Summary
Overview
Work History
Education
Skills
Timeline
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Amy Jones

Customer Service Assistant
Newark,OH

Summary

Results-driven customer service representative with extensive experience in policy processing, team leadership, and training development. Known for effective communication and creative problem-solving skills, consistently enhancing team performance and customer satisfaction.

Overview

29
29
years of professional experience

Work History

Customer Service Representative

State Farm
Bloomington, Illinois
12.1996 - 09.2025
  • Life Insurance Values department. Processed disbursements on life insurance policies. Explained how dividends and loans on life insurance policies worked. Ran illustrations for agents and their staff members. Processed outgoing 1035 Exchanges.
  • Engaged in a pilot program for the GPS-Guided Processing System, aimed at streamlining disbursement processes.
  • Led a team in the department. Assisted co-workers with work processing.
  • The Values department was absorbed into the Lie Response Center (LRC) where I remained a team lead and trainer. Helped with supervisor escalations, quality reviews and training.
  • Worked with other divisions under the Life Insurance umbrella with service-related issues and complaints.
  • Transferred to the Life/Health Compliance Department. I was responsible for responding to Life Insurance Subpoenas, IRS Summons, Garnishments and assisting with DOI (Department of Insurance Complaints)

Education

High School Diploma -

Utica High School
Utica, Ohio
06-1993

Skills

  • Customer service
  • Customer relationship management
  • Team leadership
  • Attention to detail
  • Process improvement
  • Conflict resolution
  • Training
  • Coordination
  • Time management
  • Decision-making
  • Adaptability
  • Effective communication
  • Team collaboration
  • Team leadership
  • Creative problem solving
  • Critical thinking
  • Administrative support
  • Data entry
  • High-energy attitude
  • Empathy
  • High-energy attitude
  • Team collaboration

Timeline

Customer Service Representative

State Farm
12.1996 - 09.2025

High School Diploma -

Utica High School
Amy JonesCustomer Service Assistant