JANINA BOYD
Jonesboro,GA
Summary
Senior customer care associate with expertise in resolving complex customer issues through effective communication. Proven ability to build strong client relationships that drive satisfaction and loyalty. Collaborates with cross-functional teams to improve service protocols and enhance overall customer experience.
Overview
1
1
Certification
32
32
years of professional experience
Work History
Senior Customer Care Associate
M&T Bank
Duluth, Georgia
12.2025 - 08.2026
- Resolved complex customer complaints through effective communication.
- Assisted customers with account inquiries and transaction issues.
- Collaborated with team members to enhance customer service protocols.
- Gathered and verified proof of insurance from insurance companies to ensure property protection.
- Managed property coverage and escrow payments for clients with mortgage loans.
Customer Support Specialist
Bayer Healthcare
Indianola, PA
09.2023 - 10.2025
- Delivered exceptional customer service and technical support, fostering strong client relationships.
- Coordinated prompt responses to service requests for medical imaging equipment, enhancing customer satisfaction.
- Troubleshot complex medical device issues, providing effective solutions to enhance performance.
- Utilized advanced dispatch software to monitor service calls and optimize technician schedules.
- Ensured adherence to industry regulations and safety standards during service operations.
- Collaborated with cross-functional teams to improve product performance and operational efficiency.
- Demonstrated proactive approach and dedication as service support specialist with over five years of experience, contributing to team success.
Property & Casualty Licensed Agent
Farmer's Insurance
Pittsburgh, PA
07.2022 - 09.2023
- Possessed extensive experience as a licensed property and casualty agent in the insurance industry.
- Demonstrated strong understanding of state regulations and compliance in property and casualty insurance.
- Cultivated client relationships through clear communication, enhancing trust and satisfaction.
- Established strong client relationships that contributed to long-term retention and loyalty.
- Maximized agency revenue by cross-selling mortgage and auto insurance products to clients.
- Gained experience in mortgage and auto insurance sectors as a dedicated insurance agent.
- Utilized insurance software effectively for policy management and customer service improvements.
- Pursued professional development to stay updated on industry trends, ensuring informed client guidance.
Retail Sales Associate
Macy's
Pittsburgh, PA
02.2022 - 07.2022
- Delivered exceptional customer service, building lasting relationships with clientele.
- Showcased dedication as retail sales associate with strong customer service skills.
- Maintained extensive product knowledge to guide customers in informed purchasing decisions.
- Collaborated with colleagues to exceed sales goals and create inviting store environment.
Retail Sales Associate
Nordstrom
Pittsburgh, PA
08.2021 - 02.2022
- Engaged customers to provide personalized service and improve shopping experience.
- Excelled in dynamic, fast-paced retail environments to drive sales performance.
- Trained and mentored new team members to maintain high service standards and foster team cohesion.
- Cultivated positive store atmosphere by sharing knowledge of fashion trends and encouraging team enthusiasm.
Title Clearance Coordinator
Mortgage Connect
Pittsburgh, PA
09.2019 - 03.2020
- Coordinated title clearance processes, ensuring accuracy and compliance with local and federal regulations.
- Conducted thorough title searches, identifying and resolving liens and encumbrances to facilitate timely transactions.
- Resolved title issues efficiently to facilitate smooth closings and regulatory compliance.
- Demonstrated expertise in local and federal real estate laws impacting title clearance.
- Specialized in title clearance within the home mortgage industry, enhancing operational workflows.
- Collaborated with underwriters, lenders, and stakeholders to ensure seamless transactions.
- Maintained strong relationships with underwriters, lenders, and stakeholders to streamline title clearance and enhance communication.
- Managed documentation and reporting with a focus on accuracy and completeness.
Sr. Customer Service Specialist
Cigna Healthcare
Pittsburgh, PA
04.2014 - 08.2019
- Accumulated five years of experience in health insurance sector, enhancing client support and service delivery.
- Demonstrated strong knowledge of healthcare insurance products. policies, and regulations.
- Managed high call volume while maintaining professionalism and attention to detail.
- Built robust relationships with clients to enhance customer experience.
- Collaborated in team-oriented environments to meet company objectives and improve overall customer satisfaction.
Customer Service Representative
Cigna Group Insurance
Atlanta, PA
08.1994 - 04.1998
- Addressed customer complaints, achieving high satisfaction levels through effective resolution.
- Resolved client concerns using problem-solving skills to ensure timely and effective support.
- Provided exceptional support in disability insurance, demonstrating extensive industry knowledge.
- Communicated complex concepts to enhance client understanding of policies and services.
- Resolved complex inquiries, delivering accurate policy information to clients.
- Maintained strict compliance with industry regulations through strong attention to detail.
- Navigated healthcare regulations to inform families of their rights and options.
- Demonstrated empathy and confidentiality in handling unique client situations.
Education
Associate of Science - Business Management
Morris Brown College
Atlanta, GA05-1998
Skills
- Insurance regulations compliance
- Customer service excellence
- Problem-solving and analysis
- Effective communication
- Team collaboration
- Organizational skills
- Conflict resolution strategies
- Empathy and understanding
- Technical troubleshooting
- Issue resolution
Certification
- Property & Casualty Licensed Agent
Timeline
Senior Customer Care Associate
M&T Bank
12.2025 - 08.2026
Customer Support Specialist
Bayer Healthcare
09.2023 - 10.2025
Property & Casualty Licensed Agent
Farmer's Insurance
07.2022 - 09.2023
Retail Sales Associate
Macy's
02.2022 - 07.2022
Retail Sales Associate
Nordstrom
08.2021 - 02.2022
Title Clearance Coordinator
Mortgage Connect
09.2019 - 03.2020
Sr. Customer Service Specialist
Cigna Healthcare
04.2014 - 08.2019
Customer Service Representative
Cigna Group Insurance
08.1994 - 04.1998
Associate of Science - Business Management
Morris Brown College