Jakeeta McGee
Downers Grove,IL
Summary
Experienced customer service and call center professional with 10+ years of experience providing exceptional customer support, resolving account issues, managing complex cases, and delivering solutions in high-volume call environments. Proven success handling inbound and outbound calls, building customer relationships, meeting performance and quality goals, and generating revenue through consultative sales. Experienced in remote operations, case management, life insurance, healthcare, hotel reservations, and financial services. Recognized for consistently exceeding performance targets, achieving high conversion rates, and providing dependable customer-focused support.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Hotel Reservation Specialist
Hotel Planner, Remote
07.2022 - Current
- Booked and sold hotel reservations for multiple hotel chains worldwide from inbound guest callers.
- Achieved recognition for consistently high conversation rates during sales calls.
- Consistently exceed booking targets while meeting quality expectations.
Case Manager
Barnes Financial, Remote
10.2023 - 11.2024
- Liaised with underwriters to facilitate compliance and expedite case and policy approvals.
- Communicated proactively with clients throughout policy lifecycle to enhance satisfaction and retention.
- Processed life insurance applications for top executives, ensuring accuracy and adherence to company standards.
Licensed Insurance Agent
PHP Agency, Remote
10.2020 - 10.2023
- Conducted virtual consultations to sell life insurance policies and annuities.
- Recruited, trained, and mentored new agents while supporting overall team growth.
- Guided clients in understanding financial products and selecting coverage tailored to meet their insurable needs.
Temporary Supervisor
BroadPath Healthcare Solutions, Remote
10.2018 - 10.2019
- Managed a team of 50+ remote agents supporting the Ambetter Healthcare one year contract.
- Monitored performance metrics, provided coaching, and ensured HIPAA compliance.
- Audited and reviewed counselors' calls to ensure compliance with quality expectations and scripts.
Unit Manager
I3 Group
01.2011 - 04.2018
- Achieved Top 5 ranking among student loan counselors for multiple months.
- Liaised between student borrowers and loan servicers to ensure accounts were brought current.
- Contacted high risk student loan borrowers, guiding them on repayment options to prevent defaults.
- Advanced to Unit Manager position in April 2013, overseeing team operations.
Education
BBA - Marketing
University of Louisville
Louisville, KYSkills
● High Volume Call Management
● Remote Support and Troubleshooting
● Client and Call Center Management
● Life Insurance and Annuity Sales
● Customer Service Agent
● Hotel Reservation and Booking
● Insurance Claims Processing
● Strong Written and Verbal Communication
Certification
Illinois Producer License, Top Agent Jan 2023 (featured in company newsletter), High Conversion Rate & Per Call Revenue Awards, Top Student Loan Counselor, Manager of the Month Awards
Timeline
Case Manager
Barnes Financial, Remote
10.2023 - 11.2024
Hotel Reservation Specialist
Hotel Planner, Remote
07.2022 - Current
Licensed Insurance Agent
PHP Agency, Remote
10.2020 - 10.2023
Temporary Supervisor
BroadPath Healthcare Solutions, Remote
10.2018 - 10.2019
Unit Manager
I3 Group
01.2011 - 04.2018
BBA - Marketing
University of Louisville