Louciana Flores
Azusa,CA
Summary
Hardworking employee with a notable tenure at Sameday Insurance Services DBA Amax Insurance. Enthusiastic about pursuing new opportunities to learn new skills and contribute to group success by offering strong organizational skills and attention to detail to drive improvements and efficiency as well as administrative, relationship-building and problem-solving abilities. Thorough team contributor, effective at prioritizing tasks and meeting deadlines.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sales Representative
Sameday Insurance Services DBA Amax Insurance
12.2023 - Current
- Expanded customer base through warm calling, networking, and relationship building.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Quality Control Supervisor
Sameday Insurance Services DBA Amax Insurance
09.2017 - 12.2023
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Maintained an up to date database of carrier guidelines.
- Supported audits for application completeness and conducted follow ups with violations to carrier guidelines.
- Coordinated with other department supervisors to align quality control objectives and minimize discrepancies across the organization.
- Kept accurate and detailed records of recurring issues by sales department to minimize or eliminate potential issues with carriers.
Customer Service Representative
Sameday Insurance Services DBA Amax Insurance
04.2015 - 09.2017
- Responded to customer requests for assistance, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Administrative Assistant
All Century Insurance Services
03.2013 - 04.2015
- Managed filing system, entered data and completed other clerical tasks.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Assisted the operations manager with employee files, payroll processes, and carrier appointments.
Underwriting/Quality Control
All Century Insurance Services
04.2011 - 03.2013
- Conducted regular audits of policies to identify possible recurring issues.
- Maintained and updated carrier guidelines reference sheet for agent use.
- Analyzed and documented policy issues to comply with company standards.
- Prepared detailed performance reports to present to company management.
Customer Service Representative
All Century Insurance Services
03.2010 - 04.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Educated customers about billing, payment processing and policy support.
- Assisted customers in navigating company website improving overall user experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
EFT Department Lead
Academy Insurance Services
02.2009 - 03.2010
- Audited payments applied to policies and requested credits for the agency.
- Collected balances owed to the agency.
- Investigated and resolved monetary discrepancies for the accounting department.
- Generated reports detailing findings.
Customer Service Representative
Academy Insurance Services
01.2008 - 02.2009
- Assisted clients with payment over the phone and in person.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests in a promptly manner.
- Promoted a superior customer experience by addressing customer concerns and resolving problems swiftly.
Education
Bachelor of Arts - Sociology
University of California, Los Angeles
Los Angeles, CASkills
- Customer Relations
- Process Improvement
- Contact follow-up
- Attention to Detail
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Reliability
- Organizational Skills
Certification
- Personal Lines License-Insurance
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Sales Representative
Sameday Insurance Services DBA Amax Insurance
12.2023 - Current
Quality Control Supervisor
Sameday Insurance Services DBA Amax Insurance
09.2017 - 12.2023
Customer Service Representative
Sameday Insurance Services DBA Amax Insurance
04.2015 - 09.2017
Administrative Assistant
All Century Insurance Services
03.2013 - 04.2015
Underwriting/Quality Control
All Century Insurance Services
04.2011 - 03.2013
Customer Service Representative
All Century Insurance Services
03.2010 - 04.2011
EFT Department Lead
Academy Insurance Services
02.2009 - 03.2010
Customer Service Representative
Academy Insurance Services
01.2008 - 02.2009
- Personal Lines License-Insurance
Bachelor of Arts - Sociology
University of California, Los Angeles
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