Anthony Johnson
Little Elm,Texas
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Auto Claims Adjuster- LDP
GEICO
06.2025 - 08.2025
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
Customer Service Representative
AXS/AEG
11.2024 - 06.2025
- Managed well over 50 calls daily, reducing response time and improving service quality.
- Collaborated with other team departments to help streamline processes, leading to measurable improvements.
- Provided detailed feedback to management, contributing to service enhancements.
- Handled complex customer inquiries, driving noticeable results in satisfaction scores and fostering long-term loyalty.
- Resolved customer queries efficiently, enhancing satisfaction and retention.
Customer Onboarding Specialist
Reprise Financial
03.2022 - 10.2024
- Generated over $1 million in sales monthly on multiple occasions
- Guided new customers through onboarding, enhancing satisfaction and retention.
- Handled over 50 calls per day to address customer inquiries, concerns.
- Utilized CRM tools to track customer progress, ensuring timely follow-ups.
- Verification responsibilities may include validating identity, address, and social security number, employment, auto insurance, vehicle value, lien and title verification, analyzing proof of income, reviewing loan documents for accuracy and completeness.
- Identify opportunities to increase verification process efficiencies
- Resolved conflicts, negotiated mutually beneficial agreements between parties
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Identify, investigate and/or escalate potential fraud risks
- Provide exceptional service through daily interactions with both internal and external customers
- Maintain thorough knowledge of company policies and procedures, as well as state and federal laws
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Followed all company policies and procedures to deliver quality work
Title Closing Administrator
Mortgage Financial Services
07.2018 - 02.2022
- Completed basic review of all loan files to ensure necessary documentation and data fields were accurate
- Completed verification of employment and insurance
- Responded promptly and answered/resolved customer inquiries, complaints
- Assisted in loan assignments and rush requests
- Work closely with management, team leads, closers, and funding department
- Ordered wires for funding and provided closing documents to customers
- Communicated directly with customers by phone, or electronically
- Responded promptly and answered/resolved customer inquiries, complaints
- Successfully diffuse volatile customer situations
- Created outstanding problem-solving skills
Production Analyst
Loan Depot
06.2015 - 06.2018
- Monitored pipeline to meet daily departmental goals, reviewed borrower documentation, reviewed initial credit decision, initiated the loan set up process to ensure service levels were acceptable to process
- Ordered USPS, property profile, FHA Case Numbers to validate and verify borrower's information
- Reviewed the initial income, credit profile and documentation submitted by loan officer to insure the loan meets product requirements
- Monitor system updates and communicated with management
- Responded promptly and answered/resolved customer inquiries and complaints
- Expertise in investigating, resolving service issues or product problems
- Able to resolve difficult customer situations by listening, using tact, politeness.
Senior Account Manager
Loan Depot
02.2013 - 05.2015
- Communicated directly with customers by phone or electronically
- Worked with Junior Mortgage Bankers regarding the status of different requests
- Successfully resolve volatile customer situations
- Ordered vendor services such as WVOE, VOE, 4506T, payoffs, credit supplements, mortgage clauses, and calculated income
- Worked independently and multi-task without much supervision
- Communicated with different departments to ensure the loan was in compliance, cleared conditions to be submitted for funding
- Met with other team mangers to discuss possible improvements in customer service
- Performed at a productive high level while performing other duties and special projects as required
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
Education
Bachelor of Arts - Education
Ouachita Baptist University
Arkadelphia, AR12.1999
Bachelor of Science - Business Communications
Ouachita Baptist University
Arkadelphia, AR12.1999
Associate of Arts - Communications
Hinds Community College
Raymond, MS05.1995
Skills
- Effective verbal communication
- Proficient in efficient customer service
- Customer dispute handling
- Effective listening
- Effective problem resolution
- Proficient in negotiation tactics
- High energy level
- Compassionate communication
- Patience
- Proactive self-starter
- Excellent Mentor skills
Certification
Texas Insurance License Certificate of Adjuster All Lines
OSHA 30 Certified
Timeline
Auto Claims Adjuster- LDP
GEICO
06.2025 - 08.2025
Customer Service Representative
AXS/AEG
11.2024 - 06.2025
Customer Onboarding Specialist
Reprise Financial
03.2022 - 10.2024
Title Closing Administrator
Mortgage Financial Services
07.2018 - 02.2022
Production Analyst
Loan Depot
06.2015 - 06.2018
Senior Account Manager
Loan Depot
02.2013 - 05.2015
Bachelor of Science - Business Communications
Ouachita Baptist University
Associate of Arts - Communications
Hinds Community College
Bachelor of Arts - Education
Ouachita Baptist University
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