Judith Wright
Jacksonville,FL
Summary
Highly motivated business professional with more than ten years of experience in the auto/flood/home insurance industry. With a talent for quickly solving problems, collecting data, establishing facts, and drawing valid conclusions in the same time able to provide the highest level of customer service while consistently increasing company capital.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Acting Interim Supervisor
We Insure
07.2025 - Current
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored new staff, fostering a collaborative team environment.
- Implemented process improvements and training manuals to enhance operational efficiency and customer service satisfaction.
- Monitored performance metrics, identifying areas for development and driving continuous improvement initiatives.
- Completed Call/Task/Chat audits for team members monthly.
- Completed Agent Activity Description error emails weekly for correction to team members.
- Tracked attendance and reported to Workforce Management.
- Monitored and replied to Multiple Team Chats.
- Resolved and Updated JIRA Tickets.
- Monitored workflows/phone/chat/queues in conjunction with Workforce Management weekly.
- Trained VAs on Commerical activities.
- Prepared and Lead weekly team meetings.
- Coached team members weekly for 30 minute intervals.
Team Lead, Customer Experince
WeInsure
03.2025 - 07.2025
- Created daily action plans and assign work to Team Members throughout the day to ensure Service Levels are met or exceeded.
- Assisted Team Members with questions relating to processes or insurance carrier practices throughout the day.
- Audited phone interactions and work product for Team Members weekly
- Lead Team Members in identifying process improvements and creating or updating applicable guides regularly.
- Training Team Members on process changes as needed
- Created Daily reports of SLA.
Senior Customer Experience Specialist
We Insure
11.2021 - 03.2025
- Process written requests by customers, carriers and/or agents to service insurance policies effectively.
- Provide coverage for departmental staffing shortages to ensure continuity of business operations.
- Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines.
- Effectively service all types of personal lines policies (e.g., auto, home/renters, umbrella, flood, recreational vehicles) and commercial lines policies (e.g., auto, property, general liability, workers compensation, cargo, etc.)
- Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships) and determine carrier guidelines/procedures to accurately process or communicate servicing needs.
- Make outbound calls to complete customer or carrier insurance requests when required.
- Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to standard operating procedures.
- Deliver high-quality customer service by managing requests from clients and/or We Insure producers for insurance policies including (but not limited to) answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation, processing changes, applying credits, etc.
Customer Service Representative/Processor II
Brightway Insurance
11.2015 - 09.2020
- Handled requests received from inbound phone calls, emails and chat from customers, agents and others
- Documented activities and follow-ups in appropriate systems accurately
- Trained associates how to process incoming requests and procedures
- Collected payments from insureds
- Examined documents for completeness, accuracy, or conformance to standards
- Responded to Live Chats
- Followed contract, property, or insurance laws
- Maintained insurance records
- Handled walk in customer requests
- Changed policy records to conform to insured.s specifications
- Compiled data on lapsed insurance policies to determine automatic reinstatement according to company policies
- Canceled insurance policies as requested by agents and insureds
Claims Examiner II
Prudential Life Insurance
07.2013 - 06.2015
- Answered inbound calls from Prudential customers about death claims
- Collected and processed death and life disability waiver claims
- Verified, corrected and completed claims information by telephone, letter or personal contact
- Conducted investigations and gathered supporting documentation on claims
- Reviewed medical documents/records to be forwarded to Medical adjusters
- Responded to written correspondence via mail or telephone
- Answered escalated and non-standard incoming interactions from clients and/or customers
- Diffused tense customer interactions by appropriately managing conflict, and building rapport with customers
- Responsible for taking ownership of all escalated calls and ensuring that client and customer satisfaction is maintained
- Determine optimal processes to resolve customer concerns through assessing individual situations and authorizing specific policy exceptions in the interest of customer satisfaction
- When requested, maintained contact with the client to ensure appropriate information is provided to meet their needs
- Responded to client requests, inquiries, and issues through various types of correspondence
Medical Claims Adjuster Support
Progressive Insurance
01.2012 - 06.2013
- Answered inbound calls from Progressive Auto Insurance customers about their medical claims
- Reviewed medical documents/records to be forwarded to Medical adjusters
- Responded to written correspondence via mail or telephone
- Processed and cut checks for medical claims
- Responded to doctors and hospitals inquiries regarding the process
- Reviewed ICD9 codes off of medical notes and reports
Switchboard Operator
Jacksonville Heart Center
10.2008 - 01.2012
- Answered incoming calls, greeted callers, provided information, transferred calls and took messages as needed
- Routed emergency calls appropriately
- Operated communication systems, such as telephone, switchboard, and intercom
- Relayed or routed written or verbal messages.
- Placed telephone calls or arranged conference calls as instructed
- Performed clerical duties, such as typing, proofreading, scheduling appointments, and sorting mail
Customer Service Associate II
HSBC
03.2003 - 10.2008
- Responded to a variety of customer inquiries via inbound calls and written correspondence
- Negotiated late fee waivers' and took payments by phone for past due accounts
- Documented all customer transactions in accordance with company guidelines
- Processed routine monetary adjustments on payments and finance charges
- Handled large volumes of providers and members inquiries via telephone and mail
- Researched data effectively to be able to communicate to clients and members about their credit card benefits
- Responded to daily written correspondence
- Examined claims for proper processing and adjudication
Education
AA -
Technical or Vocational School
06.1997
Skills
- Customer service
- Commercial & Personal Lines Insurance
- Microsoft Excel
- Microsoft Office
- PowerPoint
- 10 Key Data Entry
- Insurance verification
- Insurance sales
- Multi-line Phone Systems
- Communication skills
Certification
- Florida 20-44 Property & Casualty Personal Lines Agent License
- Commercial Lines License
- Personal Lines License
- Property & Casualty License
Timeline
Acting Interim Supervisor
We Insure
07.2025 - Current
Team Lead, Customer Experince
WeInsure
03.2025 - 07.2025
Senior Customer Experience Specialist
We Insure
11.2021 - 03.2025
Customer Service Representative/Processor II
Brightway Insurance
11.2015 - 09.2020
Claims Examiner II
Prudential Life Insurance
07.2013 - 06.2015
Medical Claims Adjuster Support
Progressive Insurance
01.2012 - 06.2013
Switchboard Operator
Jacksonville Heart Center
10.2008 - 01.2012
Customer Service Associate II
HSBC
03.2003 - 10.2008
AA -
Technical or Vocational School
AREAS OF SKILLS
- Initiator
- Strong Communication, Flexibility
- Analytical/Research and problem solving
- Adaptability and ability to work under pressure
- Computer/Technical Literacy skills Hardware and Software