Summary
Overview
Work History
Education
Skills
Timeline
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Ebony Bush

Lithonia,GA

Summary

Forward-thinking and encouraging leader with extensive experience with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude and commitment to continuous learning and growth.

Overview

16
16
years of professional experience

Work History

Customer Service/Underwriting Supervisor

AssuranceAmerica Insurance Company
05.2011 - 11.2024
  • Coach, train and mentor the daily activities of the Customer Service & Underwriting team that is responsible for reviewing incoming applications for risk acceptability and profitability according to company guidelines and statutory. regulations.
  • Prepared, analyzed & disseminated daily attendance & productivity reports.
  • Assisted in the development of operating policies & procedures for the call center designed to enhance workflow efficiency & accuracy.
  • Identified & capitalized on expense reduction opportunities.
  • Collaborated with cross-functional teams to streamline communication & improve service delivery.
  • Developed training programs for new & tenured staff on underwriting procedures, soft skills & call handling.
  • Lead, prepare & facilitate monthly departmental & one-on-one associate meetings.
  • Facilitated the monthly auditing of associates' phone calls & processing of incoming documents.
  • Forecasted scheduling needs to meet daily service levels.

Customer Service Coordinator

AssuranceAmerica Insurance Company
05.2010 - 05.2011
  • Mentored new/tenured associates on underwriting guidelines, call handling & customer service best practices.
  • Managed call center functions for the department.
  • Forecasted scheduling needs to meet daily service levels.
  • Provided guidance & call resolution assistance to junior level staff in escalated scenarios.
  • Participated with special projects & additional assignments such as implementing the company’s live chat program & assisting with implementation of the company’s WebRater policy quoting interface.
  • Coordinated customer inquiries and issues through effective communication channels.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.

Customer Service Associate

AssuranceAmerica Insurance Company
10.2008 - 05.2010
  • Responded promptly to incoming Customer Service calls.
  • Provided prompt and accurate information to caller inquiries.
  • Trained newly hired employees and provided cross training on new procedures.
  • Implemented Workforce Scheduling as a tool utilized to ensure adherence and proper scheduling of employees.
  • Generated helpful training documentation for newer associates.
  • Prepared financial responsibility compliance documents as required by the Department of Insurance.

Education

Undergraduate - Business Administration

Georgia State University
Atlanta, GA

High School -

North Cobb High School
Kennesaw, GA
05.2004

Skills

  • Underwriting expertise
  • Customer Service
  • Team management
  • Team building leadership
  • Microsoft Excel, PowerPoint & SharePoint
  • Attention to detail
  • Proactive and focused
  • Multitasking Abilities
  • Written correspondence
  • Adaptability and flexibility
  • Staff training
  • Customer relations

Timeline

Customer Service/Underwriting Supervisor

AssuranceAmerica Insurance Company
05.2011 - 11.2024

Customer Service Coordinator

AssuranceAmerica Insurance Company
05.2010 - 05.2011

Customer Service Associate

AssuranceAmerica Insurance Company
10.2008 - 05.2010

Undergraduate - Business Administration

Georgia State University

High School -

North Cobb High School

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Ebony Bush