Jessica Stevens
Sanderson,FL
Summary
Goal-oriented Insurance Professional effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person. Offering 17-year background with proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Relations Representative
James Buss - State Farm
Lake Butler, Florida
04.2024 - 12.2024
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service and account management calls.
- Maintained accurate records of customer interactions and transactions for future reference.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Developed customized sales plans for individual customers based on their needs.
- Mentored new employees on procedures and policies to maximize team performance.
- Processed payments from customers using various payment methods including cash, credit cards and checks.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Actively sought out new sales opportunities by engaging existing customers in conversations about additional products or services they may be interested in purchasing.
- Participated in team meetings and brainstorming sessions to improve customer service processes.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
Licensed Insurance Sales Agent
Sandra Williams Agency
Lake City, FL
01.2024 - 03.2024
- Analyzed client needs and provided customized solutions for their individual requirements. Identified opportunities for cross-selling additional products based on customer needs.
- Developed appropriate quotes based on risk information. Prepared reports summarizing data from customer interactions such as sales volume or policy renewals.
- Resolved customer complaints in a timely fashion while maintaining positive relationships with all parties involved. Maintained records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
- Processed applications for new policies or changes to existing ones quickly and accurately. Rewrote and reinstated insurance policies, following underwriting and business rules. Contacted underwriters and submitted forms to obtain binder coverage.
- Explained complex technical information about insurance plans in a clear manner that was easy for customers to understand.
- Pursued continued professional development through insurance workshops, course and webinars. Provided leadership and training for new agents regarding industry best practices and company policies.
Licensed Insurance Sales Agent
Sandra Williams - Farmers Insurance
Lake City, FL
11.2021 - 12.2023
- Responded promptly to customer inquiries regarding product features, pricing, availability. Resolved customer complaints in a timely fashion while maintaining positive relationships with all parties involved.
- Assisted clients in understanding the various types of insurance coverage available and helped them select appropriate products. Interviewed prospective clients to obtain data about financial resources and needs.
- Managed existing accounts by providing ongoing support and guidance as needed. Upsold products to policyholders and potential new clients. Achieved repeat business and referrals through personalized services.
- Processed applications for new policies or changes to existing ones quickly and accurately. Rewrote and reinstated insurance policies, following underwriting and business rules.
- Collaborated with colleagues from other departments such as underwriting or claims processing teams.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
Insurance Agency Owner
Stevens Insurance Group
Macclenny, FL
09.2014 - 11.2021
- Utilized specialized software programs for tracking policy renewals or generating quotes for prospective customers.
- Resolved customer complaints promptly and professionally while maintaining high levels of customer satisfaction.
- Maintained financial records such as invoices, expenses reports and accounts receivable and payable ledgers.
- Organized meetings between clients and representatives from partner companies in order to discuss potential business opportunities.
- Inspected property damage sites to determine coverage eligibility based on policy provisions.
- Developed and maintained a thorough understanding of company products, services, policies, procedures and regulations.
- Drafted insurance contracts for new clients while ensuring compliance with applicable laws and regulations.
- Conducted in-depth research on competitive insurance markets to identify opportunities for growth.
- Managed daily operations including sales tracking, budgeting, forecasting, payroll administration and staff development.
- Prepared detailed reports summarizing monthly premiums collected along with any outstanding payments due from customers.
- Kept records for production, inventory, income, and expenses.
- Resolved issues quickly through meticulous research and quick decision-making.
- Analyzed financial statements and trends to manage cash flow and make business decisions.
- Kept up-to-date on regulatory changes affecting business operations.
- Improved company's quality and productivity by streamlining systems and processes.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Provided guidance to employees on underwriting standards as well as best practices in customer service delivery.
- Ensured that all employees are compliant with state licensing requirements before performing any duties related to insurance transactions.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
Account Executive
Clegg Insurance Group
Clearwater, FL
05.2013 - 08.2014
- Maintained accurate records of all sales activities using CRM software systems. Utilized CRM to collect, organize and manage sales data and customer information.
- Maintained updated knowledge of changing industry, standards and trends related to accounts. Helped develop marketing materials and ideas to increase referrals.
- Greeted and assisted customers to foster positive experiences. Provided timely customer service support to resolve any issues quickly and efficiently.
- Attended networking events to build relationships with potential customers. Attended various networking events to identify sales opportunities and build relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Produced sales documents, finalized deals and filed records.
- Listened to customer needs to identify and recommend best products and services.
Personal Lines Underwriter
Citizens Property Insurance Corporation
Jacksonville, FL
07.2007 - 02.2012
- Reviewed claim files for accuracy prior to payment authorization.
- Provided agents with expertise in risk assessments and underwriting policies.
- Reviewed and evaluated personal lines insurance applications to determine acceptability of risk.
- Maintained accurate record keeping systems for all customer accounts according to company standards.
- Interpreted legal documents such as contracts, leases, deeds, mortgages to determine coverage requirements.
- Created insurance policies based on approved risks and established premiums.
- Utilized advanced understanding of underwriting criteria to provide approvals or rejections for applications.
- Cultivated and strengthened productive relationships with customers, field representatives and outside agencies.
- Entered and maintained risk information in various information systems.
- Solicited and evaluated insurance applications to approve or decline risks based on company guidelines.
Education
Bachelor of Arts - Criminal Justice
Saint Leo University
Gainesville, FL07-2007
Associate of Arts - General Studies
Santa Fe Community College
Gainesville, FL04-2005
High School Diploma -
Trinity Christian Academy
Jacksonville, FL05-2002
Skills
- CRM Software
- Policy Analysis
- Account Management
- Account Retention
- Customer Retention
- Risk Management
- Carrier Relations
- Product Knowledge
- Team Training and Development
- Proposal Preparation
- Customer Service
- Rapport Building
- Policy Management Expertise
- Appointment Management
- Policy Adjustment Knowledge
- New Business Development
Certification
- 2-20 License, May 2014
- 2-15 License, December 2024
References
References available upon request.
Timeline
Customer Relations Representative
James Buss - State Farm
04.2024 - 12.2024
Licensed Insurance Sales Agent
Sandra Williams Agency
01.2024 - 03.2024
Licensed Insurance Sales Agent
Sandra Williams - Farmers Insurance
11.2021 - 12.2023
Insurance Agency Owner
Stevens Insurance Group
09.2014 - 11.2021
Account Executive
Clegg Insurance Group
05.2013 - 08.2014
Personal Lines Underwriter
Citizens Property Insurance Corporation
07.2007 - 02.2012
Bachelor of Arts - Criminal Justice
Saint Leo University
Associate of Arts - General Studies
Santa Fe Community College
High School Diploma -
Trinity Christian Academy
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