Jalissa Brown
Macon,GA
Summary
Results-driven professional with over 12 years of experience in customer service, insurance, financial operations, and high-volume call center environments. Skilled in claims processing, underwriting support, policyholder relations, and regulatory compliance. Recognized for strong communication, analytical, and problem-solving abilities with a proven ability to maintain accuracy and professionalism under pressure. Experienced in coordinating documentation, guiding clients through complex forms and procedures, and ensuring adherence to company and industry standards. Currently pursuing a Bachelor of Science in Social Work to enhance leadership, client advocacy, and organizational management skills for continued growth within corporate and administrative sectors.
Overview
13
13
years of professional experience
Work History
Customer Service Rep/ Contractor
REHOBOTH CONSULTING SERVICES
01.2024 - Current
- Provide high-level administrative and client coordination for an IT staffing company, supporting daily operations and consultant placement.
- Serve as primary liaison between management, clients, and consultants, handling scheduling, document preparation, and correspondence with confidentiality and professionalism.
- Maintain accurate client and project data, ensuring timely updates, compliance with contract terms, and delivery of required reports.
- Draft and edit documentation, contracts, and proposals to support recruiting and client service functions.
- Support executives with meeting preparation, calendar management, and follow-up communication to ensure operational efficiency.
Mutual Funds Representative
THRIVENT
01.2024 - Current
- Manage inbound and outbound client and advisor interactions via phone, email, and chat, addressing mutual fund inquiries, transfers, and account updates.
- Process mutual fund transactions; redemptions, exchanges and purchase's; ensuring accuracy, compliance, and complete documentation.
- Review client submissions for completeness (“In Good Order”), resolve discrepancies, and maintain precise records in CRM and processing systems.
- Collaborate with compliance, operations, and advisor-support teams to resolve service issues, prevent errors, and enhance workflow efficiency.
- Educate clients on fund performance, account options, and investment basics to promote financial understanding.
- Monitor service metrics and uphold quality standards for first-call resolution, handle time, and data integrity.
- Identify recurring issues and recommend process improvements while adhering to all regulatory and internal compliance policies.
- Participate in ongoing training to expand product knowledge and strengthen customer service best practices.
Auto Insurance Agent
GEICO
09.2016 - 01.2024
- Previously licensed Auto Insurance Agent across 45 states, handling coverage verification, billing, and claims assistance.
- Assisted customers in navigating policy details, providing accurate information to facilitate decision-making.
- Educated customers on policy options, deductibles, and coverage benefits to enhance understanding of risk management.
- Processed policy changes, SR-22 filings, and urgent updates, ensuring compliance and continuous coverage.
- Delivered high-quality service in a fast-paced call center while maintaining empathy and professionalism during sensitive situations.
- Maintained accurate records of customer interactions to streamline service processes and improve response times.
- Collaborated with cross-functional teams to enhance service delivery and address systemic issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Outbound Retention & Underwriting Specialist
GEICO
01.2017 - 01.2019
- Addressed customer inquiries regarding billing, payments, and coverage concerns through multiple communication channels, including phone, email, text, and chat.
- Contacted over 100 policyholders daily to resolve overdue payments and underwriting discrepancies, ensuring policy accuracy and customer satisfaction.
- Recovered a minimum of eight payments per day from delinquent accounts, consistently exceeding departmental performance goals.
- Conducted thorough policy reviews to verify billing, registration, and documentation, identifying and correcting discrepancies to maintain compliance.
- Managed the addition and removal of unlisted drivers, verified rated locations, and issued compliance forms as required.
- Confirmed Care, Custody, and Control on flagged auto policies to meet state and federal underwriting standards.
- Processed underwriting documents in adherence with company, federal, and state regulations, ensuring data integrity and compliance.
- Recognized as a Top Retention Agent (2019) for contributing to the recovery of over $1 million in overdue payments and preventing policy cancellations through proactive client engagement.
Emergency Roadside & Accident Tow Dispatcher
GEICO
09.2013 - 01.2016
- Handled 50+ nightly calls for emergency roadside and accident tow services, ensuring quick response and accurate dispatch to assist policyholders in distress.
- Verified coverage, gathered detailed accident and service information, and coordinated tow vendors, locksmiths, and service providers for safe, timely assistance.
- Provided calm and empathetic communication to customers involved in stressful or traumatic incidents, maintaining professionalism under pressure.
- Managed dispatch logistics for both roadside assistance and accident-related tows, balancing multiple service requests and prioritizing based on urgency.
- Documented all calls, dispatch activities, and service outcomes in GEICO systems (GEICS/CRM) for claims and compliance tracking.
- Collaborated with claims, salvage, and vendor relations teams to ensure efficient service delivery and accurate vehicle recovery.
- Recognized for consistent performance, exceptional service quality, and adherence to safety and compliance protocols in an overnight dispatch environment.
Part-Time Teller
ROBINS FINANCIAL CREDIT UNION
11.2012 - 09.2013
- Assisted members with financial transactions including deposits, withdrawals, loan payments, and account inquiries while ensuring accuracy, confidentiality, and compliance with federal credit union policies.
- Delivered exceptional member service by identifying needs, recommending products such as checking, savings, and loan services, and promoting financial wellness through trust-based communication.
- Resolved member concerns efficiently both in-person and via phone/email, demonstrating patience, empathy, and strong problem-solving skills essential for remote member support.
- Balanced daily cash drawers and maintained transaction records with precision and accountability, adhering to internal controls and compliance standards including Bank Secrecy Act (BSA) requirements.
- Collaborated with team members and management to meet service goals, support branch operations, and ensure a seamless member experience across multiple channels (in-person, phone, and digital banking).
- Remote
Education
High School Diploma -
Warner Robins High School
Warner Robins, GA05-2009
Bachelor of Science - Social Work
Capella University
Minneapolis, MN11.2026
Skills
- Customer Advocacy
- Policy Verification
- Underwriting Support
- Regulatory Adherence
- Financial Account Maintenance
- Conflict Resolution
- Documentation Accuracy
- High-Volume Call & Queue Management
- Phone, Chat, Email
- Salesforce, Workday, Cisco Finesse
- Microsoft Office Applications
- Google Workspace
- CRM Systems
- Client Retention
Timeline
Customer Service Rep/ Contractor
REHOBOTH CONSULTING SERVICES
01.2024 - Current
Mutual Funds Representative
THRIVENT
01.2024 - Current
Outbound Retention & Underwriting Specialist
GEICO
01.2017 - 01.2019
Auto Insurance Agent
GEICO
09.2016 - 01.2024
Emergency Roadside & Accident Tow Dispatcher
GEICO
09.2013 - 01.2016
Part-Time Teller
ROBINS FINANCIAL CREDIT UNION
11.2012 - 09.2013
Bachelor of Science - Social Work
Capella University
High School Diploma -
Warner Robins High School