Bilingual Customer Service & Insurance Assistant
Resume:
Annabelle Baldera
Roselle, NJ *****
***************@*****.***
Customer-focused professional with a strong background in delivering exceptional service and support. Known for professionalism, attention to detail, and the ability to manage multiple tasks in fast-paced environments. Skilled in communication, problem-solving, and building positive relationships with customers and team members. Bilingual in English and Spanish, with a friendly and adaptable approach to every interaction.
Skills
•Customer-focused communication and service
•Creative problem-solving and visual presentation
•Social media engagement and content management
•Attention to detail and accuracy
•Time management and multitasking under pressure
•Team collaboration and support
•Adaptability in fast-paced environments
•Strong interpersonal and relationship-building skills
•Professionalism, empathy, and positive attitude
History
Producer’s Assistant/Administrative office assistance – Auto Insurance
Cover Me Insurance, Linden,NJ
April 2026- present
Supported licensed insurance producers by providing administrative, customer service, and policy processing assistance in a high-volume insurance agency.
Managed inbound and outbound customer communications, resolving policy inquiries and providing timely service in both English and Spanish.
Prepared, processed, and issued auto insurance certificates, certificates of insurance (COIs), ID cards, certificate holders, and additional insured endorsements.
Created and maintained customer and prospect accounts within the agency management system, ensuring accurate policy information and documentation.
Performed high-volume data entry while maintaining accuracy and confidentiality of customer records.
Processed customer correspondence, including preparing, reviewing, and mailing insurance documents, notices, and letters.
Assisted clients with online account access, policy servicing, and document retrieval.
Served as the primary bilingual liaison, translating conversations and documentation between English-speaking producers and Spanish-speaking customers to ensure clear communication.
Maintained ACH payment records and reconciled payment information to support accurate billing and recordkeeping.
Managed and updated Excel spreadsheets to track production, calculate premiums, commissions, and agency performance metrics.
Assisted in servicing personal auto, taxi, and commercial truck insurance accounts by preparing required documentation and supporting policy administration.
Ensured compliance with agency procedures and insurance documentation requirements while delivering exceptional customer service.
Coordinated with producers, underwriters, and customers to facilitate efficient policy processing and timely completion of service requests.
Customer Service Agent
MMC Conduent EZPass, Newark, NJ
February 2025 – February 2026
•Utilize Vector system to accurately verify, enter, and update customer account information.
•Handle a high volume of customer inquiries via phone and in-person at the front desk, providing assistance in both English and Spanish.
•Provide clear, friendly, and solutions-focused support to resolve customer issues related to EZPass accounts.
•Process customer payments efficiently and securely while maintaining compliance with company protocols.
•Prepare and send official correspondence and letters to customers regarding account status, violations, or payment plans.
•Respond to walk-in inquiries, offering front desk support with professionalism and care.
•Collaborate with team members to improve service processes and enhance customer satisfaction.
Education
UNAPEC
Santo Domingo, DR
Bachelor Degree of Arts in Graphic Design October 2024
Languages
Spanish (native) reading and spoken
English (Bilingual) reading and spoken
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