Vanessa Hernandez
Downey,CA
Summary
Accomplished and talented candidate with leadership and team-building skills, who enhances profitability by paying close attention to detail and establishes collaborative relationships with colleagues to ensure that customers receive the greatest quality of service.
Overview
20
20
years of professional experience
Work History
Sales Agent
Farmers Insurance
07.2023 - Current
- Managed approximately 30-50 incoming calls per day from clients.
- Provide excellent customer service and maintain retention on over 2,000 policies.
- Identifying the financial needs of our members and translating the importance and benefits of Life insurance products.
- Engaging with members walking into the branches to discuss insurance products.
- Prioritize activities based on urgency and importance, set realistic deadlines and use tools and techniques to manage time effectively.
Tier 3 Claim Owner
Farmers Insurance
09.2021 - 07.2023
- Makes same day contact with customers explaining the claims process and applicable coverage benefits to policyholders.
- Investigates coverage and/or material misrepresentation.
- Investigates and confirms facts of the loss with all involved parties consisting of recorded interviews and review of provided evidence.
- Determines liability.
- Addresses property damage and bodily injury claims.
- Evaluate and assess bodily injury claims with provided medical records and billing.
- Communicate to policyholders/insureds any request that is made of them by 3rd party legal representation, such as policy limit disclosure request, excess exposures, intent to sue.
- Answering phone calls, emails, online chat messages and text messages from customers.
- Negotiate with 3rd party legal representation to settle any/all claims within the available policy limit.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Branch Coordinator
Automobile Club of Southern California
09.2016 - 09.2021
- Managed and coordinated title transfers (i.e., auto, boat, trailer, etc.) for Auto Club members and Department of Motor Vehicles.
- Administers and takes oaths or affirmations while notarizing legal documents (i.e., loan documents, grant deeds, name affidavits, etc.)
- Responsible for Auto Club bookkeeping including but not limited to daily audits, cash and check handling, and deposits.
- Includes effective communication through phone calls and email to support members questions and concerns to cross sell Auto Club products or services.
- Accountable for ensuring Auto Club supplies (i.e., maps, tour books, Department of Motor Vehicles, etc.) are abundant and current for both colleagues and members.
- Skilled problem solver who leverages resources to resolve member concerns.
- Maintains collaborative working relationships with agents providing customer service that meets or exceeds service level standards.
- Coach and mentor employees to ensure the best development of performance level.
Geek Squad Supervisor
Best Buy
07.2005 - 07.2016
- Lead the team in meeting and exceeding sales plan. Drives high unit velocity through the sales floor and the highest level of customer service.
- Manages and mentors team in retail skill sets and to elevate the stores performance and ensure to sales goals on a daily basis.
- Responsible for becoming the brand ambassador of our product and educating customers about our products and services.
- Multi tasker, utilize my time and resources extremely well to meet deadlines, stay efficient and manage operational priorities.
- Accountable for making sure stock function and how to manage shipment and replenishment throughout the day.
- Trained and mentored 30 (new and existing) employees within our district.
- Responsible for heavy customer service volume; developed new store strategies for reducing shrink.
Education
High school Diploma -
Highland Park High School
Los Angeles, CA01.2004
Skills
- Client relations
- Customer assistance
- Sales training
- Technical support
- Adaptability to change
Timeline
Sales Agent
Farmers Insurance
07.2023 - Current
Tier 3 Claim Owner
Farmers Insurance
09.2021 - 07.2023
Branch Coordinator
Automobile Club of Southern California
09.2016 - 09.2021
Geek Squad Supervisor
Best Buy
07.2005 - 07.2016
High school Diploma -
Highland Park High School
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