Karen Jackson
Edmond,OK
Summary
Insurance professional with extensive experience in providing personalized insurance solutions. Recognized for ability to build strong client relationships and deliver exceptional service. Focused on team collaboration and adapting to changing needs. Skills include risk analysis, policy development, and effective communication.
Hold Oklahoma Life Health and Property Casualty Licenses
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Agent
State Farm
08.2024 - 02.2025
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
Director of Operations
Thrive
01.2020 - 06.2024
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Established and monitored quality assurance standards to achieve operational excellence.
- Assisted in recruiting, hiring and training of team members.
Call Center Manager
Blue Cross Blue Shield of Oklahoma
09.2011 - 01.2020
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
Education
No Degree - Business
University of Central Oklahoma
Edmond, OKSkills
- Customer service
- Licensed insurance agent
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Client needs analysis
- Account management
- Health insurance
Certification
FLMI
ICA
HIAA
Timeline
Insurance Agent
State Farm
08.2024 - 02.2025
Director of Operations
Thrive
01.2020 - 06.2024
Call Center Manager
Blue Cross Blue Shield of Oklahoma
09.2011 - 01.2020
No Degree - Business
University of Central Oklahoma
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