MONICA RODGERS
McKinney,TX
Summary
To obtain a challenging position in a diverse environment that will utilize my resourceful customer service, claims experience and education to benefit the company and add value to organizational operations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
GEICO, Government Employees Insurance
Dallas, TX
01.2023 - Current
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
License/Permit Specialist II
Texas Department of Public Safety
Plano, TX
01.2021 - 01.2023
- Meet and screened applicants, administer written and visual tests, prepared application forms, approved license/permit applicants, and collect license/permit application fees
- Answered general questions pertaining to driver license laws and procedures, safety responsibility laws and procedures.
- Reviewed and evaluated permit/license applications to ensure accuracy of information and compliance with applicable codes, laws, regulations and standards.
Customer Service Advocate
Globe Life
08.2018 - 12.2020
- Ensure to resolve all customer needs on a one call resolution
- Managed customer follow-ups and escalation, interacted with policyholders daily
- Processed loans and surrenders
- Processed cancellations, death notifications, policy refunds, and misapplied premiums
- Audited and conducted quality assurance on department letters
- Created process guides and standards for the department
- Trained in multiple areas of business: Life, Cancer, Health, Claims, and Accident policies
- Reviewed and implemented changes to procedures specified by management.
Lead CSR III
07.2005 - 05.2018
- Processed warranty claims and authorized payouts
- Managed escalated calls
- Educated customers on a vast variety of products
- Worked with management to review and determine case hire processing
- Mentored new customer service representatives during the new hire process.
Education
Ongoing - Criminal Justice
University of Phoenix
Graduated May 1992 -
Kingsbury High School
Skills
- Strong verbal written, organizational, and communication skills
- Ability to collaborate within a team environment
- Excellent interpersonal skills including tact, patience, and courtesy
- Type 55 words per minute
- Ability to manage highly sensitive and confidential information in a timely manner
- Proven ability to prioritize and attention to detail
- Microsoft Office: Word, Excel, PowerPoint, Outlook, Office Professional Plus 2016
Certification
- Property and Casualty Licenses
Timeline
Licensed Insurance Agent
GEICO, Government Employees Insurance
01.2023 - Current
License/Permit Specialist II
Texas Department of Public Safety
01.2021 - 01.2023
Customer Service Advocate
Globe Life
08.2018 - 12.2020
Lead CSR III
07.2005 - 05.2018
Ongoing - Criminal Justice
University of Phoenix
Graduated May 1992 -
Kingsbury High School