Layla Godfrey
Chesapeake,VA
Summary
Experienced with risk assessment, policy management, and client communication. Utilizes comprehensive knowledge to tailor coverage recommendations to individual needs. Track record of maintaining high client satisfaction through effective service and problem-solving.
Qualified License Insurance Agent with comprehensive background in personal lines insurance. Managed policy renewals and provided personalized coverage recommendations, contributing to high customer satisfaction. Demonstrated proficiency in risk assessment and policy underwriting.
Overview
23
23
years of professional experience
Work History
Personal Lines Insurance Agent
GEICO, Government Employees Insurance
Virginia Beach, VA
01.2020 - 11.2025
- Advised clients on personal lines insurance products to meet individual needs.
- Evaluated policy coverage options, ensuring compliance with industry regulations.
- Managed client accounts, facilitating seamless communication and service delivery.
- Developed customized insurance solutions, enhancing client satisfaction and retention.
- Implemented strategies to streamline the quoting process, improving efficiency and turnaround time.
- Collaborated with underwriters to assess risk factors and optimize policy terms for clients.
- Developed a comprehensive understanding of personal lines insurance products, enabling accurate policy recommendations for diverse clientele.
- Boosted company revenue by cross-selling additional insurance products and services to existing clients.
- Increased customer satisfaction by providing personalized insurance solutions tailored to individual needs.
- Resolved client issues efficiently, maintaining a high level of professionalism and empathy throughout the process.
- Maintained detailed records of all client interactions, ensuring timely follow-ups and proper documentation for future reference.
- Conducted thorough reviews of client policies, identifying gaps in coverage and recommending appropriate adjustments.
Operations Manager
Portfolio Recovery Associates
02.2009 - 03.2019
- Accountable for operational and day-to-day business development for a high-profile portfolio for one of nation’s premier collection corporations and for deliverables to support recovery of unpaid debt worth over $10 million. Developed and led staff of 14 account representatives.
- Responsibilities
- Minimizes delinquencies and recovers revenue by performing collection activities.
- Reduces risk by ensuring all collection activities are conducted according to federal and state regulations and keeping accurate records.
- Improves collection efforts by identifying, analyzing, and recommending loss litigation opportunities.
- Aligns departmental procedures with bank/industry standards by developing/documenting policy.
- Managed and Exceeded monthly goals
- Ranked #1 manager at local site and #4 manager throughout the entire company for performance.
- Coached and developed Account Representatives through side-by-sides and follow-up critique on calls completed to improve technique; encouraged and facilitated second voice between team members, utilizing individual strengths within the group; provided feedback and suggestions during and after collection calls.
- Implemented and executed a new call Quality process reducing call penalties by 25%.
- Senior Account Executive
- Responsibilities
- Provide collection services to delinquent commercial accounts and mitigate financial loss to account owners.
- Negotiate recovery of accounts’ balances and formulate payment agreements to bring accounts to fully paid.
- Analyze strategies to sustain account integrity and mitigate further loss.
- Provide lead role assistance to co-workers providing explanation and training when needed on company’s rules and regulations.
- Provide customer service to public answering inquiries and providing relative information to resolve outstanding balances on accounts.
Student Account Representative
Tidewater Community College
Norfolk, VA
09.2002 - 08.2008
- Provided student account information to current and former students. Collected revenue from students from tuition and past debts. Produced daily and monthly reports depicting revenue intake and final daily and monthly transactions and balances. Responded to public inquiries regarding college’s policies and regulations and referred public to appropriate college resources when necessary
- Assisted students in navigating financial aid processes and account inquiries.
- Provided accurate information regarding tuition payment plans and deadlines.
- Ensured compliance with federal regulations related to student accounts.
- Streamlined communication between departments to enhance student support services.
- Analyzed account discrepancies, implementing corrective actions to resolve issues promptly.
- Collaborated with other departments to resolve student account issues, promoting a positive campus experience.
- Ensured accurate billing by diligently reviewing student account information and promptly addressing discrepancies.
Education
Associate of Applied Science - Business Administration
Tidewater Community College
Norfolk, VA01.2012
Skills
- Client service
- Mentorship
- Mentoring
- Policy analysis
- Performance tracking
- Underwriting principles
- Insurance regulations
- Customer service
- Licensed insurance agent
- Team training and development
- Account management
Timeline
Personal Lines Insurance Agent
GEICO, Government Employees Insurance
01.2020 - 11.2025
Operations Manager
Portfolio Recovery Associates
02.2009 - 03.2019
Student Account Representative
Tidewater Community College
09.2002 - 08.2008
Associate of Applied Science - Business Administration
Tidewater Community College