Jessica Valdez
Des Moines
Summary
Customer service professional with over 10 years of experience in building relationships and resolving complex issues. Demonstrates strong communication and organizational skills, efficiently managing multiple tasks in fast-paced environments while enhancing customer satisfaction and retention.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Client Representative
NCMIC Insurance Company
04.2022 - Current
- Developed relationships with new and existing customers, proactively cross-selling NCMIC products to address business needs.
- Consulted with core customers via phone, chat, or email to resolve policy and coverage inquiries.
- Collaborated with prospective customers to assess coverage needs, deliver accurate quotes, and facilitate application processes.
- Works with Management and the Technical services Administrator to successfully complete training curriculum and develop knowledge of product and services.
- Accurately enters call data into computer systems.
- Managed returned mail and resolved address change inquiries.
Special Education Associate
West Des Moines Community Schools
11.2020 - 04.2022
- Facilitated student access to class materials and resources.
- Guided students in completing daily academic tasks to enhance learning engagement.
- Guided students in developing effective study skills for exams and projects.
- Supported students in addressing and resolving behavioral concerns to foster a positive classroom environment.
- Takes notes for class and helps the student with typing and writing assignments.
- Assisted students with personal care and daily needs to promote independence and well-being.
- (Valley High School)
Retirement Customer Service (special temp project)
Rose International, FedEx
06.2021 - 08.2021
- Assisted customers in selecting plans tailored to their retirement needs.
- Explained differences between plans A and B, guiding customer understanding.
- Help make the choice for Plans A or B for the customer.
- Answer general to complex questions regarding the customers retirement plans.
- Assisted customers with creating online accounts.
- Corrected customer address information.
- Daily use of FedEx retirement choice website tool, Eagle database, Helpline log, Microsoft excel, Citrix.
- Supported special project operations, improving team workflow.
Customer Service Representative
Symetra
04.2020 - 11.2020
- Answer general and complex policy questions.
- Updated customer addresses and billing details to ensure record accuracy.
- Facilitated delivery of life insurance illustrations to policyholders.
- Reviewed policy contracts and premium notices to verify compliance and clarity.
- Uses the following systems daily: AWD, Dynamics, Mainframe, Docvault, P8, KB, and KB Pac, Jabber.
- (Insight Global)
Data Entry Customer Service
Cognizant
09.2019 - 04.2020
- Verified policies and ensured proper documentation was received to support compliance.
- Maintained accurate customer records by updating personal information, enhancing data integrity.
- Managed customer requests for adjustments to insurance coverages and discounts.
- Reached out to customers about changes being made to policy, update personal information.
- Assisted customers by answering general questions about various insurance policies, improving customer satisfaction.
- Used the following systems daily to complete changes, Microsoft excel, AWD, Policy Center, BAM, Docvault, and Inquira.
- (Palmer group)
Death Claims/Customer service
Midwest Professional Staffing
11.2018 - 05.2019
- Verified policies for eligibility of death benefits, ensuring timely processing for beneficiaries.
- Ensure that policy was in good standing at time of policyholder's passing.
- Communicated requirements for receiving death benefits through emails, letters, and phone calls, enhancing customer understanding and satisfaction.
- Answered general inquiries about policies and benefits, providing clear information to support customer needs.
- Compile statistical data using multiple systems such as, Microsoft Excel, EDM I&O, SIR2000, Accurint, BOSS LIFE, BOSS CLAIMS, CDI, CIF.
- /Metlife
Education
Certified First Respondent -
Des Moines Fire Department
03-2026
CPR Certified -
03-2026
CPI Certified -
03-2026
DMACC - Business Administration
DMACC (Ankeny Campus)
Ankeny, IA01-2009
Insurance License - Property and Casualty
Skills
- Customer service
- Effective communication
- Relationship building
- Conflict resolution
- Problem solving
- Data analysis
- Policy management
- Attention to detail
- Time management
- Multitasking
- Goal oriented
- Active listening
References
Available Upon Request
Community Service
- Autism awareness, 05/18, Current
- Delaware Township Fire Department (First respondent for medical emergency calls)
Certification
Early childhood learning standards- certificate ID VQXDF0gAtd-Current
Timeline
Client Representative
NCMIC Insurance Company
04.2022 - Current
Retirement Customer Service (special temp project)
Rose International, FedEx
06.2021 - 08.2021
Special Education Associate
West Des Moines Community Schools
11.2020 - 04.2022
Customer Service Representative
Symetra
04.2020 - 11.2020
Data Entry Customer Service
Cognizant
09.2019 - 04.2020
Death Claims/Customer service
Midwest Professional Staffing
11.2018 - 05.2019
Certified First Respondent -
Des Moines Fire Department
CPR Certified -
CPI Certified -
DMACC - Business Administration
DMACC (Ankeny Campus)