Liz Zavala

Experience

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  AIS | Auto Insurance Specialists

  Nov 2009 - Jan 2012

  Sales Representative

  Learn new skills and processes quickly, consistency in meeting and exceeding goals, Worked independently to meet established sales and productivity quotasProficient with Winning Edge Sales Process and persuading potential clients• Became familiar with over 30 different insurance companies; Researched specific companies to broaden knowledge in an effort to place clients with best company for clients’ needsWorked independently to meet established sales and productivity quotas Possess broad-based knowledge of insurance companies and guidelines • Ability to meet and surpass goal of cross selling other lines of insurance such as home, motorcycle, watercraft, and roadside assistanceProficient with Winning Edge Sales Process and persuading potential clients Show less

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  AIS | Auto Insurance Specialists

  Nov 2012 - May 2015

  Office Manager

  Managed business and office operations for insurance broker; worked directly with executives and sales staff to manage calendar, coordinated day-to-day operations, and led ongoing operational improvements; officially recognized for improving office rank from last to 1st out of 15 in overall sales and service scores. Led team of 7 customer service and sales personnel, revamped training manual for each position, provided training and mentoring, reviewed deliverables, and provided actionable feedback with areas of improvement. Supported new hire and onboarding processes, ensured all required paperwork was present, led new employee orientation, and monitored progress for first few weeks of employment. Developed and delivered trainings to new personnel, focused on transaction processes, needed forms, required disclosures, compliance, vendor relations, and contract management. Championed performance management actions, held ongoing 1:1 meetings with staff, established weekly, monthly, and quarterly performance goals, identified areas of sales and service improvement, and provided additional support and mentorship. Developed and launched new employee accountability and performance incentive program, audited sales, service, and process KPI’s to identify areas of improvement, crafted specific training to address knowledge gaps, and outlined new approval and escalation workflow to ensure accuracy of work, data, and information.Led implementation of company mandated programs, developed action plans, and instructed associates on new operational and organizational objectives; programs included increasing sales, raising data quality standards, and improving customer retention. Show less

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  SeaWorld Parks & Entertainment

  Jun 2015 - Oct 2015

  Education and Conservation Department Narrator

  Led educational presentations across 12 animal exhibits within the park to large groups; memorized complex scripts with park and animal facts, answered related questions from guests, and partnered with animal handlers to ensure safe and enjoyable experiences; asked by management to lead tours with educational groups due to public speaking skills, comfortability in dynamic situations, and gave educational talks to groups of up to 100 people.

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  FTD Companies Inc

  Jan 2016 - May 2016

  Customer Service Specialist

  Answered 10 customer service and order entry calls per hour, assisted customers with order issues, questions, and concerns, and leveraged customer database to enter, track, and update orders and related information. Led outreach to local florists to coordinate order fulfillment, negotiated prices and discounts, and ensured timely delivery and product quality.

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  Parkway Bowl and Boardwalk Amusement Center

  Nov 2016 - May 2017

  Event Coordinator/Community Outreach Coordinator

  • Develop new marketing programs and packages in order to create new lines of income• Outreach to 100’s of school within San Diego County to increase field trip revenues • Create flyers, emails, and social media ads and updates for marketing• Take all incoming calls and emails with questions about events, food, and fundraising• Increased overall Holiday revenue by 50% with a 77% increase in buffets• Created and implemented a training system for new buffet hires with visual aids Show less

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  GEICO

  Feb 2021 - Oct 2022

  Led inbound sales calls, recognized for high call to close ratio, outstanding Quality sales on graded calls, and meeting time requirements for activity on calls; asked by management to serve as company representatives at multiple community events, engaged public, and helped improve sales and customer retention metrics. Resolved over 60 policy issue calls daily, communicated with current policyholders and provide expert insurance advice, addressed policy questions, reviewed policies to suggest additional coverage and services, developed alternative solutions, and coordinated paperwork and key info for delivery to DMV and financial stakeholders.Currently managing caseloads of bodily injury, property damage, and auto liability claims daily, maintaining total organization, administration, and tracking of all claims, actions, and correspondence.Review insurance policies and coverages for each case and claimants, analyze and apply exposure to fulfill obligations to policyholder, and lead investigation process, collect all needed documentation from involved parties, interview policyholders, claimants, body shops, and attorneys, and record all findings.Work with all involved parties throughout duration of investigation, guide policyholders through the claim process, lead constant communication via phone and email, and provide accurate and timely updates to progress. Evaluate customer claims, review all collected evidence, and develop comprehensive conclusions for delivery to management; able to efficiently resolve claims within quick timeframes while adhering to established company procedures and guidelines to negotiate claim payouts with agreeable and positive settlements Asked by management to contribute to multiple special projects, partnered with other insurance companies to review claims reports and retrieve money owed, and served as member of Associate Engagement Committee to coordinate events and contests for Sales Associates. Show less Led 20 Service Agents through extensive training program; oversaw group and one-on-one sessions on effective sales, cross-selling, customer service, handling difficult customers, insurance compliance, and operations workflows. Commended by leadership for onboarding and improving impact of call center team, improving cross-sales by 187%, and propelling team from 30th place to 8th place in department while promoting two Agents into management; received perfect feedback scores from training attendees and 97% performance score from management.Provided real time feedback, audited sales calls and identified areas of improvement, worked 1 on 1 with Agents to improve customer service and sales skills, and leveraged trends and data to develop new role playing scenarios, group trainings, and quick reference guides to deal with escalated issues related to price increases, coverages, discounts, and underwriting issues. Show less

  • Claims Adjuster, Customer Service Coach, Sales Representative

    May 2017 - Oct 2022

  • Service Coach and Transition Specialist

    Feb 2021 - Aug 2021
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  Gallagher

  Oct 2022 - now

  Customer Service Manager