Erica Bonds
State Farm
Dallas
1
Certification
11
years of professional experience
Results driven insurance professional with experience supporting State Farm agents by researching complex auto policy matters, interpreting policy language, resolving issues, and ensuring compliance with company guidelines and state regulations. Recognized for strong analytical thinking, sound decision making, attention to detail, and the ability to build collaborative relationships across business areas. Currently pursuing an Associate of Applied Science in Human Resources Management and OSHA 30-Hour General Industry certified. Seeking to leverage my insurance operations experience, regulatory knowledge, and problem-solving skills to contribute to my professional career.
Work History
Care Center Specialist II
2 Years 2 Months- Support State Farm agents by providing guidance on auto insurance policies, coverage, billing, underwriting guidelines, endorsements, reinstatements, cancellations, and policy servicing.
- Research and analyze policy information to determine appropriate resolutions while ensuring compliance with company policies and state insurance regulations.
- Partner with underwriting, claims, and other internal departments to resolve complex agent inquiries efficiently and accurately.
- Interpret policy language and explain coverage options, policy provisions, and available solutions.
- Maintain detailed and accurate documentation of policy activity across multiple internal systems.
- Prioritize multiple tasks while meeting quality, productivity, and service expectations.
- Handle sensitive policy information with professionalism, accuracy, and confidentiality.
Quality Assurance Analyst
2 Years 4 Months- Conducted quality reviews to ensure compliance with company standards and regulatory requirements.
- Evaluated complex interactions, identified trends, and recommended process improvements.
- Delivered coaching and feedback that improved quality performance and operational consistency.
- Prepared reports and communicated findings to leadership.
Marketing Expert
1 Year 1 Month- Designed and implemented marketing and sales campaigns
- Tracked metrics and analyzed performance data in Excel and CRM tools
- Communicated with clients and internal teams to support campaigns
Shift Leader
1 Year 2 Months- Supervised daily store operations and supported team performance
- Trained employees to improve efficiency and customer service
- Monitored inventory and reported operational issues
Medical Biller
5 Months- Entered and verified medical billing codes in electronic systems
- Reviewed billing records for accuracy
- Tracked payments and reimbursements
Medical Records Clerk
1 Year 11 Months- Maintained organized medical records and documented workflows
Education
Associate’s Degree - Human Resources Management
Diploma - General Studies
Skills
Oversaw customer service and call center operations to enhance user experience.
Led quality assurance and auditing initiatives to improve service delivery.
Managed data entry and documentation processes with precision.
Leveraged CRM systems and Microsoft Excel/Word to streamline operations.
Guided problem-solving and conflict resolution efforts to foster positive relationships.
Demonstrated typing proficiency at 55 wpm.
Certification
OSHA30 certified
Timeline
Care Center Specialist II
State Farm
06.2024 - CurrentRead More
Quality Assurance Analyst
Genpact
11.2021 - 03.2024Read More
Marketing Expert
Genpact
09.2020 - 10.2021Read More
Shift Leader
ALDI
10.2018 - 12.2019Read More
Medical Biller
Medical Practice Solutions
09.2017 - 02.2018Read More
Medical Records Clerk
Ekhaya Youth Project
09.2015 - 08.2017Read More
Theodore Roosevelt High School
Diploma from General Studies
Read More
Collin College
Associate’s Degree from Human Resources Management
Read More