Jonathan White
Ocala
Summary
Dedicated to delivering top-notch customer service and resolving issues promptly to ensure customer satisfaction and loyalty. Demonstrated ability to provide exceptional service and cultivate strong client relationships to drive repeat business. Proficient in problem-solving and communication, committed to surpassing customer expectations and fostering a positive work environment. Seeking a Customer Service position to utilize my skills in enhancing the overall customer experience and contributing to company success.
Overview
11
11
years of professional experience
Work History
Customer Service Team Lead
Renaissance Life & Health Insurance Company of America
09.2022 - Current
- At Renaissance L&H Insurance Co. I’m a Customer Service Team Lead for Renaissance resource team. I assist renaissance CSR agents with answering questions regarding policy changes/eligibility, billing/payment, and claims escalations. As a Team Lead our responsibilities are to listen to call or chat support by providing corresponding resource for education, navigation, and growth opportunities. Communicating clearly is implemented when assisting customer service agents during call as I review escalation and updating policy while summarizing steps needed for CRS agent to assist members. Provide status reporting, and outline service or procedures (PC) to the dental assistant or hygienist for dental claims processing. Investigate/review claims that have been submitted with inaccurate/unaccounted adjust claims, reissue checks, and submit all other billing inquiries to the corresponding department. Team Lead ensures compliance are being implemented along with privacy to protect in accordance with HIPPA.
Mortgage Coordinator
Archwell Holdings/ Freedom Mortgage
09.2021 - 05.2022
- As a mortgage coordinator, my responsibilities were to assist homeowners through the final approval refinance process for their loans. Responsible for reviewing closing obligations with the borrower and reviewing listed terms and cost of the loan. Scheduled appointment for closing with notary/ title company.
Mortgage Consultant
Brown & Brown Insurance
03.2020 - 09.2020
- Assisted homeowners and business owners in securing home loans and providing loan information. Helped borrowers connect with other loan officers in the specific requested department. Email or fax borrowers’ documents and information for approval purposes to underwriters or insurance verification. Applied mortgage payments to borrowers’ loans and assisted with forbearance applications and where to locate documents on the website.
Insurance Consultant
Progressive Insurance
09.2017 - 03.2020
- Insurance consultant are responsible for assisting customers wanting to add, change or, review insurance policies for their vehicles. Maintained performance goals and motivated the team when presented with a challenge that seemed hard to reach. Use clear concise decisions and vocabulary along with, strong verbal and written communication skills.
TELEPHONE SERVICE REPRESENTATIVE/CUSTOMER SERVICE
DME/AUTOPOINT
01.2016 - 01.2018
- Appointment coordinators received inbound and outbound calls from customers wanting to schedule service appointments for their vehicles on behalf of dealerships. Responsible for providing general support for customers and documented service information to encourage the scheduling of appointments. Planned and scheduled appointments for customers that were convenient for vehicle routine maintenance.
Telephone Sales Representative
American Support
07.2014 - 07.2015
- Contacted Bright House and Comcast customers offering them new promotions and equipment. Navigated through multiple networking and sales software’s while, processing multiple sales Transactions through third-party vendors following company policies and procedures.
Education
Music Tech/Audio Recording
Los Angeles Film School
01.2022
High School - undefined
Mainland High School
01.2006
Skills
- Policy enforcement
- Customer satisfaction
- Professional telephone demeanor
- Order fulfillment
- Customer relations
- Staff education and training
- Quality control
- Training development aptitude
- Complaint resolution
- Recordkeeping strengths
- Client engagement
- Multi-line phone talent
Accomplishments
- Achieved productivity goals by introducing resources for Identify and implement improvements to existing processes to increase efficiency tasks.
- Supervised team of 78 staff members.
- Collaborated with team of 108in the development of Technology Adaptation
- Resolved product issue through consumer testing.
- Documented and resolved escalations which led to Process Improvement
Timeline
Customer Service Team Lead
Renaissance Life & Health Insurance Company of America
09.2022 - Current
Mortgage Coordinator
Archwell Holdings/ Freedom Mortgage
09.2021 - 05.2022
Mortgage Consultant
Brown & Brown Insurance
03.2020 - 09.2020
Insurance Consultant
Progressive Insurance
09.2017 - 03.2020
TELEPHONE SERVICE REPRESENTATIVE/CUSTOMER SERVICE
DME/AUTOPOINT
01.2016 - 01.2018
Telephone Sales Representative
American Support
07.2014 - 07.2015
High School - undefined
Mainland High School
Music Tech/Audio Recording
Los Angeles Film School
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