Lisa Aquino

Experience

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  Safeco Insurance

  Sept 1988 - Jun 2001

  • Supervised and trained MedPay Processors.• Liaison between attorney, insured, hospitals and medical treatment facilities.• Claims Adjuster for a pending of 350+ files of insured injury claims.• Determined coverage, monitored policy limits when processing medical bills and balances from explanation of benefits.• Detecting fraudulent claims to be reviewed by Insurance Medical Examiners to possible denial**Achievement - Saved the company many thousands of dollars by detecting fraudulent claims and treatment facilities, as well as closing claims with malingering, unnecessary treatments Show less

  • Lead Claims Administration Processor

    Jan 1998 - Jun 2001

  • Advanced Medpay Clerk

    Feb 1996 - Jan 1998

  • Claims Administration Processor

    May 1993 - Feb 1996

  • Subrogation Processor

    Nov 1991 - May 1993

  • Subrogation Clerk

    Feb 1989 - Nov 1991

  • Physical Damage Clerk

    Sept 1988 - Feb 1989
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  Keys Insurance Agency

  Jul 2001 - Mar 2003

  Licensed Personal Lines Customer Service Representative

  • Underwrote, rated and quoted new business personal lines homeowners, liability, flood, wind and auto policies. • Managed a pending of 250 personal lines policies. • Provided an elevated customer experience to generate a loyal clientèle through excellent customer service and sales experience, built trust with my clients through my integrity and honesty. • Helped drive sales goals and achieve monthly quotas, resulting in exceeded sales compared to our sister agencies. Show less

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  Seacoast Brokers

  Apr 2003 - Oct 2003

  Agency Services Representative

  • Underwrote and rated new business homeowners and liability risks nationwide, from home based office. • Managed nationwide calls in a complex, call center environment, including my territory of agents located in the Hawaiian Islands. • Built long-term agent relationships and advised agents on policy/underwriting issues. • Mentored agents on effective use of company software for quotes and endorsements.

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  Key West Insurance Agency

  Nov 2003 - Nov 2004

  Licensed Personal Lines Customer Service Representative

  • Provided quotes, sold new business homeowner's, wind, flood, and auto insurance policies. • Managed a pending of 150+ personal lines files. • Effective liaison between customers and internal departments. • Administration Assistant to insurance agent. • Promptly responded to inquiries and requests from prospective customers. • Investigated and resolved customer inquiries and complaints in an empathetic manner, effectively and efficiently resolving issues.

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  Little Palm Island Resort - A Relais and Chateaux 3 Star Resort

  Dec 2004 - Mar 2005

  Spa Receptionist and Assistant to Spa Director

  • Assistant to Spa Director, trained new employees. • Managed the spa in lieu of new spa director being hired, maintained high sales and revenue ensuring operations ran smoothly. • Reviewed monthly inventory charts, recorded facility needs, ordered inventory from vendors, and bonus tracking reports. • Created operations/software protocols for spa operations, utilized to train new employees.

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  Auberge Du Soleil Resort - A Relais and Chateaux 5 Star Resort

  Apr 2005 - Jul 2013

  Senior Spa Programmer

  • Recruited, trained and supervised 7 new members of the guest service team. • Managed the spa in Spa Director's absence. • Developed departmental objectives and incentive program to increase sales. The department reached and exceeded sales tier goals consistently for a year, increasing sales by 40%. • Planned corporate spa events for large financial / entertainment institutions, celebrities and and high profile guests. **Achievement - Created the Earth Day Amenity for registered guests. The documentary, "Home," was given to each guest on Earth Day to educate them on our companies Green Initiative, as a member of the Planet Auberge Committee**Result - Each guest was asked to watch the documentary and pass it on to friends and family, permeating the wave of importance of conserving and recycling to help our planet. Show less

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  Integrity Spa Integrated Services

  Apr 2011 - May 2015

  Spa Concierge

  • Managed customer calls effectively and efficiently in a complex, fast-paced, challenging call call center environment. • Initiated operations improvements to improve overall call center productivity. • Provided incentive to increase productivity by offering employees awards and bonuses for highest sales earned. As a result, sales increased as did product knowledge. • Prepared reports and communication for senior management and clients. • Planned corporate spa events. • Managed high call volume with tact and professionalism. Show less

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  Nestlé Nespresso

  Sept 2015 - now

  Coffee Specialist

  • Manage member acquisitions and customer inquiries effectively and efficiently, while building brand loyalty, through a complex, fast paced call center environment.• Direct sales support for B2C machines, coffee capsules and accessories.• Provide full technical support for all B2C machines and maintenance service requests.• Meets and exceeds daily and monthly organizational expectations for sales, call quality and documentation.• Outbound calls for Retention, Year End and Spring promotion campaigns. **Achievement - Delight Champion of the SF CRC for the West Coast by submitting and having the most delight ideas for marketing, procedural and website improvements.**Results - My machine spare parts diagram on the website is in test phase. The Lattissima legacy of frother maintenance videos are now posted on our website to educate our customers. Meridian updates are now in a standardized format, emailed to each corresponding coffee specialist.**Achievement - Delight Project Manager for marketing idea submissions.**Results - I researched each idea by running stat reports and data analyzation of movement and follow up codes. The research would prove as support for some ideas to be submitted into test phase, or not supporting the idea. Show less