JULIENNE KNOWLES
San Antonio,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Diligent, forward-thinking and adaptable to dynamic company, customer, and project needs. Commitment to continuous learning opportunities to expand knowledge base.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Life, Health and Annuity Service Specialist II
USAA Life Insurance Company
08.2024 - Current
- Provided exceptional service of USAA Life Company's Life, Health and Annuity service department by supporting and fulfilling member needs.
- Improved customer satisfaction by addressing and resolving money movement transactions and service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, referral acquisition, and customer satisfaction scores at the department's level II criteria for adherence, referral rate, quality assurance, customer satisfaction and authentication compliance.
Life, Health and Annuity Service Specialist III
USAA Life Insurance Company
06.2023 - 08.2024
- Provided exceptional service of USAA Life Company's Life, Health and Annuity products by supporting and fulfilling member needs.
- Improved customer satisfaction by addressing and resolving money movement transactions and service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, referral acquisition, and customer satisfaction scores at the department's level II criteria for adherence, referral rate, quality assurance, customer satisfaction and authentication compliance.
Product Implementation Specialist
Polunsky, Beitel, Green LLP/EClosePlus
01.2019 - 01.2023
- Led implementation initiatives of the law firm's proprietary software for Remote Online Notary and In-Person E-Notarization of mortgage transactions
- Conducted quality assurance testing on software releases, identifying bugs and recommending improvements under the direct supervision of the Chief Technology Officer.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for process improvement and product development.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
EClosing Document Processor
Polunsky, Beitel, Green LLP/EClosePlus
01.2018 - 01.2019
- Conducted document preparation, processing and review for mortgage transactions using the law firm's proprietary software for electronic real estate transactions/closings.
- Conducted thorough quality checks on completed documents, maintaining an exceptional level of accuracy and attention to detail.
- Delivered exceptional technical assistance and responded to customer inquiries through both phone and email channels while maintaining professionalism at all times.
- Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
Escrow Processor
Independence Title Company
01.2017 - 01.2018
- Resolved title defects by satisfying existing liens and encumbrances against property to clear title
- Collaborated with real estate agents, lenders, and other stakeholders for seamless communication throughout the escrow process.
- Verified legal documents for correct acknowledgments and legal and lien information.
- Expedited closing timelines by efficiently prioritizing tasks, adhering to established deadlines and managing multiple files simultaneously throughout the escrow process.
- Demonstrated proficiency in utilizing industry-specific software for efficient handling of escrow-related tasks and record-keeping requirements.
- Managed a high volume of incoming inquiries from clients, effectively addressing their needs while maintaining a professional demeanor.
- Maintained compliance with industry regulations, staying current on changes to ensure smooth transaction processes.
- Minimized financial discrepancies by accurately calculating fees, taxes, and other related costs associated with each transaction.
- Verified legal documents for correct acknowledgments and legal and lien information.
- Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.
- Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closing and returned executed loan packages to lender for review and approval in accordance with lender instructions.
- Safeguarded sensitive client information by maintaining strict confidentiality protocols in all aspects of work.
Events Program Manager
Frost & Sullivan
01.2015 - 01.2017
- Coordinated and fulfilled demand generation projects for the event marketing division.
- Worked closely with the marketing team to develop targeted email campaigns, increasing registration rates for various events.
- Increased event attendance by developing and implementing strategic marketing campaigns.
- Worked closely with sales teams to align event strategies with overall business objectives.
- Consistently met program targets for event recruitment and sales appointment setting.
- Generated leads through targeted networking at industry conferences and trade shows.
- Tracked key performance indicators to measure success of campaigns.
- Generated reports to support development and implementation of marketing plans.
Licensed Insurance Agent
Connexion Point
01.2014 - 01.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Obtained Texas Life and Health insurance producer's license. National Producer Number: 17540085
Education
Full Stack Coding Bootcamp - Web Development
University of Texas At Austin
Austin, TXBachelor of Arts - Communications
University of Texas At San Antonio
San Antonio, TX06.2014
High School Diploma -
Choate Rosemary Hall
Wallingford, CT05.2010
Skills
- Fast-paced environment adaptability
- Customer Relationship Management (CRM)
- High volume performance
- Clerical Support
- Problem-solving abilities
- Computer Proficiency
- Microsoft Office Suite
- Technical Support
Certification
- Full Stack Web Development Certificate – University of Texas at Austin
Timeline
Life, Health and Annuity Service Specialist II
USAA Life Insurance Company
08.2024 - Current
Life, Health and Annuity Service Specialist III
USAA Life Insurance Company
06.2023 - 08.2024
Product Implementation Specialist
Polunsky, Beitel, Green LLP/EClosePlus
01.2019 - 01.2023
EClosing Document Processor
Polunsky, Beitel, Green LLP/EClosePlus
01.2018 - 01.2019
Escrow Processor
Independence Title Company
01.2017 - 01.2018
Events Program Manager
Frost & Sullivan
01.2015 - 01.2017
Licensed Insurance Agent
Connexion Point
01.2014 - 01.2015
- Full Stack Web Development Certificate – University of Texas at Austin
Full Stack Coding Bootcamp - Web Development
University of Texas At Austin
Bachelor of Arts - Communications
University of Texas At San Antonio
High School Diploma -
Choate Rosemary Hall
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