Vicente

• Responsible for generating accurate and competitive insurance quotes for personal lines clients including home, auto, Dp3, flood and umbrella.
• Communicated with clients via chat and email to clarify information and deliver quotes.
• Utilized AMS360 and Applied Epic to manage client information, policy processing, and documentation efficiently.
• Prepared accurate insurance quotes using multiple raters, including EZLynx, QuoteRush, and Applied Rater.
• Ensured accuracy and consistency across multiple quoting platforms while maintaining compliance with underwriting guidelines.

• Account associates deal with customers' concerns about their international order.
• Check, approve/reject agent escalation and send it to clients.
• Quality analysts provide immediate feedback on how agents handle their calls.
• Monitor on how agents process making sure that all are compliant to avoid fraud.
• Provide weekly coaching and a week meeting with clients, team leaders and co quality analysts.

Customer service - Handled customer inquiries through phone providing prompt and courteous assistance on account issues, service updates and general product information. Ensured high levels of customer satisfaction by resolving concerns efficiently and maintaining a positive brand experience.

Technical Support - Provided first-level technical assistance for software and hardware-related concerns, troubleshooting issues remotely and guiding users through solutions. Documented problems, escalated complex cases and ensured timely resolution while maintaining detailed case notes.

Billing Support - Assisted customers with billing inquiries, payment issues and account adjustments. Reviewed transactions, processed refunds and clarified charges while adhering to company policies and maintaining accuracy in financial records.