DJUAN PLAIN

• Managed a high volume of insurance policy inquiries, account updates, billing questions, endorsements, cancellations, reinstatements, and renewal requests.
• Assisted customers, agents, and internal departments with complex insurance-related questions while maintaining professional and accurate communication.
• Reviewed policy documents and customer accounts to ensure accuracy, compliance, and proper processing according to company guidelines.
• Supported claims-related inquiries by gathering information, documenting account notes, and directing customers to the appropriate claims resources.
• Processed policy changes including coverage updates, address changes, vehicle changes, lienholder updates, payment changes, and other account modifications.
• Resolved escalated customer concerns related to billing discrepancies, coverage questions, documentation issues, and policy status, enhancing customer satisfaction.
• Maintained accurate records in company systems, ensuring compliance and supporting audit readiness for customer account history.
• Collaborated with underwriting, claims, billing, and customer service teams to resolve account issues and improve the customer experience.
• Protected confidential customer information and followed company privacy, compliance, and security policies.
• Identified process improvement opportunities, streamlining workflows and enhancing operational efficiency within the department.

Key Achievements

• Built 7 years of specialized experience in insurance operations and customer account support.
• Recognized for handling complex customer issues with professionalism and accuracy.
• Supported team performance by assisting with training, escalations, and procedural guidance.
• Developed strong working knowledge of policy servicing, billing, underwriting support, and insurance compliance standards.

• Built and maintained client relationships, achieving top-tier sales performance by promoting diverse insurance products and contributing to revenue growth.
• Guided clients through complex policy options, ensuring clarity and tailored solutions to meet individual needs effectively.
• Guided clients through complex policy options, ensuring a clear understanding and tailored solutions to meet individual needs.
• Cultivated strong client relationships through proactive communication, fostering trust and loyalty in a competitive market.
• Cultivated client relationships through proactive communication, fostering trust and loyalty in a competitive market.
• Implemented a client feedback system to identify service gaps, driving measurable enhancements in overall customer experience.
• Guided customers through auto insurance policy options, coverage details, and billing questions.
• Processed policy changes, endorsements, and cancellations while maintaining accurate account records.

• Fostered strong member relationships through attentive service and personalized financial solutions, enhancing satisfaction and trust.
• Cultivated strong member relationships through personalized service, enhancing overall satisfaction and trust in financial offerings.
• Streamlined account opening processes, significantly improved efficiency and reduced wait times for new members.
• Coordinated with team to implement cross-selling strategies, increasing loan and credit card uptake.
• Developed a member engagement program to educate clients on financial products, improving product awareness.
• Developed a member engagement program that educated clients on financial products, leading to measurable improvements in product awareness.

• Booked 10 vacations in the first month, contributing $30,000 in revenue.
• Cross-sold 20 AAA Reward Credit Cards, achieving 100% member satisfaction.
• Advised members on domestic and international travel options, matching itineraries to budget, preferences, and timing.
• Booked flights, hotels, rental cars, cruises, and vacation packages using reservation systems and supplier portals.

• Established the most Tracked service requests and product delivery metrics daily. and upsells in the department.
• Achieved bonus incentives by delivering outstanding customer support. for customer service and rental upgrade accomplishments.
• Greeted customers promptly and completed rental check-in and check-out procedures.
• Verified driver's licenses, payment details, and reservation information for accuracy.
• Explained rental terms, coverage options, and vehicle features to support informed decisions.