Customer Service Health Insurance

Erika Vasquez

*** ***** *** ****, **********, NY 10940

Phone: 914-***-**** Email: **********@*****.***

Languages: English & Spanish

PROFESSIONAL SUMMARY

Bilingual customer service and administrative professional with over 10 years of experience in case management, insurance sales, absence management, and client relations. Demonstrated ability to build lasting relationships, exceed sales goals, and maintain compliance with regulations. Adept at working in fast-paced, high-pressure environments while handling sensitive information with discretion. Licensed in Property & Casualty (P&C), Life, and Health Insurance.

CORE COMPETENCIES

● Insurance Sales & Policy Management

● Licensed in Property & Casualty (P&C), Life, and Health Insurance

● Case Investigation & Contact Tracing

● Absence Management (FMLA, Disability)

● Customer Service & Client Relations

● Data Research & Lexis Nexis Certified

● Team Training & Staff Mentoring

● Scheduling & Workflow Coordination

● Bilingual: Fluent in Spanish

● Microsoft Office Suite & Excel Proficiency

PROFESSIONAL EXPERIENCE

Team Sales Member

State Farm Insurance – Middletown, NY Nov 2024 – May 2025

● Consulted with clients to evaluate their auto, home, life, and health insurance needs, providing tailored policy solutions that met their unique requirements.

● Utilized deep product knowledge to guide clients through policy options, ensuring clear understanding of coverage, benefits, and pricing, which led to high levels of customer satisfaction.

● Maintained Property & Casualty (P&C), Life, and Health Insurance licenses, consistently staying up-to-date on industry regulations and product changes to advise clients accurately.

● Managed renewals, endorsements, and claims, ensuring quick processing and optimal customer service.

● Developed and nurtured long-term relationships with clients, providing ongoing support and consultation, which contributed to client retention and enhanced brand loyalty.

● Consistently exceeded sales targets and contributed to marketing initiatives, generating qualified leads and improving customer acquisition. Absence Management Specialist

Reliance Matrix – Remote May 2023 – Feb 2024

● Managed FMLA, disability, and personal leave cases, ensuring compliance with company policies and federal/state regulations.

● Acted as a liaison between employees, HR, and management, providing clear, empathetic guidance on leave processes and return-to-work procedures.

● Maintained accurate and secure case documentation in internal systems, ensuring compliance and data integrity.

● Streamlined case handling processes, improving efficiency while maintaining adherence to applicable policies.

Case Investigator / Lexis Nexis Specialist

Westchester County, NY Nov 2020 – Apr 2022

● Led outreach efforts to individuals exposed to or diagnosed with COVID-19, ensuring adherence to state and local health protocols.

● Utilized Lexis Nexis to verify and update contact information, ensuring data accuracy for case management.

● Trained and mentored new hires, helping them navigate case handling procedures and improve team efficiency.

● Coordinated essential resources (e.g., food, medicine, lodging) for affected individuals, ensuring they had the support needed to comply with quarantine measures.

● Developed monthly staffing schedules to maintain optimal coverage and ensure continuous service delivery.

Customer Service Representative

Hertz – White Plains, NY Feb 2020 – Mar 2020

● Managed vehicle inventory and prepared rentals for customers, ensuring accurate and timely transactions.

● Addressed customer inquiries and concerns in person and over the phone, resolving 95% of issues on the first contact.

● Supported team performance to meet daily service and operational targets. Customer Service Representative

Alfy Inc. – New York, NY Oct 2010 – Jan 2019

● Provided front desk reception services and maintained client relationships through effective communication and service.

● Resolved technical issues and processed chargebacks/refunds, ensuring compliance with company standards and procedures.

● Monitored online interactions, ensuring consistent service quality and adherence to regulatory compliance.

Sales Associate

Tribeca Boutique – New York, NY Aug 2007 – Aug 2010

● Delivered high-quality, personalized retail service to customers, fostering repeat business and customer loyalty.

● Managed store inventory and visual merchandising, contributing to enhanced store presentation and improved sales.

EDUCATION

Westchester Community College, Valhalla, NY

Computer Science 2017 – Present

LICENSES & CERTIFICATIONS

● Licensed in Property & Casualty (P&C)

● Licensed in Life Insurance

● Licensed in Health Insurance

REFERENCES

Available upon request.

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