Jennifer Johnson
Hawthorne,FL
Summary
Professional with 13+ years of strong background in customer interactions and service solutions. Demonstrated top-tier Associate Behavior Scoring at Nationwide Insurance. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Recognized for leadership, reliability, and the ability to balance hands-on team management responsibilities.
Overview
15
15
years of professional experience
Work History
Customer Service Representative II
Nationwide Insurance
10.2022 - 05.2025
- Provide comprehensive support for policy and billing inquiries, ensuring effective resolution of complex customer issues.
- Master multiple software applications including PolicyCenter, Agent Center, Artemis, and Knowledge Advance to streamline customer service processes.
- Achieve top-tier status in Associate Behavior Scoring through consistent demonstration of exemplary service and team collaboration.
Facilitator
Martin’s Supermarket
08.2021 - 05.2022
- Facilitated the coordination and organization of customer grocery orders, improving the efficiency of the delivery process.
- Cultivated a supportive work atmosphere, contributing to improved employee performance and job satisfaction.
- Acquired extensive product knowledge spanning multiple departments, enriching the quality of customer service provided.
Commercial Lines Processor
Nationwide Insurance
01.2014 - 11.2020
- Processed various commercial insurance documents, including endorsements and renewals, maintaining high accuracy and adherence to underwriting guidelines.
- Handled basic transactions for new business, modifications, and correspondence for commercial and specialty lines.
- Calculated manual policy rates for diverse insurance products.
- Coordinated the transfer of policies between regions to align with business requirements.
- Delivered telephone support to agents, offering assistance and resolving inquiries to ensure quality service.
CSSS Technical Clerk
Nationwide Insurance
04.2010 - 01.2014
- Managed and processed technical documentation focused on accuracy and adherence to regulatory standards.
- Conducted research and accurately entered policyholder data into the company's database.
- Reviewed and routed change requests, ensuring complete policyholder records were delivered to the correct department.
- Prepared and directed new business accounts to underwriters or designated processing queues.
- Acted as a Subject Matter Expert (SME) for the Comment Team, guiding colleagues in account location and task routing.
- Provided cross-training to colleagues, enhancing team versatility and knowledge sharing across different operational queues.
- Led CORE Engagement initiatives, fostering team understanding of their roles and promoting daily engagement through organized activities.
Education
Bachelor of Fine Arts - Interior Design
Miami International University of Arts and Design
Miami, FL01.2023
Associate's Degree - Business
Sante Fe College
Gainesville, FL01.2010
High School Diploma - undefined
Buchholz High School
Gainesville, FL01.2006
Skills
- Active Listening
- Problem Solving
- Empathy
- Multitasking
- Conflict Resolution
- Data Entry
- Communication
- Technical Proficiency
- Patience
- Leadership & Team Supervision
- Scheduling & Resource Management
- Quality Assurance & Accuracy in Order Fulfillment
- Safety & Compliance Oversight
- Communication & Collaboration Across Departments
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Office
Timeline
Customer Service Representative II
Nationwide Insurance
10.2022 - 05.2025
Facilitator
Martin’s Supermarket
08.2021 - 05.2022
Commercial Lines Processor
Nationwide Insurance
01.2014 - 11.2020
CSSS Technical Clerk
Nationwide Insurance
04.2010 - 01.2014
Associate's Degree - Business
Sante Fe College
High School Diploma - undefined
Buchholz High School
Bachelor of Fine Arts - Interior Design
Miami International University of Arts and Design