Brandon Jones
Scottsdale,AZ
Summary
Insurance operations leader with a background in AI-enabled support, Zendesk administration, and customer experience improvement. Oversees high-volume service work, resolves complex escalations, and uses data from Looker and CSAT reviews to strengthen workflows with Product, CX, and Data teams. Known for compliant support across 30+ states and consistent quality under pressure.
Overview
1
1
Certification
8
8
years of professional experience
Work History
AI Supervisor | Licensed Homeowners Ops Specialist
Lemonade Insurance Company
Scottsdale, AZ
03.2021 - Current
- Lead support operations across multiple product lines (Property, Pet, Car), using AI tooling (Maya, Zendesk, Looker) to manage 175+ customer tickets daily with a focus on quality, empathy, and speed.
- Collaborated cross-functionally with Product, CX, and Data teams to enhance AI performance and streamline manual interventions, owning workflows and feedback loops for ongoing improvement.
- Spearheaded Leadership Academy project analyzing CSAT detractors across 3 lines of business, providing actionable insights to senior stakeholders, including proposed education solutions and data storytelling.
- Resolved high-level customer escalations while ensuring compliance with state regulations, managing policy adjustments, licensing integrity, and partner support across 30+ U.S. states.
- Assist in training new team members, contributing to calibration sessions, and mentoring initiatives to level up team performance and consistency.
- Consistently achieved top metrics, recognized for exceptional performance, including praise from the CEO for delivering unparalleled customer service and maintaining high-quality standards.
E-commerce Customer Advocate
Square Finance
Scottsdale, AZ
10.2020 - 02.2021
- Exceeded performance and lead conversion metrics by fostering strong client engagement and follow-through, driving revenue growth.
- Provided advanced product and account support for merchants through multi-channel communication (phone, chat, email), enhancing customer satisfaction.
- Collaborated with internal product and engineering teams to diagnose and resolve complex technical issues, improving service reliability.
Patient Support Specialist
Phil Prescription Management Health and Wellness
Scottsdale, AZ
09.2019 - 05.2020
- Streamlined patient communications via ZenDesk and Slack, enhancing turnaround time on prescription fulfillment.
- Facilitated resolution of coverage and prior authorization issues among patients, providers, and insurers.
- Acknowledged for delivering empathy-driven service and maintaining compliance within HIPAA-regulated processes.
Client Care Guide
Oscar Health Insurance
Tempe, AZ
05.2019 - 09.2019
- Ensured compliance with ACA and FFM requirements, facilitating a seamless customer experience.
- Assisted members with billing, claims, and benefit inquiries, enhancing service across multiple state markets.
- Collaborated with cross-functional teams to address escalations, streamlining processes and improving operational efficiency.
Claims Associate
Prudential Financial
Scottsdale, AZ
05.2018 - 05.2019
- Managed 70–90 daily inbound calls, providing support for short- and long-term disability claims, enhancing customer experience.
- Collaborated with cross-department teams to streamline claim processes, positively impacting turnaround times and customer satisfaction.
- Ensured accuracy and compliance across multiple claim systems, upholding strict regulatory standards.
Education
Bachelor of Arts - Business Administration
Arizona Christian University
Phoenix, AZSkills
- AI operations management
- AI performance analysis
- Looker reporting
- Zendesk administration
- CSAT analysis
- Regulatory compliance
- Customer support operations
- OKRs
- KPIs
Certification
- Multi-State Insurance Licenses - Active in Arizona, California, and 30+ states for Property & Casualty
- Leadership Academy Graduate - Lemonade Insurance, 2023, selected for high-potential leadership development within the organization
RECOGNITION & AWARDS
- Leadership Academy Nominee - Lemonade Insurance, 2023, Nominated for exceptional leadership potential and strategic impact; selected to participate in Lemonade's Leadership Academy program.
- Top Quality Award - Prudential Financial, Oct 2018, Recognized as one of the top 3 performers in the office for overall quality and accuracy in client support and claims processing.
- Overtime Commitment Recognition - Prudential Financial, Aug 2018, Commended for consistently going above and beyond expectations by working extensive overtime hours to meet operational needs.
- Leadership Distinction Award - Arizona Christian University, Aug 2014, Honored for leading cross-functional student teams in collaborative education initiatives within the Covenant Education program.
Timeline
AI Supervisor | Licensed Homeowners Ops Specialist
Lemonade Insurance Company
03.2021 - Current
E-commerce Customer Advocate
Square Finance
10.2020 - 02.2021
Patient Support Specialist
Phil Prescription Management Health and Wellness
09.2019 - 05.2020
Client Care Guide
Oscar Health Insurance
05.2019 - 09.2019
Claims Associate
Prudential Financial
05.2018 - 05.2019
Bachelor of Arts - Business Administration
Arizona Christian University