ALMA CABRALES
Chicago
Summary
Senior call center chat specialist with proven ability to increase customer retention by 20%. Expertise in conflict resolution and contract management, utilizing strong communication skills to deliver exceptional service. Over 25 years of experience in customer service, enhancing team collaboration and customer satisfaction through bilingual capabilities.
Overview
27
27
years of professional experience
Work History
Senior Call Center Chat Specialist
Allstate Life Insurance
Northbrook
06.2021 - 12.2025
- Handled multiple live chat sessions simultaneously using live chat software, employing canned responses to streamline communication and prioritizing inquiries for efficient resolution
- Accomplished prior duties and assumed new responsibilities as a senior call center chat specialist.
- Accepted the responsibility of coaching and trained new employees, providing high-quality support, and product knowledge
- Collaborated with team members to achieve shared goals, enhancing overall team performance and customer service quality
- Delivered customer support for insurance inquiries at Allstate Life Insurance Company
- Processed payments, managed AutoPay, viewed payment schedules, quoted reinstatements, and implemented contract changes to ensure compliance and customer satisfaction
Customer Service Chat Specialist
Allstate Life Insurance
Northbrook
06.2020 - 12.2025
- Delivered real-time chat support to insurance agents for policy inquiries and customer servicing needs, enhancing agent response capabilities
- Resolved complex policy issues through thorough research, ensuring accuracy and efficiency in customer service
- Managed agent-facing and customer-facing inquiries while upholding compliance standards, reinforcing trust in service quality
- Documented all interactions using internal policy administration systems
- Continued to manage prior duties while assuming new responsibilities as a customer service chat specialist
- Allstate Life Insurance Company
Call Center Customer Service Senior Contract Change Associate
Allstate Life Insurance
Northbrook
11.2015 - 06.2020
- Assisted customers with billing, policy status, and coverage questions to enhance customer satisfaction and retention
- Processed contract changes, reinstatements, and policy updates to maintain customer policy integrity
- Ensured accuracy and compliance with state insurance regulations to safeguard company and customer interests
- Continued to manage prior duties while assuming new responsibilities as a contract Change associate
- Allstate Life Insurance Company
Call Center Contact Retention Staff Policy Document Specialist
Allstate Life Insurance
Northbrook
07.2012 - 11.2015
- Leveraged Salesforce to enhance communication, contributing to a 20% increase in customer retention
- Met and exceeded retention performance metrics and quality standards
- Utilized active listening and empathy to effectively address customer concerns and retain policies
- Handled inbound calls from customers considering policy cancellation, identified core reasons, and offered tailored solutions to adjust coverage and find affordable plans
- Allstate Life Insurance Company
Call Center Contact Sales Specialist
Allstate Life Insurance
Northbrook
06.2004 - 07.2012
- Licensed P&C Agent with 5+ years leveraging deep product knowledge in life, health, and commercial lines to drive sales and retention, consistently exceeding targets by 15%
- Conducted scripted sales calls, ensuring compliance with regulatory requirements to maintain quality standards
- Recorded and documented sales conversations per company guidelines
- Processed 50+ life credit protection insurance applications weekly, ensuring accuracy and contributing to customer satisfaction
- Managed tasks while assuming additional responsibilities as a contact center sales specialist.
- Allstate Life Insurance Company
Call Center Customer Service Representative
Allstate Life Insurance
Northbrook
04.1999 - 06.2004
- Answered 100+ inbound customer calls daily, ensuring prompt resolution of inquiries
- Simplified complex technical and regulatory procedures for customers, enhancing understanding and compliance
- Logged key details like date, time, customer info, issue, actions taken, and follow-ups in a centralized system for consistency, personalization, and issue resolution
- Processed insurance payments and credit card transactions, contributing to accurate account management
- Worked at Allstate Life Insurance Company in a customer service role
Education
High School Diploma -
William H. Wells Community Academy High School
Chicago06-1994
Skills
- Call center operations
- Customer account management
- Client relationship management
- Customer retention
- Service level agreements
- Bilingual support
- Product and service knowledge
- Data entry
- Microsoft Office Suite
- Email communication
- Typing proficiency
- Problem solving
- Conflict resolution
- Time management
- Team collaboration
- Communication skills
- Research skills
Volunteer Experience
Community Outreach Church Kingdom Of Faith Ministries, Stocking shelves, Coordinating food donations, Organizing bi-weekly community dinners serving about 20 guests
Key Skills And Expertise
- Servicing life insurance policies (Whole Life, Term Life, Universal Life, and Insurance Riders)
- Beneficiary, Retention, Ownership and contract changes
- Data entry
- Emailing
- Typing
- Chat
Languages
English
Professional
Spanish
Professional
Timeline
Senior Call Center Chat Specialist
Allstate Life Insurance
06.2021 - 12.2025
Customer Service Chat Specialist
Allstate Life Insurance
06.2020 - 12.2025
Call Center Customer Service Senior Contract Change Associate
Allstate Life Insurance
11.2015 - 06.2020
Call Center Contact Retention Staff Policy Document Specialist
Allstate Life Insurance
07.2012 - 11.2015
Call Center Contact Sales Specialist
Allstate Life Insurance
06.2004 - 07.2012
Call Center Customer Service Representative
Allstate Life Insurance
04.1999 - 06.2004
High School Diploma -
William H. Wells Community Academy High School