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Adrian Valle

@adrianvalle

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Results-oriented professional with 7 years in insurance operations.

Mexico

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What I'm looking for

I am looking for a role that challenges me and allows for professional growth in a dynamic environment.

I am a highly motivated professional with over 7 years of experience in insurance operations, quality assurance, and customer care. My career has been defined by my ability to manage complex operations and develop strategic guidelines that drive team performance and achieve business objectives. I pride myself on fostering strong client relationships and implementing process improvements that enhance efficiency and customer satisfaction.

In my current role as a Personal Lines Underwriting Executive at Kronos Insurance Services, I manage daily operations and oversee the training and development of personnel across multiple agencies. My efforts have significantly enhanced team capabilities and market reach. I have also streamlined underwriting processes and developed comprehensive guidelines for personal auto insurance programs, ensuring alignment with the needs of our clients and insurance carriers.

Previously, I served as an Operations Supervisor at CCSI Call Center Services International, where I led a team of 15 agents, focusing on quality assurance and customer retention. My experience in quality assurance has equipped me with the skills to monitor performance trends and provide constructive feedback, ultimately improving service quality and operational consistency.

Experience

Work history, roles, and key accomplishments

Current

Personal Auto Executive

Current

Kronos Insurance Services, Inc.

Sep 2021 - Present (4 years)

Currently a personal auto insurance executive.

Office 365 Physical Security Workforce Management Software CRM

Current

Personal Lines UW Executive

Current

Kronos Insurance Services, Inc.

May 2021 - Present (4 years 4 months)

Managed daily operations within all Personal Auto operations. Recruited, trained, and continuously developed personnel for over 50 agencies and 120 offices throughout the state of California, enhancing team capabilities and market reach. Cultivated strong customer relationships with both internal and external clients, ensuring high satisfaction.

Leadership Training Customer Relationship Management Underwriting Strategic Planning Process Improvement Compliance

Operations Supervisor

CCSI Call Center Services International

Jan 2020 - Present (5 years 8 months)

Supervised a Customer Care department of 15 agents, fostering a high-performance environment. Monitored live calls to ensure agent adherence to company policy and guidelines, improving service quality. Provided targeted feedback to agents, identifying areas for improvement and guiding corrective actions to meet quality control standards.

Team Leadership Quality Control Performance Monitoring Feedback Reporting Debt Negotiation Customer Retention Operational Consistency Disciplinary Actions

Call Center Agent

CCSI Call Center Services International

Feb 2019 - Present (6 years 7 months)

Successfully collected and negotiated debts with customers. Provided exceptional customer service, consistently achieving 1-call resolution for inquiries and concerns.

Debt Collection Negotiation Customer Service Conflict Resolution Problem Solving Communication Customer Satisfaction Escalation Management

Quality Assurance Specialist

CCSI Call Center Services International

Feb 2018 - Present (7 years 7 months)

Reviewed and scored recorded calls against company guidelines, identifying performance trends. Delivered constructive feedback to agents, highlighting areas for improvement and providing actionable guidance.

Quality Assurance Performance Analysis Feedback Coaching Compliance Process Improvement Communication Data Analysis

Education

Degrees, certifications, and relevant coursework

Microsoft

Certification, Microsoft Office 365

2021 - 2021

Completed a course certification on the Microsoft Office 365 suite. Gained proficiency in various Office applications, enhancing digital literacy and productivity skills.

Universidad Humanitas Campus Tijuana

Bachelor's Degree, Business Administration

2017 - 2021

Studied Business Administration, gaining a comprehensive understanding of business principles and practices. Developed skills in management, operations, and strategic planning relevant to various industries.

Universidad Humanitas

Bachelor in Business Administration, Business School

2015 - 2019

Grade: 3.8

CECYTE High School Villa del Sol

High School Diploma, IT Technician

2014 - 2017

Completed studies as an IT Technician, acquiring foundational knowledge in information technology. Gained practical skills relevant to IT support and technical operations.