Kelly Jones
Summary
Licensed Property & Casualty Insurance Agent in Texas. Excellent customer service skills with a proven track record. Good at conflict resolution and enhancing customer loyalty. Exceeding performance metrics, driving sales growth and fostering positive client relationships. Recognized for developing innovative solutions to improve service delivery.
Overview
28
28
years of professional experience
3
3
Certification
Work History
Customer Service P&C, Rep B
Kemper Insurance
11.2019 - 02.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- I was an active listener for the customer, leading to higher retention rates and positive feedback.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Office Manager
Performance Center of Dallas
08.2011 - 11.2019
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Set up all new customers.
- Set up and Maintained Shipping & Receiving of vehicles to and from customers (International customers included).
- Handled all the receiving and ordering of parts.
- Handled banking through NDBT (North Dallas Bank & Trust).
General Manager
BATCO Transportation
01.2010 - 02.2011
- Formulated policies and procedures to increase operational profitability.
- Track & trace all assigned loads of vehicles to ensure timely pickup and delivery.
- New business generation through cold calling.
- Price negations & contract agreements.
- General accounting using Excel.
- Weekly payroll management.
Funding Manager / Team Leader
CitiFinancial Auto
01.2006 - 01.2010
- Managed teams of 13 processors for Prime, Indirect and Carmax funding teams.
- Worked with other Team Leaders to effectively and efficiently produce the highest quantity of loans booked with a minimal amount of errors.
- Answered and clarified policy questions and guidelines.
- Fielded disgruntled dealer and buyer calls.
- Handled RTF (right to fund) calls.
- Generated statistics and sent reports daily to Funding Director.
Appeals Coordinator / Repricing Team Leader
Texas True Choice
01.2003 - 01.2006
- Customer Service backup support and coaching.
- Repricing of medical facility and provider claims.
- Identify inefficient work flows and provide ideas for improvement
- Investigate claim processing and reviews of provider contracts as needed in regards to appeal issues, client questions, inquiries and repricing audits.
- Help train new re-pricers.
US IS Manager / TSS Specialist
Thomas International Inc
01.2001 - 12.2003
- Managed and motivated employees to be productive and engaged in work.
- Managed all sales people with new system setups.
- Trained on all IS & TSS programming.
- Reported to owner Sean Thomas.
Executive Sales Admin / Marketing Coordinator
Libby Glass / World Tableware Inc
01.1996 - 12.2001
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Education
Associate of Applied Science - MCSE & Novell Certifications
Southern Methodist University
Dallas, TX05-2000
Skills
- Customer Support Professional
- Effective Listening
- Exceptional Client Soft-Skills
- Detail-Oriented Data Management
Certification
MCSE
Novell
Texas Property & Casualty Insurance License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service P&C, Rep B
Kemper Insurance
11.2019 - 02.2024
Office Manager
Performance Center of Dallas
08.2011 - 11.2019
General Manager
BATCO Transportation
01.2010 - 02.2011
Funding Manager / Team Leader
CitiFinancial Auto
01.2006 - 01.2010
Appeals Coordinator / Repricing Team Leader
Texas True Choice
01.2003 - 01.2006
US IS Manager / TSS Specialist
Thomas International Inc
01.2001 - 12.2003
Executive Sales Admin / Marketing Coordinator
Libby Glass / World Tableware Inc
01.1996 - 12.2001
Associate of Applied Science - MCSE & Novell Certifications
Southern Methodist University
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