Lorraine Rivera Email & Phone Number

Walnut Creek, CA, US

• Head of Agency Support duties:
• Lead and manage the agency support teams to ensure consistent, high-quality service.
• Collaborate with department heads to streamline processes and optimize resource use.
• Ensure compliance with policies and procedures while fostering a positive work environment.
• Oversee client support services and act as the escalation point for critical issues.
• Monitor and report on key performance metrics to ensure alignment with agency goals. Show more Head of Agency Support duties:

Santa Ana, California, United States

Oversaw Contact Center operations to provide efficient customer service and maintain superior levels of production and accuracy, monitored underwriting rules and guidelines, insurance laws and regulations to ensure policies were handled effectivly and efficiently. Managed individual and team performance metrics, including productivity, adherence.

Santa Ana, California, United States

Serviced products in both English/Spanish; Homeowners, Dwelling Fire, Condominium, Renter's, Auto, Umbrella and Bonds. Produced quotes in compliance with department's underwriting guidelines for existing and new business. Wrote new business and serviced Performance, Registration Service and Vehicle Verifier Bonds. Negotiated and resolved escalated customer.

Woodland Hills CA

Assisted supervisor and coworkers with department duties, oversaw customer care call center operations to provide efficient customer service and maintain superior levels of production and accuracy with an adherence of 93%. Manage individual and team performance metrics including productivity, attendance and all administrative functions. Monitor daily.