Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jay Harris

Richardson,TX

Summary

Results-driven professional with over 7 years of leadership and account management experience in customer service, insurance, and operations. Skilled in team management, strategic planning, process optimization, and data-driven decision-making, consistently enhancing operational efficiency and improving customer satisfaction. Proven track record of leading cross-functional teams to exceed business goals, demonstrating adaptability, proactivity, and a commitment to delivering measurable results in dynamic environments.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Licensed Customer Experience Specialist

Lemonade Insurance
01.2021 - Current
  • Delivered high-quality support across auto, pet, home, and renters insurance, resolving complex policy and claims inquiries with professionalism and authority.
  • Oversaw multichannel customer interactions (phone, chat, email) and implemented efficient workflows, enhancing team productivity and client satisfaction.
  • Partnered with underwriters and insurance agents to guide complex policy decisions, demonstrating cross-functional collaboration and decision-making skills.
  • Leveraged AI-powered internal systems to streamline case handling and optimize team processes, reducing resolution times and improving service consistency.
  • Mentored and coached new hires on service standards, system navigation, and workflow best practices, contributing to improved team performance and operational efficiency.
  • Drove process improvements by identifying recurring customer issues and implementing solutions, resulting in faster resolution times and higher customer satisfaction.

Massage Therapist

Independent Contractor
01.2019 - 01.2020
  • Managed client schedules, appointments, and session logistics, demonstrating strong organizational and operational skills.
  • Adapted techniques and service plans to meet individual client needs, showing problem-solving and customer-focused decision-making.
  • Built and maintained strong client relationships through attentive service and follow-up, fostering loyalty and repeat business.
  • Oversaw all aspects of independent practice, including client communication, payments, and operational processes, showcasing self-management and leadership.

Account Manager

Enterprise Rent-A-Car
2013 - 01.2019
  • Acted as the primary liaison between Enterprise and insurance partners (Allstate, Liberty Mutual), coordinating vehicle repairs, timelines, and billing to ensure seamless customer experiences.
  • Communicated with body shops to streamline repair processes and implemented software tools, reducing manual updates and improving efficiency.
  • Managed Catastrophe Team operations, delegating tasks, monitoring performance, and ensuring team goals were met.
  • Oversaw accounts receivable, debt collections, and insurance inquiries, ensuring timely resolution and financial accuracy.
  • Led cross-functional collaboration between insurance companies, body shops, and internal teams to resolve complex cases and maintain customer satisfaction.
  • Provided strategic account insights and process improvements, driving operational efficiency and stronger partner relationships.

Management Trainee

Enterprise Rent-A-Car
2012 - 2013
  • Managed vehicle rentals and protection package sales, providing excellent customer service and building client relationships.
  • Assisted with incident resolution, complaint handling, and task coordination, gaining foundational experience in operations and team collaboration.
  • Supported business reviews and project initiatives, developing skills in strategic planning, reporting, and cross-functional communication.

Education

Bachelor's Degree - Business Administration in Marketing

Prairie View A&M University

Skills

  • Team leadership
  • Client relationship management
  • Conflict management
  • Workflow optimization
  • Project management expertise
  • Metrics-driven decision-making
  • Financial analysis and account management
  • Stakeholder engagement
  • Comprehensive insurance product knowledge
  • AI systems navigation

Certification

P&C License

Certified Massage Therapist

Timeline

Licensed Customer Experience Specialist

Lemonade Insurance
01.2021 - Current

Massage Therapist

Independent Contractor
01.2019 - 01.2020

Account Manager

Enterprise Rent-A-Car
2013 - 01.2019

Management Trainee

Enterprise Rent-A-Car
2012 - 2013

Bachelor's Degree - Business Administration in Marketing

Prairie View A&M University

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Jay Harris