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Luis
Freelance Customer Service & Policy Support
Contact
Competencies
Demonstrated experience with HawkSoft AMS.
Demonstrated experience with SAP (Integration).
Demonstrated experience with Carrier Portals.
Demonstrated experience with Progressive.
Demonstrated experience with Dairyland.
Education
Languages
Summary
Freelance Customer Service & Policy Support open to new opportunities
Experience
Freelance Customer Service & Policy Support
Handled end-to-end customer support, policy endorsements (motorcycle), and cancellation processing for a US-based insurance agency, utilizing Hawksoft AMS at a 100% proficiency level.. Managed carrier portals for top-tier companies including Progressive, Dairyland, State Farm, and National General to ensure accurate coverage updates.. Took proactive administrative initiative by auditing backend systems to retrieve, organize, and deliver unclosed policy call recordings to the sales optimization team, managing high-volume daily queues.
Legal Assistant / Case Intake Specialist
Acted as the primary liaison between personal injury clients and attorneys, managing active Bodily Injury (BI) cases across Washington and Oregon jurisdictions.. Conducted high-volume client follow-up calls to track medical treatment progress, gather updated case details, and maintain high client engagement and trust.. Communicated directly with third-party insurance carriers to request case updates, policy limit verifications, and claim documentation.. Streamlined internal legal workflows by updating Case Management Systems (CMS) with accurate notes, ensuring seamless information flow for senior attorneys.
Billing & Settlements Associate
Optimized payment cycles for the US-based company Bridgeway Logistics, managing end-to-end financial operations for carriers and stakeholders.
Sales development representative
Identified corporate opportunities for time and attendance management software, presenting automated workforce solutions for tracking check-ins, check-outs, and lateness.. Increased conversion rates and generated qualified business meetings through cold outreach strategies and continuous follow-up to secure a steady pipeline.. Presented the platform's technical viability and its seamless integration capabilities with multiple corporate systems and SAP modules.
Non-Licensed Agent & Customer service
Expertly managed high-volume support during natural disasters, guiding clients through damage reporting and policy coverage under high-pressure conditions.
Junior Assitance Coordinator
Coordinated international travel insurance services for a global client base, managing both medical emergencies and general assistance (logistics, lost luggage, and legal support) across non-Spanish-speaking territories.. Selected for a transition from the Front Office team (initial intake and policy analysis) to the Backoffice Express team, focusing on continuous follow-up and the resolution of high-complexity cases.