Summary
Overview
Work History
Education
Skills
Organization
Communication Skills
Timeline
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Alec Castro

ANAHEIM HILLS

Summary

I am a self-motivated individual who works well in a group setting or independently. Given the opportunity I strive to provide the best results for the company and always try to exceed expectations in my position. I take pride in a strong work ethic and being a reliable employee.

Experienced with comprehensive training programs in customer service environments. Utilizing effective techniques to enhance team performance and improve customer interactions.

Overview

11
11
years of professional experience

Work History

CUSTOMER SERVICE

CALIFORNIA FAIR PLAN
07.2024 - Current
  • Maintain daily amount of calls
  • Process endorsements as needed/if necessary
  • Process cancellations if required documents have been received
  • Escalate items when necessary to the appropriate department
  • Review errors received from all customers service representatives to ensure they are reported correctly and in a timely matter (ex
  • Bind/issue button, non-money endo causing premium increases, restoring deleted policies, etc.)
  • Review errors as needed with business anaylst team and/or underwriting to provide updates to customer service when I can

CUSTOMER SERVICE

PACIFIC SPECIALTY INSURANCE COMPANY
12.2015 - 07.2024
  • UNDERWRITE ALL PROGRAMS WITH ASSISTANCE OF UNDERWRITING (HO3, HO4, HO6, Earthquake, Umbrella, Motorcycle, Off-road, Personal Watercraft, Boat, Auto)
  • OVERSEE ALL AFTER HOURS EMAILS DAILY (100 or more weekly)
  • OVERSEE AND PROCESS ALL CANCELLATIONS DAILY ELEVATED THROUGHOUT THE DAY BY ALL CUSTOMER SERVICE REPS ACROSS MULTIPLE SYSTEMS (200+ weekly)
  • MOTORCYCLE UNDERWRITING /PRODUCT ADJUSTMENTS BASED ON VEHICLE KNOWLEDGE

Packing and Shipping/Warehouse Management

OC POWERSPORTS
01.2014 - 12.2015
  • DAILY INVOICE/LABEL PREPARATION
  • ORGANIZING ALL ORDERS NUMERICALLY FOR SMOOTH OPERATIONS PRIOR TO PACKING
  • ENSURING INVOICES READY BEFORE BOXS ARRIVED
  • INVENTORY MANAGEMENT
  • CUSTODIAL TASKS
  • PACKING AND SHIPPING DAILY ORDERS
  • DELIVERING ALL ITEMS TO USPS

Education

HIGH SCHOOL DIPLOMA -

CANYON HIGH SCHOOL
01.2012

PROPERTY & CASUALTY BROKER-AGENT LICENSE -

03.2025

Skills

  • Microsoft Excel
  • Microsoft Office Suite
  • Duck Creek Platform
  • Typing speed 100WPM
  • Customer service analysis
  • Customer service background
  • Customer focused

Organization

During my time with OC Powersports I learned key organization skills handling thousands of orders a week myself that I've continued to apply in my work and personal life that also transferred into my role at Pacific Specialty, and now at California Fair Plan. Currently oversee a list of 33 errors that occur on the Duck Creek system that come to me from all customer service representatives also from Exceedenc while also assisting in the review of such errors that have been tasked to me by underwriting and/or the business analyst team.

Communication Skills

A key part of working in a call center is being able to communicate with coworkers within the office or online, and working with people from other departments and locations. Having a strong connection between departments is key for building a strong understanding of our goals as a company and can avoid confusion along the way.

Timeline

CUSTOMER SERVICE

CALIFORNIA FAIR PLAN
07.2024 - Current

CUSTOMER SERVICE

PACIFIC SPECIALTY INSURANCE COMPANY
12.2015 - 07.2024

Packing and Shipping/Warehouse Management

OC POWERSPORTS
01.2014 - 12.2015

PROPERTY & CASUALTY BROKER-AGENT LICENSE -

HIGH SCHOOL DIPLOMA -

CANYON HIGH SCHOOL

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