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MONICA ANAHI CAZARES
Bilingual Professional
Apodaca
Work Preference
Summary
Remote-Bilingual Sales Producer / Customer Service driving policy sales, retention, and client education through consultative selling in English and Spanish and completing 5–10 client reviews per week. Converts 15–25 policies per month from inbound and outbound leads into active policies, maintains a 40% close ratio, and prepares accurate quotes, endorsements, and policy documentation. Strengthens customer trust by reviewing coverage gaps, explaining benefits and deductibles, and resolving 20–40 service cases per month promptly.
Overview
2
2
Languages
2
2
Certificates
16
16
years of professional experience
Work History
Remote-Bilingual Sales producer/ Customer service
The Winkfield Agency
remote
05.2025 - 07.2026
- Converting inbound and outbound leads into active policies using consultative, value-based sales strategies.
- Achieved 40% close ratio by quickly identifying needs and presenting tailored solutions.
- Communicate coverage options clearly in English and Spanish to support confident client decisions.
- Deliver exceptional bilingual customer service, resolving questions and policy concerns promptly.
- Conduct policy reviews to identify coverage gaps and recommend appropriate upgrades.
- Established long-term client relationships that contributed to high retention rates.
- Process endorsements, cancellations, reinstatements, and billing updates with accuracy.
- Educate insureds on coverage benefits, exclusions, deductibles, and risk-management strategies.
- Developed and executed strategic sales plans to drive revenue growth.
- Implemented process improvements that streamlined sales operations and increased efficiency.
- Developed customized insurance solutions to meet diverse client needs and enhance satisfaction.
- Cultivated strong client relationships through effective communication and personalized service strategies.
Remote-Claims Service Representative
LifeCare Assurance Company
remote
08.2023 - 11.2024
- Answering a high volume of inbound calls and responding to emails
- Handled customer inquiries over the phone to provide timely support
- Handle customer inquiries over the phone
- Handled claims status calls.
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Route calls to appropriate resources
- Documented all calls following standard operating procedures to ensure accurate record-keeping
- Resolved customer inquiries promptly, enhancing client satisfaction and retention rates.
Remote-Member Support Specialist
Branch Insurance
remote
01.2022 - 06.2023
- Answering a high volume of inbound calls and responding to emails
- Handled customer inquiries over phone and email, providing accurate information and support
- Spanish line for member support
- Member of the Hispanic BRG
- Handled claims status calls.
- First call resolution focused
- Provide customers with product and service information
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Followed up on customer calls to resolve outstanding issues and enhance member satisfaction
- Research required information using available resources
- Sr. Claims support specialist
- Provided exceptional customer support through effective communication and problem-solving techniques.
Producer
Headstart Warranty Group
Addison , TX
04.2021 - 12.2021
- Led cross-functional teams to develop and implement production schedules, optimizing workflow efficiency.
- Provided claims support by addressing customer inquiries and resolving issues efficiently.
- Processed first notice of loss for warranty claims, ensuring timely response and customer satisfaction.
- Handled claims support calls
- Managed project budgets and timelines to align with organizational goals while optimizing resource allocation.
Bilingual Claims Adjustor
Wellington Insurance
10.2019 - 04.2021
- Assessed 7-10 claims weekly by accurately determining coverage, delivering innovative customer service, and consistently adhering to general insurance code of practice.
- Developed account management strategies to identify optimal timeframes, respond quickly to customer queries, and research solutions for effective claims management.
- Proactively addressed fraud & salvage by applying claims policies & procedures.
- Collaborated with brokers, underwriters, and compliance department to ensure timely responses to inquiries and escalations.
- Tracked client interactions with insureds and providers, maintaining clear documentation through image right and XACT analysis.
- Maintained clear documentation of client interactions by tracking contact with insureds, providers with loss, and utilizing image right & XACT analysis.
- Leveraged AS400 to facilitate payments involving claims cost and service provider fees.
Bilingual Sales Service Representative
Allstate Insurance
fort worth, TX
03.2010 - 10.2019
- Applied unique sales strategies by reliably exceeding personal/customer service team revenue goals and call handling targets.
- Executed effective prospecting strategies by researching new leads, conducting creative outreach, and cross-selling company products.
- Managed documentation by organizing customer interactions and streamlining account processes.
- Utilized multi-tasking skills to properly manage high-volume incoming calls, provide accurate/prompt responses, and deliver accurate quotes.
- Executed prospecting strategies through research on new leads, creative outreach, and cross-selling of company products.
- Managed high-volume incoming calls while providing accurate responses and delivering timely quotes.
- Managed bilingual customer inquiries, ensuring clarity and satisfaction in both languages.
Education
Spanish-B2-C1 - Spanish
Emmersion
Emmersion 05.2001 -
Small Business Management And Entrepreneurship - Business Administration And Management
Tarrant County Community College
Fort Worth 05.2001 -
Skills
Customer service
Process improvement
Policy documentation
CRM records management
Account management
Team leadership
Insurance sales
Client retention
Consultative selling
Needs analysis
Bilingual sales presentation
Commission tracking
Pipeline management
Quote preparation
State insurance licensing
Property and casualty insurance
Underwriting guidelines
Certification
General Lines P&C License
Software
Google Workspace
Microsoft Teams
Slack
Zoom
SAP S/4HANA
IBM System i AS400
HubSpot
IPipeline
Zoho
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Remote-Bilingual Sales producer/ Customer service
The Winkfield Agency
05.2025 - 07.2026
Remote-Claims Service Representative
LifeCare Assurance Company
08.2023 - 11.2024
Remote-Member Support Specialist
Branch Insurance
01.2022 - 06.2023
Producer
Headstart Warranty Group
04.2021 - 12.2021
Bilingual Claims Adjustor
Wellington Insurance
10.2019 - 04.2021
Life, Accident, Health, and HMO
10-2012
Bilingual Sales Service Representative
Allstate Insurance
03.2010 - 10.2019
General Lines P&C License
07-2009
Spanish-B2-C1 - Spanish
Emmersion
05.2001 -
Small Business Management And Entrepreneurship - Business Administration And Management
Tarrant County Community College
05.2001 -