Providing customer service to book of business, and marketing office, both on social media and outside events within the community. • Serving as claims liaison for the team, connecting with insured parties and claimants to explain coverages in extensive detail and setting expectations on Claims Adjuster findings in terms of liability, damages, and insurance claim outcomes. • Receiving and processing insurance payments f or existing customers, drafting letters for agency staff. • Assigned all online leads, heavy outbound calls in telemarketing and prospecting for generating quotes for both existing book as well as new prospects.• Schedule and conduct annual policy reviews for agency book, recognizing gaps in coverage, offering additional services and products.

Built relationships with customers over the phone. In a fast-paced environment resolved a heavy case load of claims efficiently while managing the claims process from start to finish. • Independently determined coverage decisions to the extent of Progressive’s liability, while identifying exposures.• Gathered facts of loss details through interviews with insureds, claimants, attorneys, and third-party carriers. • Made liability decisions, analyzing aggravating factors and potential for shared responsibility, and set up subrogation, while collaborating with peers to verify consistency of accident details.• Calculated benefits and approved payments of claims within a defined monetary limit.• Managed 5-8 new claims daily, while overseeing 40-60 files during the life cycle of each individual claim.

Recruited by a former colleague to absorb the book of business generated at Carlos Virgen Agency and collaboratively approach the expansion of insurance client-base for the Farmers Insurance Brokerage. • Served as claims liaison for the team, connecting with insured parties and claimants to explain coverages in extensive detail and setting expectations on Claims Adjuster findings in terms of liability, damages, and insurance claim outcomes. • Managed an average of 40 inbound calls per day, providing customer service to existing clients related to active policies. Answered and resolved any questions/inquiries clients had regarding coverage, claims and billing. • Crossed-selling additional insurance products, including but not limited to Auto, Home, Life, Business, Umbrella insurance, maintaining a 38% closing ratio in 2021.• Supervised 3 agents in front office, ensuring proper sales and binding protocols. Created and maintained monthly reports tracking both agency and individual quote counts, lead sources and quote activity.

Leveraged an owner’s mindset and an entrepreneurial spirit to branch out and launch an independent insurance agency from 0-500 clients within 4 years of opening. • Drove and grew new business revenue, while managing client relationships ensuring clients needs were met to provide them with a comprehensive portfolio of solutions and insurance options.• Presented insurance products of Auto, Home, Life, Commercial and Health insurance, customizing programs suited for individual clients, covering a variety of risks. • Created sales and support team within the agency to meet and exceed sales goals and quotas set by Farmers Insurance and outside brokered carriers, managing 5 staff members.• Established marketing strategies and budgets for new business generation and guided team to implement strategic plans within the allotted budget, resulting in consistently profitable operations.

Serving as primary client-facing sales lead, the role entailed developing strategy and managing a team of 2 to carryout marketing and sales operations for the Allstate-based independent insurance agency. • Implemented a robust sales plan and managed all phases of the sales cycle from prospecting to deal closure and client onboarding.• Represented a full line of insurance products, serving as a trusted advisor to clients, including prospective clients.• Trained and managed new hires and reviewed quotes for agents and staff, providing feedback and setting individual goals to meet sales requirements set by the agency owner.• Prepared monthly reports for agency owner ensuring the agency met company standards in sales production and retention percentage.

In this policy-holder-facing role, responsibilities entailed fielding calls for homeowner and automotive insurance claims to itemize and assess damages, determine liability, identify suspicious claims, and provide support to 40+ calls per day. • Partnered with clients to acquire loss facts following damage incidents, reviewing photos, incident reports, and other data to evaluate truth and accuracy of the client’s claims. Supported clients in resolving and adjusting inaccurate claims. • Leveraged extensive training in insurance policies and state laws to quickly determine liability of the damage incidents. • Negotiated with vendors providing repair services (auto body shops, etc.) to ensure accuracy and validity of repair quotes. • Supported clients with understanding complex insurance polices and navigating the bureaucratic claims process, explaining coverages and exclusions, supporting repairs and car rental logistics, and upselling to additional coverage when appropriate. • Evaluated client reports and damage facts to identify suspicious claims and worked closely with internal partners and clients to investigate and resolve suspected false claims and potential insurance fraud.

• Telemarketing Services Department for west coast agencies; after hours support.• Scheduled appointments and meetings for agents.• Provided policy information for policy holders, including endorsements of policy change requests and coverage issues.• Processed policy payments through the 1-800 Allstate number.

• Front desk customer service returns and cashiering back up.• Assisted in backroom/ floor restock during after hours.• Supervised floor management, cashiering employees and stockroom procedures, overseeing 15-20 employees.