VIOLETTE CASTELLANOS
AZUSA
Summary
Customer-focused professional with extensive experience in insurance and customer service roles, including client relationship management, sales support, data analysis, and problem resolution. Proven ability to collaborate with internal teams and high-value customers to resolve complex issues, track inquiries, and drive business growth. Skilled in managing sensitive customer information, preparing proposals, and contributing to strategic initiatives with professionalism and integrity.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Sales and Marketing Manager
State Farm
03.2025 - Current
- Managed a client portfolio and led marketing initiatives that increased policy sales and improved client engagement across multiple channels.
- Analyzed market data and sales performance to develop strategies that aligned with business goals and regulatory compliance.
- Oversaw team workflows and project timelines to ensure timely delivery of marketing campaigns and client communications.
- Created detailed reports tracking campaign success, client feedback, and policy trends, supporting data-driven decision-making.
- Interfaced with customers, team members, and executives, demonstrating strong verbal and written communication in delivering updates, proposals, and presentations.
- Took initiative to implement service improvements that resulted in higher customer satisfaction and operational efficiency.
Customer Service Representative
State Farm
03.2024 - 03.2025
- Provided frontline customer service in a high-volume, fast-paced environment, responding to inquiries about auto, home, and life policies with professionalism and attention to detail.
- Handled billing discrepancies and payment processing, gaining valuable experience in digital billing operations.
- Used customer interaction data to identify recurring service issues and recommend workflow improvements to management.
- Communicated clearly and empathetically with clients to resolve complex issues, reinforcing client trust and retention.
- Multitasked between phone support, email inquiries, and internal system updates while consistently meeting service level expectations.
Receptionist
Sandie Rivera Insurance Solutions, LLC
12.2022 - 03.2024
- Company Overview: Medicare Insurance Broker
- Delivered exceptional customer support by assisting clients with policy inquiries, billing concerns, and claims support, ensuring service excellence and client satisfaction.
- Analyzed customer data and insurance policy details to identify coverage gaps and support informed decision-making for brokers and clients.
- Created and edited internal reports, quote summaries, and client documentation using CRM and enterprise tools to maintain accurate records.
- Demonstrated accountability by ensuring the accuracy of all policy documentation, renewals, and billing communications.
- Collaborated closely with brokers and underwriters to streamline processes, improving service turnaround in a regulated insurance environment.
Education
Bachelor's Degree - Political Science
University of La Verne
La Verne, CA01.2023
Associate of Arts - Political Science
Rio Hondo College
Whittier, CA01.2021
HS diploma -
El Rancho High School
Pico Rivera, CA01.2019
Skills
- Customer service
- Customer complaint resolution
- Relationship building
- Communication
- Organization
- Sales tracking
- Strategic planning
- Public speaking
- Account management
- Billing systems and software
Affiliations
- Dean's Honor List for 4 consecutive years in college
Certification
- Life & Health License
- Property & Casualty License
References
References available upon request.
Timeline
Sales and Marketing Manager
State Farm
03.2025 - Current
Customer Service Representative
State Farm
03.2024 - 03.2025
Receptionist
Sandie Rivera Insurance Solutions, LLC
12.2022 - 03.2024
HS diploma -
El Rancho High School
Bachelor's Degree - Political Science
University of La Verne
Associate of Arts - Political Science
Rio Hondo College
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