Gregory Jones
Wickliffe,OH
Summary
Knowledgeable and dedicated customer service professional and analyst with extensive experience in the Banking industry and also Insurance. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I've been an athlete most of my life, so I've always looked at things from a team perspective. My goal is always what can i do to the best of my ability to make sure our team functions at our highest efficiency.
Overview
9
9
years of professional experience
Work History
Customer Relations Member
Progressive Insurance
Mayfield Heights, OH
03.2019 - Current
- Provided primary customer support to internal and external customers. Also working with various departments to problem solve. I.e. Underwriting, Sales, and Accounting
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and processed changes to exceed customer satisfaction goals.
- Answered customer telephone calls swiftly to avoid on-hold wait times.
- Consistently hit my PHA target of 9.6%, Rep aux under 14%, and Top team member with number of sales quotes weekly ranging from 5-17.
Loan Analyst
Third Federal Savings And Loans
Cleveland, OH
05.2013 - 08.2018
- Developed the project to determine who TFS force placed insurance carrier would be. Very pivotal because we had over $450 million in force placed accounts. (Powerpoint)
- Worked as a team of 4 and individually on a daily had to calculate what loans didn't have the proper escrow amounts forcing their mortgage payments not to be processed. (Force placed) Had to be completed prior to 11:30 am daily EST
- Uploaded the appraisals daily and input them from the west coast from 7:30am to 8:15 am consistently.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Worked in teams of 3 or 4 on building funds. Basically an insurance loss on a property and working with the contractor, homeowners, and inspectors on a very tedious deadline.
Collections Specialist
Crestwood Financial
Beachwood, OH
01.2012 - 02.2013
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Collected documents and made portfolios for collections accounts.
- Consistently received a commission check for sales over target goal which was 7%.
Education
Bachelor of Arts - Business Administration
Cleveland State University
Cleveland, OH12.2010
Skills
- Excel
- Powerpoint
- Critical thinking and problem solving
- Customer Relations
- Financial Background
- Data Splicing
Timeline
Customer Relations Member
Progressive Insurance
03.2019 - Current
Loan Analyst
Third Federal Savings And Loans
05.2013 - 08.2018
Collections Specialist
Crestwood Financial
01.2012 - 02.2013
Bachelor of Arts - Business Administration
Cleveland State University