Akia May
Crandall
Summary
Detail-oriented insurance professional with experience in policy servicing, client relationship management, and risk evaluation. Proven ability to support account teams, coordinate across departments, and ensure accuracy in documentation and policy administration. Background in underwriting support and licensed insurance sales, with a strong focus on client satisfaction, retention, and operational efficiency.
Overview
10
10
years of professional experience
Work History
Licensed Insurance Agent
Qualfon (USAA Account)
Remote
05.2026 - Current
- Assist USAA members with personal auto and property insurance policy servicing, coverage reviews, and policy maintenance.
- Explain policy coverages, deductibles, endorsements, billing options, and eligibility requirements to policyholders.
- Process policy changes, updates, renewals, and other transactions while maintaining compliance with insurance regulations and company guidelines.
- Research and resolve member inquiries by navigating multiple insurance systems and documenting account activity accurately.
- Deliver customer-focused service while meeting quality, compliance, and performance standards in a high-volume call center environment.
Underwriting Assistant
State Farm
Richardson, TX (Hybrid)
01.2025 - 05.2026
- Reviewed insurance applications for completeness and accuracy to support underwriting decisions.
- Assisted underwriters in evaluating risks and determining appropriate coverage levels.
- Processed policy documentation and ensured compliance with regulatory standards.
- Maintained organized records of underwriting files and correspondence for easy retrieval.
Licensed Insurance Agent
Afni Insurance Services
Remote
07.2024 - 01.2025
- Educated clients on insurance policies and coverage options to meet individual needs.
- Processed policy applications and claims efficiently, ensuring compliance with company standards.
- Assisted customers in understanding policy benefits, enhancing client satisfaction and retention.
- Developed and maintained strong relationships with clients through effective communication and follow-ups.
Career Associate
Ultimate Medical Academy
Remote
02.2023 - 05.2024
- Provided comprehensive career counseling and support to graduates, facilitating successful job placements within the Allied Healthcare sector.
- Guided candidates through the interview process, offering insights into employer expectations and professional conduct.
- Coordinated with employers to oversee the hiring and on-boarding processes, ensuring efficient transition for graduates into their new roles.
Equity Processing Specialist
Navy Federal Credit Union
Remote
11.2021 - 02.2023
- Reviewed financial and legal documentation to assess risk and ensure compliance with lending guidelines
- Analyzed title reports and supporting documents to identify discrepancies and mitigate risk exposure
- Coordinated with internal and external stakeholders to facilitate accurate and timely loan processing
- Maintained detailed documentation to support audits and regulatory requirements
Account Manager
ADT Security
Remote
11.2020 - 11.2021
- Developed and maintained strong client relationships, enhancing customer satisfaction and retention rates.
- Analyzed client needs to provide tailored security solutions, improving service delivery and responsiveness.
- Coordinated cross-functional teams to ensure timely project execution and compliance with industry standards.
- Resolved Tier 2 escalation calls effectively, address service and technical issues while coaching new representatives on customer service best practices.
Customer Service Representative
Verizon Wireless
Remote
02.2019 - 08.2020
- Resolved billing disputes and credit application issues, ensuring customer satisfaction and account accuracy.
- Recommended suitable products and services to customers, enhancing their wireless experience and meeting their needs.
- Processed customer payments for monthly services and new devices, and provided technical support for device-related concerns.
Internet Help Desk
Frontier Communications
Remote
01.2016 - 01.2019
- Assisted customers with technical issues, ensuring timely resolution of network problems through direct support or coordination with field technicians.
- Configured and installed hardware and software for customer devices, and efficiently managed the replacement of defective equipment.
- Informed customers about products and services, contributing to the achievement of monthly sales targets through effective education and engagement.
Education
Associate of Science -
Dallas College
Mesquite, TXLicensed Insurance Producer -
NPN #21287246
Skills
- Account & Client Support
- Document Review & Quality
- Insurance Compliance
- Policy Servicing & Administration
- Cross-Functional Coordination
- Quality Control
Timeline
Licensed Insurance Agent
Qualfon (USAA Account)
05.2026 - Current
Underwriting Assistant
State Farm
01.2025 - 05.2026
Licensed Insurance Agent
Afni Insurance Services
07.2024 - 01.2025
Career Associate
Ultimate Medical Academy
02.2023 - 05.2024
Equity Processing Specialist
Navy Federal Credit Union
11.2021 - 02.2023
Account Manager
ADT Security
11.2020 - 11.2021
Customer Service Representative
Verizon Wireless
02.2019 - 08.2020
Internet Help Desk
Frontier Communications
01.2016 - 01.2019
Associate of Science -
Dallas College
Licensed Insurance Producer -
NPN #21287246