Jorge

Experiencia demostrada en Inbound/Outbound Calls & Case Resolution.

Experiencia demostrada en Home, Flood, Life, Auto.

Experiencia demostrada en Zendesk & CRM Tools (Slack).

Experiencia demostrada en Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Handled inbound and outbound customer calls, addressing policy questions and service requests for Home, Flood, Life, and Auto insurance products.. Managed and updated customer cases in Zendesk, ensuring accurate documentation, timely follow-up, and resolution within service level targets.. Guided policyholders through coverage details, billing questions, and policy changes, translating technical insurance terms into clear, customer friendly explanations.. Coordinated with underwriting and more than 60 carrier partners to resolve escalated policy issues, ensuring accurate and compliant handling of customer accounts.. Maintained a high standard of accuracy and confidentiality when managing sensitive customer and policy data across multiple insurance lines.

Managed daily administrative and operational workflows, coordinating task assignments across teams and maintaining accurate records to ensure efficient and seamless business processes.. Facilitated cross-departmental communication by acting as a central point of contact between teams, ensuring alignment and removing operational bottlenecks.. Coordinated scheduling and calendar management for team leadership, organizing meetings, preparing agendas, and ensuring efficient time management.. Maintained and organized digital documentation systems, ensuring accurate record-keeping and secure storage in compliance with company policies.. Provided direct administrative support to senior management, handling data management tasks, salary related calculations, and financial operations.. Developed and managed action plans requested by the direct client, coordinating campaign improvement initiatives and ensuring clear documentation of outcomes.. Monitored operational performance metrics and prepared reports on productivity, SLA adherence, and quality evaluations, supporting data driven decision making.