Ebonee Massey
Fredericksburg,USA
Summary
Dynamic individual with hands-on experience in the insurance industry and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
10
10
years of professional experience
Work History
Agent Onboarding Analyst
Insight Global (Temp Agency) contracted with United Health Group
05.2025 - Current
- Ensure that all contracting credentials and other necessary documents are in good working order for processing agents' or corporations' contract changes or hierarchy-level changes within their current or new agency.
- Perform analyses of submitted requests for completeness and accuracy, analyzing credentials and documentation for eligibility. Ensure submitted paperwork complies with all federal and state regulations.
- Perform demographic changes for contracted agents and corporations.
Customer Experience Specialist II
Principal Financial Group
10.2024 - 04.2025
- Assisted clients in understanding retirement options, providing tailored solutions to meet individual needs.
- Processed transactions efficiently, maintaining accuracy in account management and documentation.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
New Business Customer Contact Representative II
F&G Annuities & Life
01.2024 - 10.2024
- Managed tasks and prioritized workloads to support Financial Advisors and Policyholders, such as scheduling paramedics, APS retrieval, fulfilling pending policy requirements, 1035 processing, online account assistance, and special projects.
- Consistently met or exceeded performance goals for call quality, resolution time, and overall customer satisfaction.
- Utilized CRM software to track client interactions, ensuring timely follow-up on outstanding issues.
New Business Case Manager
Gentry Partners Ltd
08.2022 - 11.2023
- Performed intake for new life insurance applications through accurate data entry, document reviews, and maintenance within the company and HIPAA-compliant regulations. Maintained detailed records of all case-related activities, ensuring accurate documentation, and timely reporting to relevant stakeholders.
- Followed up with carriers, agents, and stakeholders to ensure timely and effective communication, addressing any issues or concerns that arise during the application process, such as application discrepancies, improper medical information, and many more.
- Ordered APS, made APS payments, and communicated with providers to discuss questioned medical diagnoses, agents, and client communication regarding pending application status. Provided potential carriers with all requirements to push policies to the issue status.
Non-Injury Casualty Claim Specialist I
Nationwide
01.2022 - 08.2022
- Evaluated auto claims to determine coverage and liability, ensuring compliance with industry regulations. Conducted thorough investigations into claims, gathering evidence, and collaborating with relevant parties.
- Analyzed damage estimates and repair costs, providing accurate assessments for claim resolutions. Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Acted as a reliable point of contact for insureds, claimants, and TPAs throughout the claims process, addressing their concerns with empathy and professionalism.
Senior Operations Associate
BerkleyNet Underwriters
09.2015 - 01.2022
- Coordinated daily operations to ensure efficient workflow and timely completion of tasks. Managed day-to-day department operations with effective workflow coordination.
- Developed and maintained filing systems to enhance document retrieval efficiency. Assisted in the implementation of process improvements for operational efficiency.
- Solved problems timely and effectively, ensuring internal and external customer satisfaction. Streamlined customer service processes, allowing for quicker resolution of queries and complaints.
Education
Associate's Degree -
Stratford University
01.2012
Skills
- Agent onboarding
- Document analysis
- Compliance verification
- Credential management
- Regulatory compliance
- Medical documentation review
- Team leadership
- Claims evaluation
- Documentation accuracy
- Customer communication
- Software navigation
- Settlement negotiation
- Quality assurance
- Call center experience
Timeline
Agent Onboarding Analyst
Insight Global (Temp Agency) contracted with United Health Group
05.2025 - Current
Customer Experience Specialist II
Principal Financial Group
10.2024 - 04.2025
New Business Customer Contact Representative II
F&G Annuities & Life
01.2024 - 10.2024
New Business Case Manager
Gentry Partners Ltd
08.2022 - 11.2023
Non-Injury Casualty Claim Specialist I
Nationwide
01.2022 - 08.2022
Senior Operations Associate
BerkleyNet Underwriters
09.2015 - 01.2022
Associate's Degree -
Stratford University