Jennifer Johnson

• Consistently delivered results exceeding company expectations of productivity (approximately 150% of expected time for completion) and quality (approximately 99% year to date)
• Analyzed accident history and motor vehicle reports to remain in compliance with state and company regulations.
• Evaluated compliance with insurance regulations, researched discrepancies, and resolved consumer complaints, ensuring adherence to state and company standards.
• Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
• Utilized my detail oriented skills to identify issues and provide solutions prior to leading to additional issues that may arise for both company and customer.

• Identified risks through review of over 120,000 policies handled by Underwriting, Internet, and Field Offices in order to identify quality issues, provided solutions, and correct quality errors.
• Drafted and analyzed monthly memos and led meetings with senior management to review and advise best practices to improve the quality performance within each department.
• Assisted in creation of process and procedures to alleviate compliance errors from state regulations and company policies.
• Participated in projects correcting approximately 90,000 policies to be in compliance with state regulations and company filings saving the company fines for the non-compliance.
• Conducted detailed competitive analysis of compliance data, identified trends in policy discrepancies, and enforced corrective measures to ensure regulatory compliance.
• Performed and created training for associates to reduce quality errors after identifying trends leading to a reduction in overall errors.

• Monitored incoming calls for customer service agents to verify compliance of state regulatory and company standards to provided solutions to how each metric could be improved.
• Mentored and coached associates falling below company standards (ranking in bottom 50% of floor results) for customer service and quality expectation metrics to move their results to top quartile, which improved customer service surveys.
• Drafted and analyzed monthly memos then led meetings with senior management to advise of areas of opportunity to advise where we could gain efficiencies and increase customer satisfaction.

Sales

• Evaluated risk and established policies for customers allowing to assist in GEICO obtaining the #2 property casualty insurer status.
• Utilized insurance knowledge to adequately provide insurance needs for auto, motorcycle, & RV customers

Service

• Resolved customer complaints and handled complex situations, ensuring compliance with regulations and enhancing customer satisfaction
• Utilized active listening skills and product knowledge to improve customer surveys to 80% satisfaction up from the 60% that the company had previously obtained.

Claims

• Analyzed and addressed claims, set up car rentals, spoke to adjusters and customers to resolve the claims in a timely manner while updating claims systems to track claims and provide relevant information to other departments.