DEANAALI LEWIS
Terry,MS
Summary
8 Year Licensed Insurance Agent with good experience in customer advocacy, fraud investigation, and risk management. Proficient in assessing customer needs, providing personalized insurance solutions, and ensuring regulatory compliance. Experienced in evaluating risks, enhancing customer retention, and process simplification to enhance service efficiency. Excellent in client education, sales methods, and policy administration to ensure business growth and customer satisfaction
Overview
9
9
years of professional experience
1
1
Certification
Work History
Insurance Marketplace Representative
Tivly
08.2022 - Current
- Gather and verifies basic business owner information to determine eligibility for insurance quotes.
- Transfer 30+ calls daily to insurance partners while maintaining a 95% in-call audit score.
- Work within a CRM system to document customer interactions and ensure accurate data entry.
- Engages in customer education by explaining basic policy options and coverage details.
- Identifies high-risk cases and ensures compliance with insurance verification procedures.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Fraud Specialist
Mercury Financial
02.2024 - 08.2024
- Performed discrepancies in financial transactions to detect and avoid fraud.
- Collaborated with security teams to enhance fraud detection, adhering to company policies and regulatory standards.
- Performed analysis of customer reports and detected suspicious trends, working ahead to avoid risks.
- Managed a high call volume, 30 incoming call, processing fraud claims accurately and efficiently while providing outstanding customer service—documented fraud investigations in detail, utilizing multiple systems to monitor and report suspicious activity.
Telephone Phone Interviewer
ABT Associates
07.2023 - 02.2024
- Conducted structured telephone interviews to collect survey data for government and private clients.
- Followed strict scripts and guidelines to ensure accuracy and consistency in data collection.
- Managed high call volumes efficiently and using research protocols.
- Recorded and documented responses accurately into company databases for analysis.
- Maintained professionalism and confidentiality when interacting with diverse respondents.
- Provided quality customer service to earn satisfaction ratings of 100%.
Payroll Department (Customer Service)
Walmart
02.2022 - 07.2023
- Processed payroll inquiries and discrepancies accurately to pay employees.
- Handled sensitive employee data within strict privacy and compliance regulations.
- Provided payroll policy, deduction, and benefits guidance, answering employee questions.
- Handled 60-80 payroll fraud cases daily, submitting evidence to the proper departments to resolve.
- Utilized payroll systems to track and process financial transactions, improving overall payroll accuracy and timeliness.
Lead Sales Associate
Walmart
06.2021 - 02.2022
- Exhibited exceptional customer service by advising customers of product features and assisting them in purchasing decisions.
- Educated and instructed staff on effective sales methods and customer service skills. Facilitated compliance with store procedures and policies and ensured a satisfactory shopping atmosphere.
- Resolved customer 100% complaints in a timely and professional manner, ensuring overall satisfaction.
- Managed inventory records, ensuring product availability and stock level accuracy.
Assistant Manager
Sonic
06.2016 - 09.2021
- Managed day-to-day operations, providing efficient service and adherence to company policies.
- Supervised and guided a team of 8 employees, increasing productivity and performance.
- Implemented operational improvements to streamline processes and increase customer satisfaction.
- Handled customer complaints efficiently, with high service quality standards—managed cash handling, inventory, and scheduling staff to improve business efficiency.
Education
Master of Science - Human Resources Management
Franklin University
Columbus, OH09-2025
Bachelor of Science - Human Resource Management
Franklin University
Columbus, OH09-2024
Associate of Science - Business Administration
Copiah-Lincoln Community College
Wesson, MS07-2021
Skills
- Customer Experience
- Relationship Management
- KPI Analysis
- Product Adoption
- Objection Handling & Persuasion
- Database Management
- Insurance Sales & Cross-Selling
- Underwriting Support
- Policy Quote & Binding
- Claims Assistance
- Regulatory Compliance
- Verint Desktop
- Avaya Phone
- Microsoft Office Suites (Word, Excel, & PowerPoint)
- Customer Relationship Management (CRM)
Certification
- Property & Casualty Insurance License - May 2025
Timeline
Fraud Specialist
Mercury Financial
02.2024 - 08.2024
Telephone Phone Interviewer
ABT Associates
07.2023 - 02.2024
Insurance Marketplace Representative
Tivly
08.2022 - Current
Payroll Department (Customer Service)
Walmart
02.2022 - 07.2023
Lead Sales Associate
Walmart
06.2021 - 02.2022
Assistant Manager
Sonic
06.2016 - 09.2021
Master of Science - Human Resources Management
Franklin University
Bachelor of Science - Human Resource Management
Franklin University
Associate of Science - Business Administration
Copiah-Lincoln Community College
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