Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Essence McCoy-Johnson

Kennesaw,GA

Summary

Skilled insurance professional with extensive experience in policy servicing, technical troubleshooting, and agency support. Adept at analyzing complex situations, applying critical thinking, and collaborating across departments to ensure compliance and quality performance. Ready to leverage strong communication skills and adaptability to excel advancement into a professional role and contribute to organizational success.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Underwriting Service Assistant

State Farm Insurance
01.2024 - Current
  • Review and respond to customer and agency inquiries in writing and verbally.
  • Apply underwriting/claims guidelines to service and review policies.
  • Identify and research insurance policy changes and transactions.
  • Collaborate with internal departments to ensure compliance.

Internet Support Representative

State Farm Insurance
10.2022 - 01.2024
  • Provides first contact technical support to internet customers and business partners through verbal communication to assist with various technical related issues with Statefarm.com, Business to Business portal, Drive Safe and Save mobile app,and the State Farm mobile app.
  • Proficient with tools such as Drive Safe and Save Portal, Sputnik, ECRM, DelAdmin, Hercules Rep Desktop and ServiceNow workspace.
  • Diagnoses and documents customer's technical and "How To" problems and resolves, escalates, or assigns problems to appropriate area(s).

Property Total Loss - Claims Associate

State Farm Insurance
10.2021 - 10.2022
  • Delivered ReMarkable customer service to insureds and claimants throughout claims process to deliver timely service to customers.
  • Adhered to company guidelines in claims processes, estimate review and claim closures.
  • Became proficient with tools such as Queue Manager, Enterprise Claim Systems (ECS), ECRM, CCC One, Copart, Agero, & IAA.
  • Reviewed vehicle estimates, evaluation reports, & photos to accurately calculate total loss settlements.

Agency Representative

State Farm Insurance
01.2017 - 11.2020
  • Researched coverage and premium options and skillfully supplied clients with the best coverage available based on clients' needs and goals.
  • Became proficient with tools such as NECHO, ECRM, and ABS.
  • Reduced financial discrepancies by accurately resolving billing issues while processing applications, payments, corrections, endorsements and cancellations.
  • Promoted client retention through high-quality service and follow through by monitoring clients' insurance coverages to ensure changing needs were met.
  • Continually improved office operations by maintaining records, tracking data and promoting internal communications.

Cashier

Sam's Club
10.2016 - 02.2017
  • Delivered exceptional customer service at all points of contact.
  • Developed strong customer relationships to support satisfaction and loyalty.

Cashier

Kroger
02.2016 - 10.2016
  • Demonstrated excellent customer service skills while interacting with customers in a friendly manner.
    Operated cash register and accurately processed payments, returns, and exchanges.

Hostess

Famous Anthony's
07.2015 - 02.2016
  • Demonstrated excellent customer service skills to ensure a pleasant dining experience.
  • Ensured that all guests were seated promptly according to restaurant policies.

Ice Cream Server

Cold Stone Creamery
04.2014 - 05.2015
  • Delivered outstanding customer service through friendly guest interactions.
  • Demonstrated knowledge of menu items, offering suggestions when requested by customers.

Education

General Studies

Central Virginia Community College
Lynchburg, Virginia

High School Diploma -

Heritage High School
Lynchburg, Virginia
06.2015

Skills

  • Strong Communication Skills
  • Customer Focus
  • Adaptable
  • Accountable
  • Initiative
  • Detail-Oriented
  • Decision Making
  • Time Management
  • Analytical Thinking
  • Problem Resolution
  • Relationship Building
  • Resourcefulness
  • Multitasking Abilities
  • Teamwork and Collaboration

Certification

  • Effortless Experience certified, 2022
  • Claims Adjuster license, 2021
  • VA Property & Casualty insurance license, 2017
  • Certified Dental Assistant, 2015


Timeline

Underwriting Service Assistant

State Farm Insurance
01.2024 - Current

Internet Support Representative

State Farm Insurance
10.2022 - 01.2024

Property Total Loss - Claims Associate

State Farm Insurance
10.2021 - 10.2022

Agency Representative

State Farm Insurance
01.2017 - 11.2020

Cashier

Sam's Club
10.2016 - 02.2017

Cashier

Kroger
02.2016 - 10.2016

Hostess

Famous Anthony's
07.2015 - 02.2016

Ice Cream Server

Cold Stone Creamery
04.2014 - 05.2015

General Studies

Central Virginia Community College

High School Diploma -

Heritage High School

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