Customer Service Insurance
Resume:
Gloria Angela Godales
**** ** ** **, *****, FL **142
****************@*****.***
General Summary
• Gloria has over 15 years of experience as a Customer Service Representative in Insurance Industry.
• Experience in high-volume call center handling 85-90 inbound/outbound calls with typing speed 50 WPM.
• Experience in underwriting while working with Absolute Insurance Agency.
• Experience in Trilingual in English, Spanish, and French.
• Certificate in 440 Insurance Agent and Certificate of Life, Health & Annuity for License 215 with other certification includes Licensed Realtor, License Notary Public, Certificate of Top Bilingual Producer, Certification of Achievement of Miramar Citizen Police Academy and Certified Liberty Tax Service Bronze Course.
• Proficient with Insurance sales and service, telephone customer service/support, communication, clerical skills, homeowner’s, condominium, flood, dwelling fire, builders risk, auto, boat, umbrella, bonds, life, health, worker’s compensation, general liability, commercial auto and commercial property insurance policies.
Technical Skills
Proficient in Microsoft Word, Excel, PowerPoint, Outlook, CSG, Vision, Netscape, Diamond, Citrix, Ultripro, CRM, Xcelys, Webrater, QQ Catalyst, Administration and other software programs in real estate.
Education
Bachelor’s Degree in Business Administration from Florida International University, Miami, FL
1999.
• Business Law Miami Dade College 1992
Certifications
• Licensed CSR 440 Insurance Agent July 2016.
• Licensed Realtor, March 2018, #3297714
• Certificate of Life, Health & Annuity for License 215
• License Notary Public, December 2018 #EE857575
• Miami Herald Publishing Co, Certificate of Top Bilingual Producer
• Certification of Achievement of Miramar Citizen Police Academy, (CPR License Certification, August 2017)
• Certified Liberty Tax Service Bronze Course.
• Experience working as Cashier/Valet Parking. Assisting the customers with their Valet Parking Ticket payments.
Languages
• Trilingual in English, Spanish, and French.
Professional Work Experience
State Farm Insurance
CSR 440 Insurance Agent (temp position)
July 2017-October 2017
• State Farm Bank, Auto, and other certified by State Farm
• Provided customer service to State Farm insureds regarding their insurance policies.
• Trained and certified with State Farm ABS insurance products such as Bank, Auto, Fire, Homeowners such as quoting from the Clearing House for homeowners insurance.
Gloria's Consulting Services, (self-employed) Miami, FL.
CSR/Administrative/Inspector
November 2016 - till date
• Provided consulting advice to clients that opened a new business
• Processed the legal paperwork that involved food inspections, and alcoholic licenses
• Offered legal services such as translations, notary, immigration and other services.
Absolute Insurance Agency, Miami, FL.
CSR 440 License Agent/Property Assistant
August 2015 – May 2017
• Process residential vehicle policies for the customers & administrative assignments.
• Preform all account transactions includes ID Cards, payments, endorsements, binders and other requirements for the policy.
• Order lien and homeowner’s association dues payoffs.
• Trained & perform knowledge of underwriting procedures.
• Knowledge of insurance products & usages. Worked with Infinity, National, Windhaven, People trust & other insurance carriers.
• Attended the tenants with any questions regarding the properties the developer leased or sold. Assisted maintenance department.
• Florida residents by providing them with options for homeowner’s, condominium, flood, dwelling fire, builders risk, auto, boat, umbrella, bonds, life, health, worker’s compensation, general liability, commercial auto and commercial property insurance policies.
• Florida residents by providing them with options for homeowner’s, condominium, flood, dwelling fire, builders risk, auto, boat, umbrella, bonds, life, health, worker’s compensation, general liability, commercial auto and commercial property insurance policies.
Humana Healthcare, Miami, FL
Customer Service/Quality Analyst (Contract position)
July 2015 -July 2017
• Evaluated, documented and assigned score points to each agent's call that was monitored
• Trained other quality analysts about the scoring system and administrative duties
• Documented each agent's call as a passing” or “failing” score.
• Maintained records on all homeowners, contractors and vendors.
Comcast, Miami, FL
Account Executive
July2011-December 2014
• Sold cable, internet and phone service to customers and collection issues (Telemarketing).
• Handled heavy-volume inbound and outbound calls.
• Achieved monthly sales quotes and Business-to-Business sales.
State of Florida-Code Enforcement/Inspection, Miami, FL
Administrative/Inspector/Trainer
February 2008 –December 2011
• Issued state licenses to the public when opening a new business.
• Read and examined different types of leases, notary and translation services.
• Evaluated disposition of felony, and misdemeanour arrests and processed background checks.
• Trained new enforcement agents regarding inspection codes.
SunTrust Bank, Miami, FL
Customer Service/Financial Advisor
February 2006 –January 2008
• Assisted customers opening new checking and savings accounts, certificate deposits, and other accounts.
• Handled heavy-volume inbound and outbound calls.
• Trained new personnel when hired and processed all business transactions.
• Inventory procedure.
UnitedHealthcare, Miami, FL
Healthcare Advisor/ Customer Service
2004 – 2006
• Handled inbound and outbound calls.
• Knowledgeable in Medicare/Medicaid guidelines
• Processed complaints, appeals, grievances, claims, billing, pharmacy and insurance verification.
• Evaluated agent's recorded calls and assigned a scoring point to the agent's call.
Miami Herald Publishing Co. – Call Center, Miami, FL
Retention Clerk/Customer Service/Sales
April 1994 -Oct. 2003
• Handled heavy-volume inbound and outbound subscription sales.
• Achieved the monthly/weekly goals and sales.
• Answered multiple phone lines for collections and customer service issues.
Administrative & Academic Advisor
Florida International University
Jan. 1995- Dec. 1999
• Performed academic advisement for students.
• Performed administrative & human resources duties.
• Trained & recruited faculty when hired.
Administrative/Recruiter/Teacher
Miami Dade College
Jan. 1995-Dec. 1992
• Implemented trade shows & fund raising events.
• Processed alumni membership cards & recruiter.
• Teacher assistant for disability
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