Jalisa Abercrombie
Bedford,OH
Summary
Dynamic Customer Care Representative with over 4 years of experience delivering exceptional technical support in the insurance industry. Proven expertise in resolving complex billing and underwriting issues while efficiently managing high call volumes. Successfully streamlined processes to ensure compliance and enhance customer satisfaction, demonstrating a commitment to operational excellence. Strong communication and problem-solving skills drive organizational success and foster positive client relationships.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Bristol West Insurance
03.2019 - Current
- Facilitated technical support for auto and commercial policies
- Diagnosed billing and underwriting issues; provide resolution and process payments
- Managed high-volume calls and chats all in a timely fashion
- Resolved quoting system errors and streamline processing
- Recorded resolutions and maintain compliance with company standards
- Utilized CRM software to track customer interactions and maintain detailed records for quality assurance.
- Trained new representatives on company policies, procedures, and best practices to enhance service delivery.
Teller II
Third Federal Savings and Loan
06.2016 - 03.2019
- Supported clients with banking needs including account setup, loan applications and fund transfers
- Executed wire transfer, account adjustments and stopped payments
- Enhanced customer retention by providing reliable service and personalized financial support
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
Education
IT & Network Administration Diploma -
Valley College
04-2025
High School Diploma - undefined
Garfield Heights High School
01-2011
Skills
- Network Security
- VPN Configuration
- Software Installation
- Basic Router and Switch Setup
- Team Collaboration and support under pressure
- Call center experience
- Data entry
- CRM software
- De-escalation techniques
Timeline
Customer Care Representative
Bristol West Insurance
03.2019 - Current
Teller II
Third Federal Savings and Loan
06.2016 - 03.2019
High School Diploma - undefined
Garfield Heights High School
IT & Network Administration Diploma -
Valley College