Jami Loomis
Saint Johns
Summary
Seasoned Customer Service Technician with proven skills in troubleshooting, repair, and maintenance tasks. Demonstrated ability to handle customer inquiries effectively while maintaining high levels of customer satisfaction. Known for resolving complex technical issues and delivering practical solutions that improve operational efficiency. Committed to providing exceptional service and upholding standards of quality in all tasks undertaken.
Overview
2026
2026
years of professional experience
Work History
Customer Service Technician E9
DTMB - State of Michigan
Lansing
12.2024 - Current
- Provided support to retirees in navigating pension options and service inquiries.
- Assisted with processing retirement applications, ensuring accuracy and regulatory compliance.
- Documented service interactions in case management system for thorough record-keeping.
- Maintained knowledge of retirement policies, delivering effective client guidance.
- Responded to customer inquiries across various communication channels, enhancing overall experience.
- Demonstrated empathy and active listening to diffuse tense situations with frustrated customers.
- Managed high call volumes while maintaining quality service standards.
- Enhanced client retention through exceptional service delivery and proactive communication.
Premier Service Advocate
Jackson Insurance Company
Lansing
11.1987 - 11.2024
- Updated systems with completed producers licensing requirements.
- Coordinated commission and licensing supervisor line for effective management.
- Streamlined service delivery processes through team collaboration for greater efficiency.
- Analyzed customer issues, initiating corrective actions to enhance satisfaction.
- Maintained comprehensive knowledge of products and services to provide accurate client information.
- Handled escalations professionally, ensuring satisfactory solutions under pressure.
- Communicated potential product or service issues identified during client interactions, offering insights for improvement.
- Trained new personnel on company operations, policies, and commission procedures.
Customer Service Expert
Jackson Insurance Company
- Delivered exceptional customer support by efficiently addressing inquiries and resolving issues.
- Maintained accurate documentation of customer interactions for quality assurance.
- Developed training materials to enhance skills of new employees.
- Coordinated cross-departmental efforts to effectively resolve escalated client issues.
- Collaborated with management to set performance goals aligned with organizational objectives.
- Identified and implemented improvements in departmental procedures to boost operational efficiency.
- Consistently exceeded performance targets through diligence and strong problem-solving skills.
- Established rapport with clients by actively listening and addressing concerns effectively.
Operations Trainer
Jackson Insurance Company
- Developed and delivered training modules to optimize operational efficiency.
- Evaluated training effectiveness through participant feedback and performance assessments.
- Collaborated with management to identify training needs and enhance onboarding processes.
- Facilitated workshops on standard operating procedures and best practices for staff development.
- Created instructional materials to support ongoing employee training initiatives.
- Designed customized training resources tailored to diverse learning styles.
- Served as a mentor for employees pursuing professional development opportunities within the organization.
Education
High School Diploma -
St. Johns High School
Saint Johns, MI06-1985
Skills
- Software expertise and proficiency
- Contact center operations
- Data entry proficiency
- Conflict resolution
- Cultural awareness
- De-escalation techniques
- Telephone professionalism
- Document processing
- Empathy display
- Problem-solving skills
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Active listening skills
- Verbal and written communication
Timeline
Customer Service Technician E9
DTMB - State of Michigan
12.2024 - Current
Premier Service Advocate
Jackson Insurance Company
11.1987 - 11.2024
Customer Service Expert
Jackson Insurance Company
Operations Trainer
Jackson Insurance Company
High School Diploma -
St. Johns High School