ELISA JAMES
Rosharon,TX
Summary
Professional with significant expertise in customer service with 14+ years of experience in the insurance industry. Proven ability to handle complex inquiries, resolve issues efficiently, and provide clear, accurate information. Strong focus on collaboration and achieving results, adapting seamlessly to changing demands. Skilled in policy management, claims processing, and maintaining high levels of customer satisfaction. Reliable team player with excellent communication and problem-solving abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Representative/ Office Manager
A I UNITED INSURANCE
HOUSTON, TX
07.2021 - 01.2025
- Responsible for contacting clients on telephone, direct walk-in & cold call.
- Maintaining the records and performances reports on weekly and monthly basis of team members for effective functioning for better business.
- Educated clients on policy options, enhancing understanding of coverage details.
- Managed policy renewals and changes, maintaining up-to-date customer records.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Completed customer applications and updated records to reflect current information.
- Sent reminders of premium payments and notified customers of any rate changes
- Resolved customer inquiries regarding policy coverage and claims processing.
Insurance Customer Service Representative
STATE FARM
Webster, TX
12.2015 - 12.2020
- Sell a variety of insurance products to business and individuals
- Managed customer inquiries and resolved policy-related issues efficiently.
- Provided detailed explanations of coverage options and claims processes to clients.
- Answer any question or concern policy holders have with their insurance
- Responded to customer requests for products, services, and company information.
- Assisted customers with completing insurance documents to avoid missed information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Set up customer payment plans to cover policies and renewals.
- Responsible for contacting clients on telephone, direct walk-in & cold call.
- Customize insurance programs to suit individual customers, often covering a variety of risks
- Managed account updates and changes to maintain accurate client records.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Insurance Customer Service Representative/Office Manager
A I UNITED INSURANCE
HOUSTON, TX
07.2009 - 12.2015
- Responded to customer inquiries regarding policy details and claims processes.
- Assisted clients in understanding coverage options and benefits available.
- Processed policy changes and renewals with attention to detail and accuracy.
- Process and record new insurance policies and claims.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Set up customer payment plans to cover policies and renewals.
- Organize and work with a detailed office, maintaining files for each policyholder, including policies that are to be reinstated or cancelled.
- Trained new team members on company systems and customer service protocols.
Technical Support Representative
DISH NETWORK
ALVIN, TX
12.2007 - 05.2009
- Resolved customer inquiries through effective troubleshooting and problem-solving techniques.
- Provided technical support for satellite television services, ensuring optimal user experience.
- Guided customers through installation processes, improving service adoption rates.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Test electronics units, using standard test equipment, and analyze results to evaluate performance and determine need for adjustment.
- Assemble, test, and maintain circuitry or electronic components according to engineering instructions, technical manuals, and knowledge of electronics, using hand and power tools.
- Provided troubleshooting assistance for satellite TV installations and service interruptions.
Education
High School Diploma -
Alvin High School
Alvin, TX05-2004
Skills
- Set personal goals: While you may have company quotas and sales goals to meet, setting your own goals can be an effective way to measure your sales skills Aim to increase productivity and consider tracking the tactics you use to evaluate what works best
- Contact existing clients: Consider also asking if there's additional work you can help a client with or if they're satisfied with their current insurance plan Practicing open communication can strengthen your skills and benefit your client relationships
- Return calls and emails promptly: You might also consider establishing the habit of responding to inquiries as soon as you can Prompt communication is an important component of customer service, and this may also help you practice solving problems quickly
- Use new software: To improve upon your technical skills, consider learning about new technology that applies to your industry After discovering new methods, try sharing them with your team and ask about leading a training workshop
- Learn about other insurance products: Clients often appreciate working with well-informed agents who can educate them on a variety of options It can be beneficial to study industry terminology and commit to exploring new concepts regularly
Certification
- STATE NOTARY September 2015-Present
- PROPERTY & CASUALTY INSURANCE LICENCE May 2016- Present
- LIFE, ACCIDENT, HEALTH AND HMO MARCH 2017 -Present
- COUNTY MUTUAL LICENCE February 2012-2018
Languages
Fluent in Spanish and English
Timeline
Insurance Customer Service Representative/ Office Manager
A I UNITED INSURANCE
07.2021 - 01.2025
Insurance Customer Service Representative
STATE FARM
12.2015 - 12.2020
Insurance Customer Service Representative/Office Manager
A I UNITED INSURANCE
07.2009 - 12.2015
Technical Support Representative
DISH NETWORK
12.2007 - 05.2009
High School Diploma -
Alvin High School