Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

NAZAR JONES

Worcester,MA

Summary

Dynamic insurance professional with extensive experience at A-Affordable Insurance, excelling in policy explanation and employee training. Proven track record in enhancing customer satisfaction through effective conflict resolution and relationship building. Adept at claims assessment and workflow management, driving successful outcomes in fast-paced environments. Committed to delivering exceptional service and fostering team development.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Home and Commercial Call Center Supervisor

A-Affordable Insurance
Worcester, MA
03.2017 - Current
  • Communicated changes in policy or procedure effectively throughout the organization.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Resolved escalated customer complaints in a timely manner.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Complied with company policies, objectives and communication goals.
  • Conducted regular training sessions on company policies and procedures for staff members.
  • Provided leadership, guidance, and direction to team members in order to improve performance.
  • Resolved complaints from customers in a timely manner while maintaining positive relations with them.
  • Responded to customer questions regarding products, prices and availability.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Attended continuing education courses to stay abreast of changing regulations.
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Assessed customer needs and provided tailored insurance solutions to meet their individual requirements.
  • Worked with insurance carriers to solve problems with coverage and payments.
  • Negotiated with underwriters on behalf of clients to secure the most competitive terms and pricing.
  • Investigated difficult or complex inquiries from customers.

Claims Adjuster

Liberty Mutual Insurance
Westborough, MA
10.2016 - 03.2017
  • Obtained necessary information to complete proper evaluation of injury claims.
  • Contacted injured parties and legal representatives to negotiate final settlements for claims.
  • Recommended settlement offers and negotiated payment arrangements.
  • Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
  • Assessed policy coverage and pulled contracts for review.
  • Tracked and reported on patterns of claims and repeat offenders to help eliminate system abuse.
  • Consulted with field support team, claim manager and other entities to receive support specific to assigned claim.

Licensed Insurance Agent

A-Affordable Insurance
Worcester, MA
08.2013 - 10.2016
  • Processed applications, payments, corrections, endorsements and cancellations
  • Compiled coverage and rating information in an accessible format
  • Presented and clearly explained insurance policy options to clients based on their needs and goals
  • Researched coverage and premium options and supplied clients with the best coverage available
  • Finalized and maintained all types of personal lines insurance policies within the agency
  • Developed, implemented and monitored new underwriting guidelines for the agency.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Received underwriting approvals after accurately completing applications for insurance coverage.
  • Drove client retention by increasing savings opportunities and identifying premium discounts.

Customer Service / Help Desk Support

Protocol Global Solutions
Worcester, MA
08.2009 - 09.2013
  • Troubleshot and resolved Internet connectivity and general software and hardware issues
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Provided base level IT support
  • Displayed courtesy and strong interpersonal skills with all customer interactions
  • Responded to customer service emails in a timely and effective manner
  • Created new account, reset passwords and configured access for users

Education

Some College (No Degree) -

Quinsigamond Community College
Worcester, MA

Skills

  • Policy explanation
  • Insurance cross-selling
  • Employee training
  • Team leadership
  • Conflict resolution
  • Training and mentoring
  • Workflow management
  • Risk management
  • Relationship building
  • Verbal and written communication
  • Staff education
  • Client relations
  • Customer service
  • Claims assessment
  • Problem solving
  • Documentation and reporting
  • Client relationship management

Certification

  • Massachusetts Licensed Producer P&C

References

References available upon request.

Timeline

Home and Commercial Call Center Supervisor

A-Affordable Insurance
03.2017 - Current

Claims Adjuster

Liberty Mutual Insurance
10.2016 - 03.2017

Licensed Insurance Agent

A-Affordable Insurance
08.2013 - 10.2016

Customer Service / Help Desk Support

Protocol Global Solutions
08.2009 - 09.2013

Some College (No Degree) -

Quinsigamond Community College

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NAZAR JONES