GABRIELA RODRIGUEZ

• Managed high-volume client communication through phone, email, and text, providing timely responses and exceptional customer service.
• Generated accurate quotes by gathering risk details, verifying documentation, and inputting data into carrier rating systems.
• Reached out to clients proactively via calls, emails, and text messages to discuss quotes and finalize new business.
• Collected required underwriting information and documentation to accurately bind new policies in accordance with carrier guidelines.
• Explained P&C policy coverages, exclusions, deductibles, and endorsements to help clients understand their protection and make informed decisions.
• Conducted renewal coverage reviews to identify gaps, update limits, and suggest additional endorsements based on evolving risk exposure.
• Processed policy changes, endorsements, cancellations, and renewals while ensuring compliance with underwriting guidelines.
• Handled client inquiries regarding billing, claims processes, proof of insurance, and policy documentation with professionalism and clarity.
• Identified opportunities for cross-selling P&C products and increasing policy retention through proactive client outreach.
• Maintained accurate and timely documentation in agency management systems while adhering to state insurance regulations and company policies.

• Communicated effectively with clients, businesses, and insurance carriers across multiple channels, including phone, email, and text.
• Completed 30+ tasks daily, including personal and commercial lines intakes, prospect follow-ups, database maintenance, and appointment scheduling.
• Processed and distributed endorsements, certificates of insurance, and policy documents with accuracy and timeliness.
• Demonstrated strong verbal and written communication skills, enabling independent work, efficient task management, and consistent service quality.

• Worked in a heavy inbound-outbound call center making and or receiving at least 100 calls per shift.
• Provided information to prospective clients in a timely manner about the company's service.
• Excellent listening and communication skills while taking information and setting appointments.
• Schedule and re-schedule appointments depending on the customer's needs.
• Filing and maintaining confidential records.
• Following up on technicians to make sure they complete the jobs assigned.
• Following up on customers for after-service feedback.

• Leading and maintaining a highly skilled team of 15+ Customer Service Representatives, driving team members to exceed KPIs.
• Completing all administrative duties related to the Customer Service department.
• Coaching team members to find opportunities for improvement and work on them.
• Resolve Representative's inquiries 50+ about procedures and Company policies by sharing my knowledge.

• Directly interacted with 25+ online store customers daily over the phone or chat to keep response time to a minimum in the queue.
• Resolved customer issues by following up on orders and answering product knowledge questions while staying up to date with product changes.
• Assisted with pre-sales and post-sales support including processing returns, making changes to orders, and managing expectations.
• Consistently maintained #1 status for superior customer feedback and exceeding service targets.