1. LISA ACEVEDO
Round Lake Beach, Illinois 60073 | 847-363-5685 | joy999ful9@yahoo.com
OBJECTIVE
A position as a Service Specialist or Lead with a Company where my experience and education will
allow me to have an immediate impact on the company while continuing to expand my knowledge of
business operations.
SUMMARY
Successful Insurance and Office Management background
Experience managing up to 15 direct reports in a fast-paced environment
Consistently increase client retention by accurately servicing 4700 client policies
EXPERIENCE
Chap Waters State Farm Agency, Lake Forest, Illinois
LICENSED INSURANCE PRODUCER/SERVICE OFFICE MANAGER February 2005 – Current
• Specialize in exceeding existing client account needs by providing policy administration,
renewal preparation, prompt answers to policy and billing questions and processing claim
submissions.
• Meet with customers to review current policies, cross-sell and write new policies to ensure
complete insurance portfolios are achieved.
• Establish new customer relationships through education of policy terms and options in order to
bind policies.
Broadspire TPA (Formerly Kemper Insurance), Vernon Hills, Illinois 1994 – 2004
TELEPLUS SERVICES SUPERVISOR (2000 – 2004)
• Managed 15 direct reports in a call center environment through coaching, monitoring, and
training.
• Directed entire claim intake staff while manning the Command Center. This involved controlling
the work flow in Symposium, answering questions, investigating problems, and handling
customer issues.
• Performed daily responsibilities such as: entering phone stats, handling employee performance
issues, interviewing, corresponding to e-mails, scheduling, attending and holding meetings,
creating agendas, counseling, processing payroll sheets, administering warnings and
performance reviews, accessing INOVA, using IDVR, and completing projects.
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2. TELEPLUS DEPARTMENT TRAINER (1998 – 2000)
• Trained new employees to perform the duties of a Call Center Representative. Training involved
showing them how to do the following; identify lines of insurance, properly speak to the clients,
answer a wide range of commonly asked questions, navigate through the claim entry software,
use Lotus Notes, operate phones, read the queue board, send faxes, make copies, use basic
Word, use basic Excel, and fill out interoffice forms.
• Developed re-training programs, conducted the classes, and wrote training materials.
TELEPLUS DEPARTMENT SCHEDULER (1996 – 1998)
• Determined schedules of 100 employees with scheduling software.
• Approved or denied vacation requests.
• Developed and administered scheduling guidelines.
TELEPLUS CALL CENTER REPRESENTATIVE (1994 – 1996)
• Answered incoming calls, and entered claim information for all lines of insurance.
Journey’s End Restaurant, Mundelein, Illinois
TRAINER, WAITRESS & HOSTESS 2004 – 2008/1987 – 1999
LICENSE & EDUCATION
Illinois Insurance Producer Licensed in Auto, Property, Life & Health
Eastern Illinois University, Charleston, Illinois
Bachelor of Science
Major: Recreation Administration
SKILLS
Microsoft Outlook, Excel, PowerPoint & Word
Adobe Acrobat
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