Jessica Carroway
Monroe,LA
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenge.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
TTEC
Monroe, LA
03.2023 - Current
- Effectively interacted with customers through excellent verbal and written communication skills
- Assisted clients in understanding the various types of insurance coverage available and helped them select appropriate products.
- Participated in weekly team meetings to discuss strategies for increasing sales volume.
- Processed applications for new policies or changes to existing ones quickly and accurately.
- Resolved customer complaints in a timely fashion while maintaining positive relationships with all parties involved.
- Identified opportunities for cross-selling additional products based on customer needs.
- Facilitated policy renewals, ensuring clients' coverage needs were continuously met.
- Conducted periodic reviews of clients' insurance needs, suggesting updates or upgrades to policies where necessary.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
EXPERIENCE
BANK OF AMERICA
US
01.2022 - 03.2023
- Managed the activation process for prepaid cards, overseeing production, distribution, and activation to ensure a smooth customer experience
- Specialized in detecting and preventing fraudulent activities specific to prepaid cards through data analysis and proactive monitoring
- Conducted financial analysis on prepaid card portfolios, evaluated performance metrics, and provided insights to support strategic decision-making.
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
US
01.2018 - 03.2022
- Managing incoming calls from customers, addressing inquiries, and providing information about products or services
- Maintaining accurate records of customer interactions and transactions
- Resolving customer concerns, complaints, or problems efficiently and effectively.
CLAIM MANAGEMENT SPECIALIST
SEDGWICK
US
01.2019 - 02.2021
- Maintaining detailed and organized records of claims and related activities
- Identifying and resolving issues or challenges that arise during the claims process
- Ability to assess and analyze claim information to make informed decisions.
Technical Support Representative
Accent Marketing
Monroe , LA
12.2007 - 10.2013
- Managed a high volume of incoming telephone inquiries and provided technical support to customers.
- Promptly resolved customer complaints and provided accurate information about our products and services.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Guided customers through step-by-step solutions in a clear and concise manner.
Education
High School Diploma -
Neville High School
Monroe, LA05-2002
Some College (No Degree) - Nursing
University of Louisiana At Monroe
Monroe, LASkills
- Information Security
- Call Management
- Data Entry
- Complaint resolution
- Call center experience
- Active Listening
- Lead Generation
- Order Fulfillment
- Adaptability
- Problem-Solving
- Patience
- Call handling
- Technical Support
- Customer Service
- Sales closing
- Payment Processing
Certification
- Licensed Insurance Agent
Timeline
Licensed Insurance Agent
TTEC
03.2023 - Current
EXPERIENCE
BANK OF AMERICA
01.2022 - 03.2023
CLAIM MANAGEMENT SPECIALIST
SEDGWICK
01.2019 - 02.2021
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
01.2018 - 03.2022
Technical Support Representative
Accent Marketing
12.2007 - 10.2013
High School Diploma -
Neville High School
Some College (No Degree) - Nursing
University of Louisiana At Monroe