Felix Amezquita

+1-347-***-**** ad0yg9@r.postjobfree.com

Education: CUNY Hunter College

Bachelor of Arts- Economics, Class of 2016

Jenny Hunter Scholar, Scholarship for Academic Achievement.

Selected Professional Experience

Life Operations Associate III, Policygenius Inc. 2019-Present.

My priority is working with external specialists at Brighthouse Financial and Lincoln Financial Group to fast-track accelerated underwriting life insurance applications into In Force Service, in addition to supporting internal teams across the life insurance line of business. Licensed for Life Insurance in all 50 states, I regularly conduct business in Spanish and Portuguese when needed.

As an application analyst and liaison between pre-sales and post-sales teams of the Life Insurance Fulfillment Funnel, I specialize in fulfilling requirements associated with accelerated underwriting products, which bypass traditional underwriting requirements for approval within days of applying.

oResponsible for daily manual reconciliation of outstanding cases and escalating exception cases, ensuring that our flagship product goes into force in a timely manner.

oLead coordination of problem resolution including, but not limited to: providing direct feedback and instruction to licensed sales agent and wider announcements to the sales team as a whole; identifying and flagging tech issues via JIRA tickets and working with our tech team to implement solutions; flagging inconsistencies in internal Tableau reporting and reviewing outlier cases; identifying key points of improvement in integration of external Brighthouse application portal and our internal case management system's fields/requirements.

oCoordinating first payments and collecting banking details for reoccurring payments with approved clients over e-mail and text. Troubleshooting internal and client-side issues with DocuSign or through Policygenius internal case management system/portal.

oAuditing over-the-phone life insurance applications by reviewing call audio at key points using Gong and Five9 call review software for internal sales feedback and review. Using Adobe Audition to clip audio files to Brighthouse Financial and Lincoln Financial Group, when additional review is requested to advance case.

As a licensed life insurance agent and Spanish Speaker, I provide Spanish-language based support across operations and customer service.

oProviding operations support to Spanish-Language Life insurance application process by establishing standards and practices; creating macros to coordinate requests easily using Slack and our Case Management system; scripting, recording, innovating the use of outbound call recordings and dispositions in Five9 to improve Spanish Speaker tracking and services.

oServicing cases for the pre-sales and post-sales application process, speaking to clients directly to walk them through requirements via DocuSign, our internal Policygenius portal, or other requirements.

oResearching Spanish speaker marked cases in Tableau for trends and opportunities; I innovated targeted campaigns for dormant cases by identifying clients with easy to fulfil requirements and alternating manual calls with Spanish-Language based SMS and emails.

Acted as a liaison between Life Sales pilot-team and newly formed PgPro Referral Management team, working closely with Business Managers to coordinate Sale side services for new client referrals from outside financial institutions.

oManually vetted dozens of leads daily which fell out of automated paths and coordinated service with pilot team to coordinate VIP experience for client within a half-hour of receiving the request.

oIdentified state-specific patters in frequency of Spanish Speaking requests from Texas, and worked with product team to create options which allow us to label the cases for Spanish Speakers earlier in the funnel.

Senior member of the Sales Development Representative team; a team created to support Life Sales Team by scripting and coordinating responses to all inbound written messages (SMS, Secure Messaging, E-Mail) in a timely manner, and operational support with Customer Success and Case Management teams down funnel.

oI work closely with Sales team dedicated process managers to continually update and troubleshoot sale-support automations, which coordinate automated outbound e-mails, SMS messages, and phone calls via Iterable, Five9, and our internal case management system. I identify and research mass automation failures to ensure that automations are designed properly before escalating to process managers or tech support teams

oI manage our departments Confluence pages, working closely with managers and leads for SDR-Agent and SDR-Digital to ensure links/bookmarks are up to date and creating new pages/resources as needed; Manage our teams’ mailboxes, having coordinated our mailbox’s transition from Zendesk into Front.

Senior Operations Coordinator II, Capital One 2015-2018

A payment operations specialist dedicated to Capital One's Small Business clients, I joined the team near its inception, and was a point of contact for internal Fraud, Risk, Compliance, Retail Call Center, and Online Call center teams as we created the bank’s commercial wire payment process.

oDocumenting and continually updating training and procedures for payment operations teams, to ensure consistent and compliant practices for both NY and Virginia offices.

Navigating payment processing software such as Swift, Touchstone, Oracle, and others inherited from corporate acquisitions/mergers with North Fork Bank and Hibernia to create a unified experience for clients and a standardized, secure process for our team to follow. Worked with KYC on onboarding clients into and processing wire payments for Capital One 360, a digital-only bank launched by Capital One with assets acquired from ING Direct

Worked with QA and Tech Ops team to create Capital One's Payment Infrastructure Engine (PIE), their property unified payment software, by compiling feedback from NY office.

Ensured automated clearing rules integrated/worked with manual review requirements for domestic and international wire transactions.

oAssisted in the overall management and coordination of the activities of employees involved in domestic wire transfers; including working with Fraud, Risk, Compliance, Retail Call Centers, and Online-Banking Support for one off cases, and monthly meetings to ensure compliance across departments.

Supported payment team's transition to Salesforce case management system by linking shared outlook mailboxes used to receive inquiries, testing rules and filters to ensure we were capturing all cases, rewriting existing procedures, and providing training documentation for leadership to use for communications and training.

oCollated performance metrics using SQL queries for Teradata and Oracle on daily, weekly, and monthly intervals, highlighting trends in day-to-day experiences represented in the data, and communicating trends to management, Quality Assurance teams, and time-study experts.

Teller II, TD Bank 2014-2015

oExcelled at selling our TD Rewards Credit Card, always going above quota, and in referrals to TD Ameritrade.

oBalancing the execution of various transactions for customers with excellent, expedient customer service, processing end of day settlements, balancing Cash Machines, and coordinated cash and coin transfers.