Jessica Parnell
Jamestown,TN
Summary
Professional service industry expert, prepared to leverage extensive experience in client relations to drive positive outcomes. Known for fostering teamwork and adapting to evolving needs, ensuring reliable and efficient service. Skilled in conflict resolution and relationship management, valued for dependable and proactive approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Insurance Sales and Service Professional 1
USAA
03.2021 - Current
- Maintains familiarity with internal processes, and awareness of changes
- Attention to detail, and understanding of underwriting process
- Displayed excellent time management skills by consistently completing tasks within deadline constraints while maintaining high-quality standards.
- Managed high-volume workloads while maintaining a strong focus on client satisfaction.
- Achieved consistent sales growth with proactive prospecting strategies targeting potential new clients in key market segments.
- Supported cross-functional teams in achieving shared objectives related to service excellence and client satisfaction goals.
- Demonstrated commitment to professional development by actively participating in trainings, workshops, or seminars relevant to my field.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Assisted in training new employees, sharing knowledge of best practices and company procedures.
- Resolved customer complaints, ensuring an optimal resolution for both the client and company.
- Adapted quickly to changing conditions or unexpected challenges, demonstrating flexibility without compromising performance.
- Delivered exceptional results under pressure by prioritizing tasks according to urgency and importance.
- Enhanced customer satisfaction by providing timely and efficient service solutions.
- Improved overall service quality by identifying areas of improvement and implementing necessary changes.
- Exceeded performance goals by effectively managing multiple tasks in a fast-paced environment.
- Increased customer loyalty through personalized attention and genuine care for their needs.
- Generated positive feedback from clients through effective problem-solving skills and empathetic communication techniques.
Front Desk/ Insurance Specialist
Shuayb Dental
12.2019 - 03.2021
- Greeting patients as they arrive and answering phones
- Scheduling and cancelling patient appointments
- Dental Charting and Treatment Planning
- Completing and filing insurance forms and dental billing records
- Ensuring dental policies are active and entered correctly
- Assisting other dental staff and patients with their insurance questions and needs
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
Licensed Customer Service Representative (440)
West Coast Insurers of Crystal River
06.2018 - 12.2019
- Writing Property & Casualty & Auto insurance, round out current client’s accounts, manage an assigned book of business and grow that book of business
- Complete policy endorsements, complete policy reviews with clients, prepare sales materials for clients and prospects, handle routine office maintenance and other duties assigned
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Established rapport with diverse clientele through genuine interest in their needs, empathetic understanding of their situation, and candid communication style.
- Maintained strict compliance with industry regulations, company policies, and ethical guidelines in all aspects of customer service delivery.
- Proactively identified potential issues, escalating them when necessary for prompt resolution while maintaining clear communication with affected parties.
Licensed Customer Service Representative (440)
All in One Insurance
09.2017 - 06.2018
- Writing Property & Casualty & Auto insurance, completing routine service transactions for existing clients, round out existing clients accounts
- Answering phones, processing paperwork & client change request, prepare sales materials and ailing clients and prospects, setting up appointments for the agency, following up on appointments and other duties as assigned
- Collaborated with team members for efficient problem-solving and optimal customer service delivery.
- Maintained strict compliance with industry regulations, company policies, and ethical guidelines in all aspects of customer service delivery.
- Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
Account Manager
Randall Insurance & Financial Group
02.2016 - 05.2017
- Completing routine service transactions for existing clients, writing Property & Casualty & Auto insurance
- Answering phones, marketing updates, processing paperwork & client change request, following up on appointments, set up appointments for agency, recommend products to clients, prepare sales materials and ailing clients and prospects, handle routine office maintenance and other duties assigned
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Education
Bachelor of Science - Project Management
Bellevue University
Bellevue, NE06.2028
20-44 - Personal Lines Insurance Agent
Central Insurance School
Remote04.2021
Skills
- Insurance sales
- Personnel management
- Training & Team development
- Organizational skills
- Motivational skills
- Customer service & Sales
- Execution of actions
- Customer service results
- Upselling strategies
- Industry Expertise
- Complaint resolution
Accomplishments
- Collaborated with teams of 4-5 in the development of multiple projects as a Subject Matter Expert (SME) and LABS idea team
- Made for Excellence award winner X2
- Maintained 100% Compliance
- Quality Assurance POC
- Member Satisfaction POC
Certification
- AINS, The Institutes, 2023
Timeline
Insurance Sales and Service Professional 1
USAA
03.2021 - Current
Front Desk/ Insurance Specialist
Shuayb Dental
12.2019 - 03.2021
Licensed Customer Service Representative (440)
West Coast Insurers of Crystal River
06.2018 - 12.2019
Licensed Customer Service Representative (440)
All in One Insurance
09.2017 - 06.2018
Account Manager
Randall Insurance & Financial Group
02.2016 - 05.2017
- AINS, The Institutes, 2023
Bachelor of Science - Project Management
Bellevue University
20-44 - Personal Lines Insurance Agent
Central Insurance School
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