Franklin Calzadilla

I’m an Insurance Advisor with 4 years of experience combining call center customer support and remote/hybrid sales to help prospects and active customers stay covered. I focus on needs assessment, policy issuance and renewals, and proactive follow-up to drive continuity of coverage.

In my current remote/hybrid role, I manage multichannel communications across calls, chats, email, WhatsApp, and social media. I use CRM tools like Salesforce to manage leads, opportunities, cases, and reporting, while maintaining fast response times and strong resolution performance.

My results reflect that approach: I’ve supported about 300 policies/month (issued/renewed), driven CSAT around 90%, and handled roughly 500 daily interactions. I’m especially strong in solution selling, identifying upselling/cross-selling opportunities, and closing with follow-up through closure.

Previously, as a Customer Service Representative, I delivered end-to-end support for complaints, refunds, app/driver issues, routes, and payments—often resolving cases quickly through calls and WhatsApp. Before that, as a Sales Agent at Smartcall, I sold and supported mobile phone plans by handling objections, closing via multichannel communication, and tracking everything in CRM to hit targets.