Summary
Overview
Work History
Education
Skills
Timeline
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Dedra Clay

Denison,TX

Summary

Experienced and dedicated insurance professional with over 25 years in customer service and client relations roles within the insurance sector. Collaborative team player with a strong work ethic and a history of expanding and retaining a robust client base. Committed to maintaining high levels of customer satisfaction and supporting organizational goals. Effective communicator with a passion for relationship management and partnership development. Analytical and resourceful, adept at addressing complex customer inquiries and issues. Skilled at managing multiple priorities while ensuring accuracy and quality in a fast-paced environment.

Overview

31
31
years of professional experience

Work History

Underwriting Service Assistant Team Resource

State Farm
05.2025 - Current
  • Creates user-friendly templates for associates to simplify processes, reduce errors, and boost productivity.
  • Facilitates and leads engaging team huddles for four teams by organizing content, generating ideas, and providing guidance to help members understand and master complex tasks.
  • Conducts side-by-side peer training and mentoring to facilitate hands-on learning, skill development, and improved individual performance.
  • As part of the Development Ambassadors Committee, I foster team members’ understanding of both agency and underwriting processes, by providing cross-functional expertise and improving collaboration and workflow efficiency between departments.


Underwriting Service Assistant

State Farm
10.2023 - Current
  • Accurately enter auto insurance production data, review related documents, collaborate to resolve discrepancies, and support process improvements while maintaining error out percentages of 1-3%.
  • Assisted colleagues in resolving complex cases as a member of the Puzzle Prodigy Committee by simplifying procedures into clear, actionable steps, enabling associates to more easily understand concepts and perform tasks accurately.
  • Assist peers in resolving complex cases and troubleshooting technical issues by providing guidance, mentoring new employees, and facilitating knowledge-sharing sessions, helping team members improve productivity and successfully pass their observations.
  • Served on the Fun Spirit Recognition Committee to promote employee engagement and boost workplace morale.

Customer Service Manager

State Farm Agency
06.1994 - 09.2023
  • Provide remarkable customer service to new and longstanding customers by attending closely to their concerns and developing solutions.
  • Quote, sell and bind various types of insurance policies to individuals including Auto, Fire, Life and Health.
  • Respond to inquiries regarding insurance availability, policy changes, transfers, claims submission, billing clarification, payment plans and procedures.
  • Achieved a 90% success rate at customer retention by building rapport, driving service, product benefits, and recommendations around client’s needs.
  • Successful at de-escalating problematic customer concerns and complaints, maintaining a calm and friendly manner, fast tracking them for problem resolution and positive results without involving agency management.
  • Successful at assessing customer account information to determine current issues, assess risks, and offer potential solutions

Education

Bachelor of Arts - Sociology

Southeastern Oklahoma State University
Durant, OK
05-1994

Skills

  • Proficient in maintaining organized and precise work environments
  • Effective problem resolution
  • Effective communication skills
  • Collaborative teamwork
  • Insurance proficiency
  • Data processing

Timeline

Underwriting Service Assistant Team Resource

State Farm
05.2025 - Current

Underwriting Service Assistant

State Farm
10.2023 - Current

Customer Service Manager

State Farm Agency
06.1994 - 09.2023

Bachelor of Arts - Sociology

Southeastern Oklahoma State University

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