Analena Thomson
Odessa,FL
Summary
Licensed Insurance professional W836234 with comprehensive understanding of Property and Casualty policies. Proven ability to navigate complex insurance requirements and deliver optimal solutions. Known for fostering teamwork and achieving results .Expertise in underwriting and policy management. Experienced with over ten years handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
13
13
years of professional experience
Work History
Junior Underwriter- P&C
SafePoint Insurance
10.2024 - Current
- Reviewed policy documents for accuracy and compliance with regulatory standards.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Processed underwriting documentation efficiently, ensuring compliance with regulations and company policies.
- Consistently met or exceeded performance targets by effectively managing daily workload and adhering to strict deadlines.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Analyzed insurance applications to assess risk and determine coverage eligibility.
Insurance Professional - Sales and Service III
USSA
03.2022 - 01.2023
- Risk Assessment, Risk Analysis, Fraud Detection.
- Policy Analysis, Policy Documentation, Knowledge of Insurance Policies
- Educated clients on insurance products and tailored coverage to meet individual needs.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Cross-sold insurance products to existing clients to reach sales targets.
Senior Customer Service Representative
Capital One
08.2019 - 01.2020
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
Customer Service Representative
Innosource Inc. - Progressive
06.2019 - 08.2019
- Managed customer relations through daily communication and interaction.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Educated customers about billing, payment processing
- Provided basic technical support for clients with mobile app
- Resolved policy issues over phone with customers
- Educated customers on product and service details and information.
- Responded to customer concerns about their coverage
Dispatch Lead
Kablelink Communications LLC
09.2014 - 06.2019
- Inbound 200-300 calls and outbound 150-200 calls a day.
- Addressed and resolved customer complaints with empathy.
- Defused angry customers situations calmly when needed.
- Scheduled customer appointments.
- Motivated team members to increase quality of work.
- Identified and solved technical issues.
- Efficient with multi-tasking.
- Proficient in Microsoft and computers.
- Active listening skills.
Crew
Jersey Mike's Subs
09.2013 - 10.2014
- Establish great customer interaction skills.
- Accuracy with customer orders and requests.
- High volume production capability.
- Dependable Internship- call center.
USF Federal Credit Union
05.2013 - 09.2013
- Developed links for company's website to help customers access information they needed faster.
- Kept calls under six minutes or less also helped team keep phone queue hold times under three minutes.
- Provide Customers information about billing and their accounts.
- Educated customers about company's services.
- Opened at least three-four new customers accounts a day Through this short internship I gained a lot of customer service experience and how to work as a team to achieve the company's mission and vision.
Education
High School Diploma -
Chamberlain High School
Tampa, FL2015
Skills
- Computer proficient
- Problem-solving
- Communication
- Microsoft Office
- Goal-oriented
- Active listening skills
- People-oriented
- Customer-oriented
- Quick learner
- Empathy
- Quality assurance
- Complaint resolution
- Payment handling
- Customer support
- Service recommendations
- Call center experience
- Problem resolution
- Customer service
- Policy review
- Attention to detail
- Insurance terminology
- Decision-making
- Coverage determination
- Policy changes
- Underwriting
- Policy adjustment
- Multitasking
- Problem-solving abilities
Timeline
Junior Underwriter- P&C
SafePoint Insurance
10.2024 - Current
Insurance Professional - Sales and Service III
USSA
03.2022 - 01.2023
Senior Customer Service Representative
Capital One
08.2019 - 01.2020
Customer Service Representative
Innosource Inc. - Progressive
06.2019 - 08.2019
Dispatch Lead
Kablelink Communications LLC
09.2014 - 06.2019
Crew
Jersey Mike's Subs
09.2013 - 10.2014
USF Federal Credit Union
05.2013 - 09.2013
High School Diploma -
Chamberlain High School