Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Erika Jones

Atlanta

Summary

Licensed Property & Casualty Insurance Representative with 7+ years of experience in high-volume call centers and customer-focused roles. Expertise in renewals, policy changes, eligibility, and billing. Strong communicator with proven ability to resolve issues on the first call, upsell and cross-sell insurance products, and ensure customer satisfaction and retention. Skilled in Microsoft Office and CRM systems, with a consistent record of meeting call quality, adherence, and performance goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Licensed Property & Casualty Insurance Representative

State Farm
01.2019 - Current
  • Handle inbound calls regarding renewals, coverage, billing, and eligibility.
  • Build rapport and deliver tailored product recommendations to meet client needs.
  • Exceed performance goals in call quality, adherence, and first-call resolution.
  • Maintain accurate records across multiple computer systems while ensuring compliance.

Educator

Premier Academy
01.2017 - 01.2019
  • Developed curriculum and maintained student progress records.
  • Built strong partnerships with parents to support student learning.

Senior Customer Service Representative

Optum Care / United Healthcare
01.2016 - 01.2017
  • Resolved escalated provider and member issues, serving as SME for team members.
  • Exceeded goals in efficiency, call quality, and first-call resolution.
  • Researched complex cases across multiple databases to provide timely resolutions.

Customer Service Representative

Alpine Access / Sykes Home
01.2014 - 01.2016
  • Assisted customers with product inquiries, billing issues, and policy adjustments.
  • Recommended additional services, improving customer satisfaction and retention.
  • Prepared service reports by analyzing customer information.

Flight Attendant

Endeavor Air
01.2008 - 01.2014
  • Delivered high-quality service in a fast-paced environment while ensuring passenger safety.

Education

B.S. - Paralegal Studies

Clayton State University
Morrow, GA

A.A.S. - Paralegal Studies

Atlanta Metropolitan College
Atlanta, GA
01.2007

Skills

  • Insurance Sales & Service (P&C Licensed)
  • Policy Renewals, Billing & Eligibility
  • Call Center Operations & Customer Care
  • First-Call Resolution & Conflict Management
  • Upselling & Cross-Selling Strategies
  • Data Accuracy & Record Management
  • Microsoft Office Suite & CRM Systems

Websites

Certification

Property & Casualty Insurance License (Active)

Timeline

Licensed Property & Casualty Insurance Representative

State Farm
01.2019 - Current

Educator

Premier Academy
01.2017 - 01.2019

Senior Customer Service Representative

Optum Care / United Healthcare
01.2016 - 01.2017

Customer Service Representative

Alpine Access / Sykes Home
01.2014 - 01.2016

Flight Attendant

Endeavor Air
01.2008 - 01.2014

A.A.S. - Paralegal Studies

Atlanta Metropolitan College

B.S. - Paralegal Studies

Clayton State University