Edwin McCoy
Insurance Services Analyst II
Gainesville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the claims call center industry. A mentor that has developed associates into top performers, and a team player that assists multiple business units with assistance during training and mentoring as needed. A high performer in my owner department and job role while extending to other departments.
Overview
2025
2025
years of professional experience
2
2
years of post-secondary education
Work History
Insurance Services Analyst II
Nationwide
3 2017 - Current
- A mentor/coach for the commercial department that has helped associates learn the role and developed them to be in the top of the business unit.
- Coached associates in commercial to obtaining 100% quality for the month and making Todd's flawless quality lists.
- A mentor/coach for the personal lines department that has helped associates by listening to live calls and providing feedback, One on One discussion about call efficiency and utilizing all resources when taking calls.
- A mentor/coach for both Commercial and Personal lines new hire training classes. Providing assistance with helping train new hires, walking through live demonstrations of taking calls, side by sides while taking calls, providing feedback for calls listened to.
- Leading team huddles and small group discussions on a weekly basis.
- Created several job aids to aid my peers into delivering a more seamless and personal experience for our members
- Providing a high standard of quality to each and every caller. Maintaining the highest standard of quality. Consistent performance in the top 5th percentile of business unit.
- AVP's Flawless Lists
Insurance Services Representative II
Nationwide
12.2013 - 03.2017
- Utilized as a On Your Side Mentor
- Provided side by sides for newer personal lines associates
- Frequently shadowed by associates with potential interest in our department
- Trusted to cover the phone lines where associates escalated questions and complaints normally handled by supervisors.
- Weekend floor support leader in office, managing questions from associates, and responsible for notifying security in case of emergencies
Retention Customer Service Representative
Cross Country Home Services
08.2011 - 02.2013
- Gathered data from customer records and created spreadsheets to organize customer data
- Maintained multiple logs of call data and kept updated
- Assisted customers who were calling to discontinue services with options available, as well as seeing the benefits of the program and retaining customers.
- Provided leader support roles for newly hired associates
- Maintained high results for sales/retaining customers while performing other duties to support my team.
Education
High School Diploma -
SIATech
Gainesville, FL 07.2005 - 06.2007
Skills
Mentoring and Coaching
Training and Development
Team collaboration and leadership
Timeline
Insurance Services Representative II
Nationwide
12.2013 - 03.2017
Retention Customer Service Representative
Cross Country Home Services
08.2011 - 02.2013
High School Diploma -
SIATech
07.2005 - 06.2007
Insurance Services Analyst II
Nationwide
3 2017 - Current
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