiries.
- Verify new customers coverage and present policy holders with proof of insurance paperwork.
- Keep track of all customer inquiries and follow up to to verify that all questions ar answered regarding customer policies.
- Stay up to date on new Marketing efforts to answer insurance product inquiries utilizing all the resources available.
- Handle complaints present appropriate solutions and alternatives withinthe time frames set, and follow up to ensure that the issue has been resolved.
- Sold various insurance products to customer based on the risk tolerance
- Processed policy renewals and maintained account records with updates and changes
- Received binder coverage by contacting underwrites and submitting necessary forms.
- Calculated policy premiums and helped customers set up automated payments.
- Collected information from clients about financial resources and needs to better understand their situations and select the best products
- Contacted underwriter and submitted forms to obtain binder coverage
- Presented and sold insurance products and services to new customers
- Studied products, pricing, and policy features to understand offerings and serve customers
- Established strong relationships to retain existing customers and find new prospects.
- Engaged customers aand provided high level of service by carefully explaining details about documents
- Analyzed customer needs and provided best options, upselling products and service
- Wrote policies, finalized documents and filed paperwork
- Followed up with customers to check on changing needs and propose new offerings
- Maintained pleasant and cordial attitude at all times, even when issues arose
- Explained features, advantages and disadvantages of various policies to promote sale of insurance plans
- Answered customer questions about products and services and recommended appropriate solutions
- Generated quotes, processed payments and documented customer communiations.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
- Call insured to remind about the renewals, and if the rate increase requote with other carriers to find a better rate for the insured(Client Retention)
- Cross-selling and upselling
- Credit card payment processing
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.0
Education
GED -
Excel High School
Skills
- Bilingual (Spanish & English), Notary, Quick File, QQ Web Rating, QQ Catalyst, Familiar with Microsoft Word, Excel, Microsoft Outlook, DocuSign, Insurance Coverage Recently pass the 220 General Insurance Lines in March 14th, 2026
- Relationship building
- Issue resolution
- Ability to work under pressure, Hard working, Adaptable, Responsible, Honest, Reliable, Team Player, Organized, Fast Learner and eager to learn more everyday
- More than 25 years experience in Customer Services
- Problem solver, Know More that 15 Insurance Company
- Account management
- Customer service
- Client relations
- Teamwork and collaboration
- Customer relationship management (CRM)
- CRM software
Timeline
Account Manager
Nora Rodriguez State Farm
09.2025 - 03.2026
Customer Services Representative
A Auto Buyers Insurance
09.2017 - 09.2025
GED -
Excel High School