CONSUELA TERRY NORTON
Jonesboro,Ga.
Summary
Results-driven administrative and customer service professional with over 30 years in insurance operations and client services. Expertise in maintaining accurate documentation, processing confidential information, and resolving discrepancies while delivering outstanding service. Skilled in Microsoft Office Suite and thriving in fast-paced environments, offering strong organizational and analytical capabilities to enhance team performance and operational efficiency.
Overview
18
18
years of professional experience
Work History
Intake Specialist
Project Real Life
06.2020 - Current
- Conducted eligibility assessments and completed client needs analyses to determine appropriate services.
- Coordinate with social workers and counselors to develop individualized service plans.
- Maintain accurate client records and documentation while ensuring confidentiality.
- Ensure compliance with organizational policies and program regulations to uphold service standards.
- Review information for completeness and accuracy.
- Conducted research on local community services and client resources available.
- Analyzed account data, identified discrepancies, and resolved issues to maintain service integrity.
- Utilize Microsoft Office to manage reports, records, and documentation.
Sales & Service Associate
Progressive
02.2019 - Current
- Exceeded monthly sales and customer service goals, enhancing overall customer satisfaction.
- Educate customers on insurance products and coverage options.
- Manage customer accounts and process payments accurately.
- Resolved account issues and facilitated past-due collections, improving account retention.
- Provided outstanding customer service while accurately documenting account activity, ensuring compliance and transparency.
- Maintain compliance with state insurance licensing regulations.
Customer Service Representative / Team Lead
Chime Solutions
01.2016 - 01.2019
- Resolved customer escalations and streamlined daily operations to improve service delivery.
- Monitored calls for quality assurance and regulatory compliance.
- Provided coaching and performance feedback to team members.
- Facilitated recruiting, onboarding, and training processes to enhance team readiness.
- Coordinated payroll approvals, leave requests, and administrative functions to ensure operational efficiency.
Customer Service Representative
American Family Insurance
01.2014 - 01.2016
- Resolved policy questions, billing inquiries, and coverage options to enhance customer understanding and satisfaction.
- Executed payment processing and policy updates to ensure accurate account management.
- Cross-sold insurance products based on customer needs.
- Contributed to agency marketing initiatives while fostering strong customer relationships to drive retention.
Office Representative
State Farm Insurance
01.2013 - 01.2014
- Guided customers through insurance claims process to facilitate timely resolutions.
- Quoted and sold insurance products.
- Handled administrative and customer service tasks to ensure smooth operations.
- Processed premium payments and established payment plans.
- Executed property inspections and ensured accurate documentation for compliance.
Licensed Insurance Agent
Acceptance Insurance
01.2009 - 01.2013
- Prepared detailed insurance quotes for auto and homeowners policies, ensuring compliance with client needs.
- Generated comprehensive reports and maintained accurate customer records to support efficient service delivery.
- Assisted with targeted marketing and customer retention efforts to enhance client engagement.
- Completed income tax returns for clients, ensuring accuracy and compliance with regulations.
- Conducted daily account balancing and coordinated bank deposits to maintain financial accuracy.
- Coordinated staff scheduling and assisted with office operations to enhance workflow efficiency.
Education
Diploma - Court Reporting & Medical Transcription
Brown College
Atlanta, Ga06-2001
Associate Degree Program - Early Childhood Education
Southern Crescent Technical College
Griffin, GASkills
- Client Intake Coordination
- Microsoft Office (Word, Excel, Outlook)
- Administrative Support
- Service Plan Development
- Data quality
- Customer Service Excellence
- Eligibility Assessment
- Information confidentiality
- Problem Solving
- Communication skills
- Time Management
- Team Collaboration
- Compliance & Documentation
Timeline
Intake Specialist
Project Real Life
06.2020 - Current
Sales & Service Associate
Progressive
02.2019 - Current
Customer Service Representative / Team Lead
Chime Solutions
01.2016 - 01.2019
Customer Service Representative
American Family Insurance
01.2014 - 01.2016
Office Representative
State Farm Insurance
01.2013 - 01.2014
Licensed Insurance Agent
Acceptance Insurance
01.2009 - 01.2013
Diploma - Court Reporting & Medical Transcription
Brown College
Associate Degree Program - Early Childhood Education
Southern Crescent Technical College