Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Smith

Cordova,TN

Summary

Results-driven insurance professional with background in customer service, specializing in delivering tailored solutions and maintaining client satisfaction. Known for strong collaboration skills and adaptability in dynamic environments to meet team goals. Equipped with excellent communication and conflict resolution abilities, ensuring reliable and consistent performance.

Overview

17
17
years of professional experience

Work History

Insurance Customer Service Specialist

AAA Auto Club Group
02.2022 - Current
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Reduced wait times by quickly addressing customer questions regarding billing, policy changes, and claim status updates.
  • Collaborated with underwriters to evaluate risks and provide appropriate policy recommendations.
  • Assisted in developing training materials for new hires that emphasized best practices for providing exceptional customer service within the insurance industry.
  • Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies.
  • Identified potential fraud cases through diligent investigation of questionable claims or inconsistencies in documentation provided by clients.
  • Streamlined claims processing for faster resolution and improved client experience.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Completed customer applications and updated records to reflect current information.
  • Liaised with insurance carriers to resolve billing errors and discrepancies.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Processed and recorded new policies and claims.

Travel Consultant

AAA Auto Club Group
04.2008 - 02.2022
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travelers.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
  • Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.
  • Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
  • Organized group tours, ensuring a seamless experience from start to finish for all participants.
  • Helped customers with passport and visa applications.
  • Monitored currency exchange rates and advised customers on best time to purchase foreign currency.

Education

Associate of Science - Psychology

Southwest Tennessee Community College
Memphis, TN
05-2025

Skills

  • Client relationship building
  • Complaint handling
  • Upselling strategies
  • Cross-selling products
  • Organization
  • Teamwork and collaboration
  • Customer service
  • Reliability
  • Excellent communication
  • Critical thinking
  • Adaptability and flexibility
  • Verbal and written communication
  • Denied claims identification
  • Recordkeeping organization
  • Data entry software
  • Dispute resolution
  • Case management
  • Account management
  • Billing software

Timeline

Insurance Customer Service Specialist

AAA Auto Club Group
02.2022 - Current

Travel Consultant

AAA Auto Club Group
04.2008 - 02.2022

Associate of Science - Psychology

Southwest Tennessee Community College

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