Jonathan Ramos
San Antonio,TX
Summary
Dedicated USAA Insurance Professional with 10+ years of experience delivering compassionate, accurate, and compliant service to members. Proven ability to handle complex insurance transactions, de-escalate sensitive situations, and support members through difficult life events while ensuring adherence to regulatory and risk standards. Strong advocate for member needs with extensive Property & Casualty knowledge and a commitment to excellence in service and accuracy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Professional
USAA
San Antonio, Texas
10.2014 - Current
- Provide compassionate, solutions-focused support to members through inbound and outbound interactions, while addressing complex insurance needs and emotionally sensitive situations.
- Service Property & Casualty policies by handling policy maintenance, billing inquiries, coverage explanations, underwriting considerations, and account updates in compliance with state and USAA guidelines.
- Assess risk and ensure accurate documentation to support policy changes, endorsements, and member requests.
- Apply strong de-escalation techniques to resolve member concerns and complaints while minimizing escalations and transfers.
- Partner with internal teams to resolve multifaceted issues and ensure seamless member experiences across products and services.
- Maintain a high level of accuracy and attention to detail while completing back-office work and transactional processing.
- Contribute ideas and process improvements to enhance team efficiency, service quality, and member satisfaction.
- Consistently demonstrate professionalism, empathy, and adherence to compliance standards while supporting members during stressful or time-sensitive situations.
Education
High School Diploma -
Foy H Moody High School
06-2005
Some College (No Degree) -
Texas A&M University-Corpus Christi
Corpus Christi, TXSome College (No Degree) - Business
Del Mar College
Corpus Christi, TXSome College (No Degree) - Business Administration
University of The Incarnate Word
San Antonio, TXSkills
- Survivor and member advocacy
- Property & Casualty Insurance ( Auto, Home, Renters)
- Policy servicing and maintenance
- Risk assessment and regulatory compliance
- De-escalation and complaint resolution
- Complex issue diagnosis and resolution
- Back-office processing and documentation accuracy
- Cross-functional collaboration
- High-volume inbound/outbound members contact
Certification
Property Casualty License in all 50 States
Accomplishments
Diamond Club 2022
Timeline
Licensed Insurance Sales Professional
USAA
10.2014 - Current
High School Diploma -
Foy H Moody High School
Some College (No Degree) -
Texas A&M University-Corpus Christi
Some College (No Degree) - Business
Del Mar College
Some College (No Degree) - Business Administration
University of The Incarnate Word