Minah Jackson
Silver Spring,MD
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
16
16
years of professional experience
Work History
Licensed Insurance Agent
United America Financial, Inc.
Silver Spring, MD
01.2021 - Current
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Developed and implemented sales strategies to increase market share of insurance products.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Researched complex underwriting issues and provided solutions for customers' satisfaction.
- Assisted in the development of training materials for new agents entering the field.
- Ensured compliance with all federal, state, local laws and regulations regarding insurance practices.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Maintained database of client information used in creating customized reports.
- Prepared and distributed memos, letters, and other correspondence.
- Operated standard office equipment including copiers, printers, fax machines.
Client Services Manager
United America Financial, Inc.
Silver Spring, MD
08.2008 - Current
- Assisted in the development of client service strategies, policies, and procedures.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collaborated with other departments to resolve complex customer issues.
- Conducted research into industry trends and best practices for client services management.
- Ensured compliance with company standards for customer service delivery.
- Interfaced with third-party companies to resolve concerns and request additional data.
- Maintained client relationships by partnering with internal teams to understand
- Established and enforced clear goals to keep employees working collaboratively to achieve goals
- Identified, corrected and reported data entry errors.
- Completed accurate and efficient data entry and database updates to support business operations.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Compiled data from source documents prior to data entry.
- Exceeded quality goals to support team productivity.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Provided administrative support to the office manager and other staff members.
- Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Greeted visitors in a professional manner and directed them to appropriate personnel or offices.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Coordinated meeting logistics such as room reservations and catering services.
- Assisted with special projects or tasks related to departmental functions upon request.
Education
Some College (No Degree) - General Studies
Montgomery College
Rockville, MDSkills
- Account Management
- Business Services Support
- Staff Management
- Teamwork and Collaboration
- Managing Operations and Efficiency
- Strategic Planning
- Customer Relationship Management
- Database Maintenance
- Team Training and Development
- Compliance Management
- HR policy/procedure development
- Conflict resolution tactics
- Employee Relations
- Training and mentoring
- Excellent Customer Service
- Microsoft/Word/Excel expertise
- Secretarial/Clerical duties
- Confidentiality understanding
- Checklists and Recordkeeping
- Excellent Communication
- Report Writing
Accomplishments
- Recognized as Employee of the Year for outstanding performance and team contributions
- Created highly effective new training program that significantly impacted efficiency and improved operations
- Facilitated training modules for incoming office staff and agents
Timeline
Licensed Insurance Agent
United America Financial, Inc.
01.2021 - Current
Client Services Manager
United America Financial, Inc.
08.2008 - Current
Some College (No Degree) - General Studies
Montgomery College
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