Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jenny Burnett

West Sacramento,USA

Summary

Dynamic professional with extensive experience at Progressive Insurance, excelling in regulatory compliance and customer service. Proven track record in document management and data entry, ensuring accuracy and confidentiality. Adept at resolving complex inquiries and enhancing customer satisfaction, consistently achieving performance goals while maintaining meticulous records.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Processing Specialist Sr.

Progressive Insurance
06.2024 - Current
  • Verified motor vehicle and CLUE reports, updated driving records, and assessed risk to underwrite policies, ensuring compliance and accurate policy handling.
  • Processed endorsements, reviewed incoming documents for compliance, and issued nonrenewals and memos to maintain policy accuracy.
  • Corrected transaction errors, managed failed renewals, and applied applicable discounts, completing follow-up actions to ensure policy integrity.

Chat Blended Specialist

Progressive Insurance
06.2021 - 06.2024
  • Delivered live chat support by resolving inquiries related to insurance policies, claims, billing, and coverage with a focus on accuracy and efficiency.
  • Handled multiple simultaneous chats, guiding customers through policy updates and recommending additional products to enhance satisfaction and meet compliance goals.
  • Completed loan-in tasks for the Processing Department, including document processing and follow-up actions on policies.

Agency Services Specialist

Progressive Insurance
06.2016 - 06.2021
  • Supported agents with inquiries, endorsement updates, payment processing, and website navigation.
  • Guided agents on risk evaluation, policy issuance, documentation requirements, and accommodations.

Customer Service Specialist

Progressive Insurance
06.2014 - 06.2016
  • Assisted customers in a fast-paced environment by building rapport, resolving inquiries on renewals, coverage, billing, and policy changes, and identifying solutions to meet their needs.
  • Maintained high performance by meeting goals for call quality, efficiency, and first-call resolution, supporting customer satisfaction, retention, and business growth.
  • Supported new hire development by providing call feedback, system navigation tips, and guidance on procedures, underwriting, and compliance.

Team Member

Papa Murphy’s
09.2010 - 10.2014
  • Prepared food and stocked make-lines and walk-ins, ensuring all ingredients and supplies were ready for daily operations.
  • Assisted customers with orders, performed cashier duties, processed end-of-day reports, and maintained a clean and organized work environment.
  • Collaborated with team members to optimize workflow during peak hours, ensuring prompt service and high customer satisfaction.
  • Maintained cleanliness and organization of workstations to ensure food safety standards.

Sales and Service Representative

Cheap Insurance Agency
12.2011 - 10.2013
  • Underwrote individual risks and issued auto and property policies while cross-selling products for 20+ non-standard insurance carriers.
  • Handled customer inquiries, payment processing, and policy endorsements to ensure high-quality service and retention.
  • Generated and followed up on sales leads to consistently support sales goals and business growth.

Direct Sales Representative

California State Automobile Association
02.2006 - 11.2007
  • Evaluated risk and issued auto, property, and umbrella insurance policies in compliance with underwriting guidelines.
  • Reviewed and explained benefits of various company products to customers.
  • Consistently met or exceeded monthly sales goals.

Member Service Specialist

United States Automobile Association
12.2002 - 12.2005
  • Issued personal lines insurance policies across 19 states while maintaining active licenses and regulatory compliance.
  • Assisted customers in selecting insurance products and coverage options tailored to their financial needs and goals.
  • Resolved customer concerns and provided service support with payments, policy inquiries, and coverage adjustments.

CIP/ECRM Sales Representative

Teletech Communications, Inc.
12.2000 - 12.2002
  • Specialized in issuing auto and property policies for Allstate across 12 states, ensuring adherence to underwriting guidelines.
  • Consistently achieved monthly sales goals through effective communication and in-depth product knowledge.
  • Delivered exceptional customer service by managing inquiries, processing endorsements, and facilitating payments to maintain client satisfaction.

Education

General Studies

San Joaquin Delta College
Stockton, CA
05.2002

Skills

  • Document management
  • Data entry
  • Regulatory compliance
  • Customer service
  • Records maintenance
  • Transaction processing

Certification

California Property and Casualty License

Timeline

Processing Specialist Sr.

Progressive Insurance
06.2024 - Current

Chat Blended Specialist

Progressive Insurance
06.2021 - 06.2024

Agency Services Specialist

Progressive Insurance
06.2016 - 06.2021

Customer Service Specialist

Progressive Insurance
06.2014 - 06.2016

Sales and Service Representative

Cheap Insurance Agency
12.2011 - 10.2013

Team Member

Papa Murphy’s
09.2010 - 10.2014

Direct Sales Representative

California State Automobile Association
02.2006 - 11.2007

Member Service Specialist

United States Automobile Association
12.2002 - 12.2005

CIP/ECRM Sales Representative

Teletech Communications, Inc.
12.2000 - 12.2002

General Studies

San Joaquin Delta College

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