JACQUELINE HARRIS
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Work Type
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Important To Me
Dedicated customer support, service, and insurance operations professional with 5+ years of experience helping clients resolve complex issues, navigate policy terms, and ensure high-satisfaction client experiences. Proven track record of managing high-volume accounts, executing service-recovery and de-escalation strategies, and maintaining rigorous compliance standards. Skilled at multi-system navigation, root-cause problem-solving, and delivering clear, effective guidance across customer support and client success environments.
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Work History
Multichannel Coverage & Volume: Handled 50+ inbound calls daily alongside complex coverage inquiries (including auto, property, and liability policies) via phone, email, and live chat, providing clear guidance on policy terms to support real-time decision-making,
Root-Cause Analysis & Satisfaction: Diagnosed root causes of service and billing issues using systematic problem-solving, successfully reducing repeat escalations by 15% and boosting customer satisfaction ratings to 94%.
SLA & Policy Processing: Processed over 150+ weekly policy changes, billing adjustments, and service requests within strict Service Level Agreements (SLAs), consistently achieving strong first-contact resolution.
CRM & Account Integrity: Ensured 100% accuracy in account histories within CRM platforms, facilitating proactive customer engagement, seamless handoffs across service teams, and efficient remote operations.
High=Volume Policy & Billing Support: Handled 50+ inbound calls daily, successfully resolving over 1,500 annual policy updates, billing inquiries, and service requests while maintaining customer satisfaction above company benchmarks.
De-escalation & Churn Reduction: De-escalated billing disputes and negotiated payment arrangements for past-due accounts, reducing customer churn by 12% while preserving long-term policyholder relationships.
Risk & Delinquency Management: Flagged financial hardship indicators and managed high-risk accounts in line with compliance and operational guidelines, reducing delinquency exposure by 15%.
CRM & Account Integrity: Ensured 100% accuracy in CRM records by meticulously documenting customer interactions, payment histories, and policy changes to facilitate seamless handoffs across service teams.
Team Leadership & Compliance: Led a 16-person security team, mentored new hires on protocols, and coordinated shift coverage to achieve 100% compliance with site audit standards.
Incident Response & Communication: Coordinated rapid incident response, documented over 200 occurrences annually, and escalated critical security concerns to management and clients to enhance resolution,
Access Control & Asset Protection: Strictly monitored access control, visitor screening, and badge verification procedures to protect restricted areas and maintain facility safety standards.
Auditing & Protocol Enforcement: Enforced post orders and conducted regular security audits, successfully enhancing safety protocols and mitigating operational risks across all assigned shifts.
Education
Associate Degree - Massage Therapy
Skills
Accomplishments
Customer Relations - Achieved a customer satisfaction rating of 96% or higher, earning the highest marks company-wide.
Conflict Resolution - Handled customer account inquiries using active listening and de-escalation techniques, providing accurate information to resolve product/service complaints and improve customer satisfaction.
Conflict Resolution - Managed customer account inquiries, delivering accurate information to resolve product/service issues and reinforce customer confidence.