Yesenia Castro
Chicago
Summary
Dedicated customer service professional and licensed insurance agent with over 12 years of experience in insurance sales, claims assistance, billing support, and customer relations. Proven ability to enhance customer satisfaction through strong communication, problem-solving, and personalized service. Skilled in handling claims, coordinating with underwriting teams, resolving customer concerns, and maintaining long-term client relationships. Recognized for multitasking abilities, attention to detail, and commitment to delivering efficient client-focused solutions.
Overview
13
13
years of professional experience
Work History
Billing Specialist
InsuredASAP
Worth
11.2025 - 05.2026
- Assisted customers with billing inquiries, payments, and account updates
- Performed administrative and customer support duties to ensure smooth daily operations
- Resolved customer concerns efficiently while maintaining excellent service standards
- Supported office staff with documentation, communication, and client assistance
Claims Representative
American Alliance Casualty Compan
Des Plaines
10.2024 - 08.2025
- Assisted customers and legal representatives with insurance claims and documentation
- Addressed customer inquiries while maintaining accurate records and timely follow-ups
- Distributed claim-related documents through multiple communication channels
- Directed calls to appropriate departments to improve workflow and customer satisfaction
- Maintained updated customer information to improve communication and service efficiency
Insurance Agent
Oxford Auto Insurance
Evergreen Park
05.2019 - 04.2024
- Sold vehicle insurance policies tailored to customer needs and budgets
- Worked with 14 insurance carriers to secure the best coverage options for clients
- Conducted outbound calls to engage potential clients and increase sales opportunities
- Calculated insurance rates and obtained underwriting approval for immediate coverage
- Maintained strong client relationships through personalized customer service and follow-ups
- Resolved client complaints promptly to maintain trust and satisfaction
- Increased policy retention through proactive communication and policy reviews
Receptionist
Northwest Insurance
Chicago
09.2015 - 01.2019
- Managed multi-line phone systems and directed calls efficiently
- Coordinated incoming and outgoing mail distribution
- Assisted with office correspondence and document preparation
- Maintained a welcoming and professional environment for clients and visitors
- Supported office operations by organizing schedules and administrative tasks
Insurance Agent
Loya Insurance
Chicago
06.2013 - 09.2015
- Streamlined client onboarding processes to improve satisfaction and reduce processing time
- Coordinated with underwriting teams for fast policy approvals and improved service delivery
- Analyzed client needs to recommend appropriate coverage options
- Maintained accurate client records and policy updates
- Provided personalized customer support and follow-up services to improve retention
Skills
- Policy writing
- Insurance underwriting
- Claims processing
- Risk assessment
- Sales strategy
- Customer relationship management
- Problem solving
- Customer Service
- Insurance Sales
- Claims Assistance
- Billing Support
- Client Relationship Management
- Cold Calling
- Communication Skills
- Problem Solving
- Customer Retention
- Policy Servicing
- Data Entry & Record Keeping
- Multitasking
- Team Collaboration
- Decision Making
- Service Excellence
Timeline
Billing Specialist
InsuredASAP
11.2025 - 05.2026
Claims Representative
American Alliance Casualty Compan
10.2024 - 08.2025
Insurance Agent
Oxford Auto Insurance
05.2019 - 04.2024
Receptionist
Northwest Insurance
09.2015 - 01.2019
Insurance Agent
Loya Insurance
06.2013 - 09.2015