Jacqueline Glass
Summary
Experience professional with 20+ years in the insurance industry. Possesses outstanding interpersonal, organizational and analytical skills. 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.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Member Service Representative II
AAA Insurance Company
11.2017 - Current
- Front line underwriting and risk assessment for current and new business
- Add retention of renewal business through an annual review process.
- Responded to customer calls and emails to answer questions, process change request and billing issues
- Assist upper management with training of new hires and less senior personnel
- Facilitated sales of personal line insurance products, build a strong client relationship and delivered exceptional customer service
- Strong communicating skills written and verbal
- Resolved customer issues through thorough dispute investigation.
- Assist customers and co-workers to navigate or troubleshoot through new quoting system
- Educated and worked with clients on ROI terms to find accurate solutions.
Customer Service Representative
Marietta Power and Water
08.2016 - 11.2017
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Explain rates for electricity and water, review consumption and energy efficiency procedures
- Document accounts, assist with online account access and trouble shoot
- Cross-trained and provided backup support for organizational leadership.
- Set up new customer accounts and updated existing profiles with latest information.
Lead Service Specialist
Liberty Mutual Insurance
08.2002 - 05.2016
- Provides timely and accurate guidance and service to policy holders for a variety of Personal Lines products, plans and programs
- Manage accounts service activities, which include renewal reviews, offering additional insurance lines, assist in billing issue and payment processing
- Provide leadership, coaching and technical/procedural knowledge to branch Sales and Service Representatives
- Followed up with potential clients' online request and quotes
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
Education
Active Georgia Insurance P&C License -
Tennessee State University
Nashville, TNSkills
- Strong communicating skills written and verbal
- Strong computer skills with Microsoft Windows 10, Microsoft Office, Microsoft Edge, Excel, Word, Salesforce, POS, Microsoft Teams
- Issue Resolution
- Product Sales
- Service Upselling
- Account Management
- Dispute Resolution
- Client Education
- Customer Support
- Call Documentation
- Written Communication
- Problem-solving abilities
- Self Motivation
- Policies and Procedures Adherence
- Employee Coaching
Accomplishments
Awarded Customer Service Representative of the Year
Exceed my annual goals metrics for last 15 years
Certification
- Georgia Insurance P&C license
Timeline
Member Service Representative II
AAA Insurance Company
11.2017 - Current
Customer Service Representative
Marietta Power and Water
08.2016 - 11.2017
Lead Service Specialist
Liberty Mutual Insurance
08.2002 - 05.2016
Active Georgia Insurance P&C License -
Tennessee State University