Devontay Horton
Anna,TX
Summary
Performance-driven insurance and customer retention professional with over a decade of corporate and client-facing experience. Proven expertise in policy interpretation, de-escalating high-tension customer situations, resolving complex inquiries, and managing sensitive account operations. Skilled at balancing strict regulatory guidelines with empathetic, solution-focused communication to protect company assets and drive retention. Actively expanding formal credentials in commercial and property insurance, well-equipped to transition core strengths into auto injury claims investigation and resolution.
Overview
14
14
years of professional experience
Work History
Customer Service & Policy Retention Specialist
Globe Life / Torchmark Corporation
McKinney, TX
02.2016 - Current
- Manage high-volume inbound and escalated calls, resolving complex client disputes and policyholder concerns with empathy and precision.
- Analyze and explain intricate policy provisions, terms, and coverage options to policyholders, ensuring total clarity and legal compliance.
- Negotiated policy terms and presented structured retention options, effectively conserving business and preventing cancellations.
- Maintained accurate case records and updated customer profiles while processing secure financial transactions and deferred payment schedules to ensure compliance and customer satisfaction.
- Utilized Microsoft Excel and internal databases to track client communications and reconcile account data, ensuring accurate monitoring of policy statuses.
Project Specialist / Sales Associate
The Home Depot
McKinney, TX
02.2014 - 03.2016
- Coordinated vendor meetings and managed product project planning to enhance customer satisfaction and drive revenue.
- Trained and mentored new team members on product standards and safety compliance, ensuring adherence to procedures.
- Maintained inventory and operational logs across multiple store departments for efficient stock management.
Customer Service / Specialist (SPS)
Ross Stores, Inc.
McKinney, TX
08.2012 - 03.2014
- Resolved customer disputes and processed transactions while adhering to return policies and financial guidelines to maintain customer satisfaction.
- Supervised floor operations and trained incoming associates to ensure efficient register balancing and operational readiness.
- Assisted customers with product inquiries and service-related issues.
- Processed returns and exchanges efficiently in compliance with company policies.
- Collaborated with team members to maintain store appearance and organization.
Education
Insurance Management & Commercial Insurance (INSR 1301)
Collin College
McKinney, TXSkills
- Policy Interpretation & Coverage Analysis
- Conflict De-escalation & Dispute Resolution
- Investigation & Critical Thinking
- Negotiation & Customer Retention
- Account Reconciliation & Documentation
- Microsoft Office (Excel, Word) & CRM Systems
Timeline
Customer Service & Policy Retention Specialist
Globe Life / Torchmark Corporation
02.2016 - Current
Project Specialist / Sales Associate
The Home Depot
02.2014 - 03.2016
Customer Service / Specialist (SPS)
Ross Stores, Inc.
08.2012 - 03.2014
Insurance Management & Commercial Insurance (INSR 1301)
Collin College