Gabrielle Spiess‑Jaynes
Spring Lake,NC
Summary
Bilingual insurance professional with over a decade of experience in customer service operations, policy servicing, and account investigation within high-volume environments. Skilled at analyzing policy data, reviewing coverage accuracy, researching account history, and documenting findings to support underwriting decisions and risk evaluation. Known for strong analytical thinking, attention to detail, and the ability to resolve complex policy issues while maintaining compliance with company and regulatory guidelines. Proven ability to navigate multiple systems simultaneously, communicate clearly with customers and internal teams, and deliver high-quality service outcomes.
Overview
12
12
years of professional experience
Work History
Consultant – Services Seguros (Grade 34)
Progressive Insurance
02.2024 - Current
- Handle high-volume inbound and outbound calls assisting policyholders and agents with policy servicing, billing inquiries, coverage questions, and policy modifications across multiple states.
- Investigate policy activity, customer data, and documentation to ensure accuracy of drivers, vehicles, coverage selections, and policy eligibility.
- Process policy endorsements including adding or removing vehicles, drivers, and coverage options while ensuring compliance with underwriting guidelines.
- Research policy history to resolve complex issues involving cancellations, reinstatements, billing discrepancies, and underwriting eligibility.
- Analyze account activity and supporting documentation to determine appropriate resolutions and maintain accurate policy records.
- Document all customer interactions and policy updates clearly to support internal review processes and compliance standards.
- Collaborate with internal teams including underwriting, billing, and technical departments to resolve complex servicing issues.
- Maintain strong performance metrics while managing high call volume in a fast-paced service environment.
- Selected participant in Progressive’s NCRT (Natural Catastrophe Response Team) Contingency Program, volunteering to assist operational teams during catastrophe events requiring surge capacity support.
Bilingual Customer Service Coordinator
Verizon Wireless
08.2016 - 09.2020
- Supported leadership teams with coordination of daily customer service operations and call center performance management.
- Monitored call quality and service metrics to identify performance improvement opportunities and support coaching initiatives.
- Investigated escalated customer issues requiring detailed research across billing, technical, and account management systems.
- Reviewed account documentation to ensure accuracy, compliance, and appropriate resolution of complex service issues.
- Provided operational support to agents by assisting with complex cases, system navigation, and troubleshooting procedures.
- Facilitated team training sessions covering systems navigation, customer service standards, and company policies.
- Provided bilingual English-Spanish support for customers and internal teams to ensure accessibility for Spanish-speaking clients.
- Collaborated with cross-functional teams including technical support, billing, and retention to resolve multi-department account concerns.
Bilingual Senior Representative
Verizon Wireless
El Paso, TX
12.2013 - 08.2016
- Provided technical troubleshooting and account support for wireless customers experiencing device, network, and billing issues.
- Analyzed account history and service activity to identify root causes of service interruptions and billing discrepancies.
- Resolved complex customer concerns while maintaining strong performance metrics and customer satisfaction scores.
- Escalated specialized cases to engineering or technical teams when advanced troubleshooting was required.
- Maintained detailed documentation of customer interactions, account updates, and resolution outcomes.
- Educated customers on account features, service plans, billing structures, and device functionality.
- Managed high call volumes while maintaining accuracy and service quality in a fast-paced call center environment.
Education
Bachelor of Arts - Business Administration
El Paso Community College
Associate of Arts - undefined
University of Maryland, College Europe
High School Diploma - undefined
Hanau American High School
GermanySkills
- Insurance Policy Servicing
- Policy Investigation
- Coverage & Risk Review
- Bilingual (Spanish/English)
- Customer & Agent Support
- Account Research & Documentation
- Call Center Operations
- Cross-Department Collaboration
- Data Analysis
- Compliance & Accuracy
- Microsoft Office
- Multi-System Navigation
Timeline
Consultant – Services Seguros (Grade 34)
Progressive Insurance
02.2024 - Current
Bilingual Customer Service Coordinator
Verizon Wireless
08.2016 - 09.2020
Bilingual Senior Representative
Verizon Wireless
12.2013 - 08.2016
Bachelor of Arts - Business Administration
El Paso Community College
Associate of Arts - undefined
University of Maryland, College Europe
High School Diploma - undefined
Hanau American High School