Jessica Johnson
Customer Support
Atlanta,GA
Summary
Diligent professional with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
17
17
years of professional experience
Work History
Hazard Insurance Specialist
Assurant
08.2018 - 09.2025
- Managed inbound calls to address homeowners’ insurance inquiries, covering topics like payments, file maintenance, coverage requirements, and lender-placed insurance.
- Coordinated with insurance companies and agencies to acquire updated insurance records.
- Collaborated with various departments to ensure efficient and satisfactory resolution of account issues.
- Developed and maintained strong client relationships by providing excellent customer service and effective communication.
- Assisted in training new hires on insurance policies and customer service best practices to streamline operations.
MCC Lead Loan Advocate
Suncoast Credit Union
10.2015 - 06.2018
- Handled over 60 inbound calls daily from Suncoast Credit Union members, processing financial transactions and loan applications.
- Reviewed and educated members on loan products, cross-selling suitable options.
- Initiated and researched case inquiries, collaborating with various departments to resolve issues.
- Managed loan maintenance requests and performed file maintenance efficiently.
- Assisted in call evaluations and contributed to training new employees.
- Communicated case resolutions and loan results to members via email effectively.
Financial Services Representative
Amscot Financial
04.2012 - 10.2015
- Greeted and assisted customers in a professional, friendly, and welcoming manner to ensure a positive service experience.
- Utilized strong communication and interpersonal skills to identify customer needs and provided appropriate financial solutions.
- Processed bill payments, money transfers, money orders, and cash advances accurately and efficiently.
- Maintained a high level of accuracy when handling cash transactions and balancing daily drawers.
- Promoted and cross-sell company products and services to meet customer needs and branch goals.
- Traveled to other branch locations as needed to support staffing and maintain business operations.
- Provided customer service support, resolving inquiries and ensuring satisfaction with financial products.
Customer Service Representative
Metro PCS
01.2009 - 03.2012
- Greeted and served customers in a friendly, professional, and efficient manner to ensure a positive in-store experience.
- Provided detailed information about phone plans, packages, and promotional bundles to help customers make informed decisions.
- Upsold products and services to meet sales goals and enhance customer satisfaction.
- Processed bill payments, handled cash transactions, and balanced the register accurately.
- Updated and maintained customer information in the system to ensure accuracy and efficiency.
- Maintained store appearance through regular cleaning, restocking, and merchandise organization to ensure a welcoming environment.
Education
High School Diploma -
Paul R Wharton High School
Tampa, FL06.2010
Skills
- Financial Services (10 years)
- Escrow Account Management (7 years)
- In-person Customer Care (10 years)
- Call Center Customer Care (10 years)
- MS OFFICE (10 years)
- Homeowners Insurance Services (7 years)
- 55 wpm (10 years)
- Excel (10 years)
- Avaya (10 years)
- Cisco Jabber
- Microsoft Office (10 years)
- Time Management Skills
- Multi-Tasking Ability
- Excellent Phone Etiquette
- Financial Services
- Cash Handling
- Great Written and Verbal Communication Skills
Additional Information
- Technical Skills:
- AI experience
- ChatGPT Experience
- Microsoft Office Suite (Word, Outlook, Teams, Excel….)
- 55 WPM typing speed
- Cisco Jabber
- Windows NT (VISTA, 10 ,11)
- Avaya
- Skype
- Zoom
Timeline
Hazard Insurance Specialist
Assurant
08.2018 - 09.2025
MCC Lead Loan Advocate
Suncoast Credit Union
10.2015 - 06.2018
Financial Services Representative
Amscot Financial
04.2012 - 10.2015
Customer Service Representative
Metro PCS
01.2009 - 03.2012
High School Diploma -
Paul R Wharton High School