Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Itzel Noriega

Tucson

Summary

Accomplished Specialist Sales-Services at Progressive, adept in process optimization and building strong relationships, significantly enhanced operational efficiency and customer satisfaction. Skilled in strategic planning and communication, successfully initiated mentorship programs and improved team performance metrics. Demonstrated exceptional problem-solving abilities and commitment to continuous improvement.

Overview

12
12
years of professional experience

Work History

Specialist Sales-Services Seguros

Progressive
07.2022 - Current
  • Provided specialized support for enhancing operational efficiency.
  • Coordinated with committees to improve workflow processes.
  • Assisted in coaching with detailed task execution.
  • Conducted training sessions for team members to enhance skill sets.
  • Enhanced customer satisfaction by providing expert advice and solutions.
  • Followed all company policies and procedures to deliver quality work.
  • Improved team collaboration by initiating regular strategy meetings.
  • Evaluated team members performance and provided coaching to address inefficiencies.
  • Educated team members on organizational mission and goals to help employees achieve success.
  • Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.

Auto Claims Handler

State Farm
02.2014 - 04.2021
  • Managed multiple priorities simultaneously while maintaining attention to detail during high-pressure situations in a fast-paced environment.
  • Evaluated total loss vehicles accurately using valuation tools to ensure fair settlement offers for policyholders based on market values at the time of loss.
  • Collaborated closely with fraud investigators to detect potential fraudulent activities related to auto insurance claims.
  • Reduced claim resolution time by effectively investigating, evaluating, and negotiating auto claims.
  • Participated in ongoing training sessions to stay updated on industry trends, regulatory changes, and emerging technologies relevant to auto claims handling.
  • Built trust with clients through consistent professionalism, empathy, and transparent communication during difficult situations.
  • Maintained compliance with state regulations, company guidelines, and industry best practices during the claim process.
  • Issued payouts to claimants.
  • Examined photographs and surveillance and any other documents relating to claims.
  • Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
  • Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
  • Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.

Customer Service Supervisor

GE
02.2013 - 02.2014
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created, prepared, and delivered reports to various departments.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.

Education

Master of Science - Hydraulics Admin

Sonora Institute Of Technology
Sonora, Mexico
08-2001

Bachelor of Science - Biotechnology Engineer

Sonora Institute Of Technology
Sonora, Mexico
12-1998

Skills

  • Process optimization

  • Problem solving

  • Customer service

  • Communication skills

  • Time management

  • Attention to detail

  • Research skills

  • Strategic planning

  • Training delivery

  • Documentation skills

  • Meeting facilitation

  • Performance metrics

  • Continuous improvement

  • Task prioritization

  • Goal setting

  • Knowledge sharing

  • Compliance standards

  • Relationship building

  • Self motivation

  • Problem-solving

  • Multitasking

  • Team building

  • Active listening

  • Reliability

Languages

Spanish
Native or Bilingual

Timeline

Specialist Sales-Services Seguros

Progressive
07.2022 - Current

Auto Claims Handler

State Farm
02.2014 - 04.2021

Customer Service Supervisor

GE
02.2013 - 02.2014

Master of Science - Hydraulics Admin

Sonora Institute Of Technology

Bachelor of Science - Biotechnology Engineer

Sonora Institute Of Technology

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Itzel Noriega