Elizabeth Johnson
Salem
Summary
Adaptable office and administrative support professional with a proven track record of high productivity and efficient task completion. Expertise in data entry, record management, and customer service, contributing to seamless operational flow. Strong organizational, time management, and communication skills utilized to consistently meet and exceed workplace demands.
Overview
12
12
years of professional experience
Work History
Underwriting Associate
Lemonade Insurance
01.2024 - Current
- Evaluate home insurance quotes and conduct post-bind reviews for compliance with underwriting guidelines.
- Review scheduled personal property coverage requests for high-value items.
- Apply sound judgment to assess acceptability of new business per Underwriting Strategy Team guidance.
- Communicated underwriting decisions to customers and agent partners via email, fostering empathy and customer focus.
- Evaluate pre-purchase, post-purchase, and renewal quotes for Car policies to ensure vehicle and driver acceptability adheres to state guidelines.
- Maintain organized records of reviewed files while consistently meeting critical deadlines.
- Evaluated insurance applications for compliance with company guidelines.
- Mentored junior associates on best practices in underwriting processes.
- Collected and reviewed third-party reports to support decisions.
P&C Licensed Sr. Customer Experience Specialist
Lemonade Insurance
04.2022 - 01.2024
- Identified customer pain points and product friction through escalations and inquiry trend analysis.
- Supported retention and upsell initiatives in alignment with product offerings.
- Collaborated with internal stakeholders to surface feedback for product enhancements.
- Contributed to internal documentation and communication related to feature and policy changes.
- Delivered exceptional customer support through multiple communication channels.
- Analyzed feedback to identify trends and recommend process improvements.
- Assisted in developing training materials for new customer experience staff members.
- Maintained records of all interactions with customers in a database system.
P&C Licensed Customer Experience Specialist
Lemonade Insurance
09.2021 - 04.2022
- Delivered a best-in-class customer experience via phone, email, and SMS by adapting communication style to each customer's unique needs.
- Identified and communicated critical customer pain points and trends to cross-functional stakeholders, always focusing on practical, solution-oriented feedback.
- Embodied company values in every customer and team interaction, fostering a positive and inclusive community across teams.
- Assisted with agent partner inquiries including policy endorsements, client billing history, and agent appointment processes.
- Utilized CRM software to track customer interactions and feedback effectively.
- Assisted in training new staff on customer service protocols and tools.
Legal Services Specialist II
City of Mesa Prosecutor's Office
06.2017 - 08.2021
- Initiated direct contact with defendants, court staff, Police Department personnel, defense attorneys, other governmental agencies, and City employees to facilitate interviews, coordinate court appearances, and obtain official records.
- Managed scheduling of court dates and attorney meetings.
- Educated clients on legal processes and available resources.
- Maintained accurate records of case progress and documentation.
- Prepared court filings including complaints, motions, affidavits, pleadings, decrees, judgments, orders, briefs and other documents as needed.
- Managed communication with courts regarding status of petitions and granted orders.
- Remained highly organized and detail-oriented while working on several cases simultaneously.
- Displayed superior confidentiality in mail, telephone and in-person communications.
- Gathered and organized pre-trial discovery, records and evidence and witness interviews.
- Facilitated communication between defendants or victims and prosecuting attorneys.
- Organized evidence and exhibits for courtroom presentations.
Victim Services Assistant
City of Mesa Prosecutor's Office
02.2016 - 06.2017
- Provided assistance to victims of crime through the misdemeanor criminal justice process (explained victim rights, court proceedings, and clarified legal jargon).
- Identified resources that were an appropriate match for each case and associated client(s).
- Assisted in obtaining and coordinating service of protective orders.
- Created safety plans, escorted clients to court proceedings, facilitated communication between victims and prosecutors.
- Maintained thorough case management for grant reporting.
- Processed bodycam (AXON) redactions for victim confidentiality.
- Managed case files and organized legal documents for efficient access.
- Assisted attorneys in preparing for court hearings and trials.
- Maintained confidentiality of sensitive information in all communications.
- Communicated with clients to gather information and provide updates on cases.
Victim Notification Clerk
City of Mesa Prosecutor's Office
02.2014 - 02.2016
- Processed inbound client satisfaction surveys, and analyzed results to identify improvement areas and significant trends, focusing on caseworker volume, municipal court bottlenecks, and post-adjudication support.
- Clerical/admin duties: process incoming returned mail, process and redact victim documents, such as restitution and impact statements, and manage survey responses from clients.
- Managed case files and legal documents for efficient access and organization.
- Processed incoming mail and documents, ensuring proper distribution to relevant parties.
- Supported office operations by maintaining office supplies and equipment readiness.
Education
M.S. - Mental Health and Wellness
Grand Canyon University
Phoenix, AZ01.2018
Certificate - Victim Services
Mesa Community College
Mesa, AZ01.2016
B.S. - Psychology
University of Phoenix
Phoenix, AZ01.2011
Skills
- Risk assessment
- Data review
- Customer relationship management
- Trend analysis
- Collaboration skills
- Effective communication
- Attention to detail
- Time management
- Adaptability
- Analytical skills
- Problem-solving abilities
- Email management
- Workflow management
- Self motivation
References
References available upon request.
Timeline
Underwriting Associate
Lemonade Insurance
01.2024 - Current
P&C Licensed Sr. Customer Experience Specialist
Lemonade Insurance
04.2022 - 01.2024
P&C Licensed Customer Experience Specialist
Lemonade Insurance
09.2021 - 04.2022
Legal Services Specialist II
City of Mesa Prosecutor's Office
06.2017 - 08.2021
Victim Services Assistant
City of Mesa Prosecutor's Office
02.2016 - 06.2017
Victim Notification Clerk
City of Mesa Prosecutor's Office
02.2014 - 02.2016
M.S. - Mental Health and Wellness
Grand Canyon University
Certificate - Victim Services
Mesa Community College
B.S. - Psychology
University of Phoenix