Leya Reed
Dacula,Georgia
Summary
Dynamic customer service professional with over 12 years of experience delivering exceptional client support in fast-paced environments. Recently licensed in Property, Health, Life, and Auto Insurance in Georgia, providing clients with tailored solutions while ensuring policy accuracy and compliance. Expertise in ECRM and NECHO systems, along with proficiency in Microsoft Office Suite and process optimization, drives efficiency and effectiveness. Renowned for building trust, resolving complex issues, and enhancing overall customer satisfaction through a commitment to excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent / Customer Service Representative
Allstate
Dacula, GA
08.2025 - Current
- Managed client relationships as a licensed insurance agent specializing in property and homeowners insurance.
- Conducted thorough evaluations of needs to uphold CMS regulatory standards.
- Established a reputation for empathetic communication, enhancing enrollment conversion rates.
- Assisted in documenting remote and phone skills for application processing. Supported teams in managing application workflows effectively. Contributed to maintaining accurate records of documentation processes.
- Executed cross-selling and up-selling strategies to enhance revenue streams.
Licensed Insurance Agent / Customer Service Representative
State Farm
04.2025 - 06.2025
- Guided clients through Property, Health, Life, and Auto Insurance options, clearly explaining benefits.
- Delivered personalized support for policy inquiries, renewals, and claims with empathy and accuracy.
- Managed client accounts using ECRM and NECHO platforms, ensuring compliance with Georgia state regulations.
- Created and organized documentation using Microsoft Word, Excel, and other tools.
- De-escalated client concerns and streamlined workflows to improve response times.
Cashier & Assistant Manager
Vivaldis Pizza, Avon
07.2021 - 03.2024
- Managed daily operations, improving service efficiency by 20%.
- Trained and supervised staff, fostering a customer-first team culture.
- Operated and maintained the POS system to ensure accurate transactions and efficient service.
- Implemented feedback systems to enhance satisfaction ratings.
- Handled inquiries and complaints professionally, ensuring repeat business.
Customer Service Representative
Logical Sound
01.2012 - 01.2020
- Handled high-volume customer calls, maintaining a 95% satisfaction rating.
- Built strong client relationships, increasing retention and loyalty.
- Trained new hires on service protocols and communication.
- Streamlined workflows with cross-functional teams to improve service.
Education
Associates - Biology
Gupton Jones
08-2017
Biology Studies
Piedmont College
01-2019
High School Diploma -
Gupton Jones
Decatur, GA03-2027
Skills
- CRM Platforms: ECRM, NECHO
- Adapted quickly to remote workflows and technology skills
- Comfortable with remote collaboration and virtual onboarding
- Reliable internet dedicated home office setup
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- POS System Operation and Maintenance
- Communication Tools: Email, live chat, phone support systems
- Basic Knowledge of Policy Management Systems
- Insurance sales expertise
- Client relationship management
Certification
- Licensed in Property, Health, Life, and Auto Insurance (State of Georgia, 2025)
- AHIP Medicare certification
- Georgia access certification
- FFM certification
Timeline
Licensed Insurance Agent / Customer Service Representative
Allstate
08.2025 - Current
Licensed Insurance Agent / Customer Service Representative
State Farm
04.2025 - 06.2025
Cashier & Assistant Manager
Vivaldis Pizza, Avon
07.2021 - 03.2024
Customer Service Representative
Logical Sound
01.2012 - 01.2020
Biology Studies
Piedmont College
Associates - Biology
Gupton Jones
High School Diploma -
Gupton Jones
Core Competencies
- Customer Experience Excellence
- Conflict Resolution & De-Escalation
- Relationship Building & Retention
- High-Volume Call Handling
- Problem Solving & Critical Thinking
- Process Improvement
- Team Collaboration & Training