Jason McClelland
Dallas,TX
Summary
Dedicated Customer Support Specialist with 10+ years of experience assisting thousands of policyholders/agents with coverage, billing, and tech issues. Known for maintaining a high level of satisfaction through 4.7/5.0 feedback via surveys and upper leadership recognition. Achievement for resolving 80% of inquiries on first contact. Adept at multitasking across CRM platforms, email, and live chat, to deliver fast, accurate support.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Customer Care Representative
Farmers Insurance Agency
Dallas, TX
10.2025 - Current
- Resolved policy inquiries, billing questions, and coverage updates with accurate, courteous customer service.
- Processed policy changes, endorsements, and cancellations while maintaining compliance with agency procedures.
- Managed customer accounts in agency systems, ensuring complete notes and accurate policy information.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Specialist
GEICO, Government Employees Insurance Company
Richardson, TX
02.2012 - 12.2024
- Provided tech and product support to customers using the GEICO online portal, helping resolve account access and navigation issues.
- Used CRM software to track customer interactions, log feedback, and identify recurring service trends.
- Responded to coverage plan questions via phone, email and live chat, often handling over 70 inquiries daily with a 95% satisfaction rate.
- Guided customers through billing issues and policy changes, reducing call escalations by 20%
- Collected and verified key information to initiate inbound claims and ensure smooth handoffs to claims Agents.
- Drafted and delivered official Insurance documents such as quotes, renewals, and cancellations via mail or email while maintaining a high level of confidentiality.
- Handled incoming calls related to policy changes,updates, or general questions.
- Participated in weekly team meetings to improve service workflows and share feedback.
- Maintained advanced multitasking across multiple systems and tools to resolve issues efficiently.
Education
Associate of Arts -
El Centro College
Dallas, TX05.2006
High School Diploma -
Skyline High School
Dallas, TX05.2003
Skills
- Technical troubleshooting and issue resolution
- Customer communication (phone, email, live chat)
- CRM and data-tracking systems
- Insurance policy and claims support
- Cross-functional collaboration
- Documentation and email correspondence
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Strong written and verbal communication
Certification
- Texas Personal Lines Property and Casualty License Exp: 8/2028
Timeline
Customer Care Representative
Farmers Insurance Agency
10.2025 - Current
Customer Support Specialist
GEICO, Government Employees Insurance Company
02.2012 - 12.2024
High School Diploma -
Skyline High School
Associate of Arts -
El Centro College