Hi, I’m
Ninevah Jackson
Huntsville,TX
Summary
Results-driven customer service and insurance professional with a proven ability to meet and exceed performance metrics in sales, customer retention, and process improvement. Skilled in utilizing CRM software to effectively manage leads, track client interactions, and optimize the sales process. Extensive knowledge of insurance products, including property, casualty, life, and health insurance. Negotiates favorable terms for clients' policies and conducts thorough risk assessments. Experienced in handling high volumes of inbound and outbound calls, providing product information, and resolving complaints with a focus on building trust and rapport with diverse clientele. Proficient in using specialized computer software to efficiently organize and produce indexed documents.
Overview
17
years of professional experience
1
Certification
Work History
Teleperformance
Retention Specialist II
12.2024 - 04.2025
Job overview
- Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
- Implemented strategies to improve overall customer satisfaction ratings by XX%
- Identified trends in customer feedback and made recommendations for process improvements to enhance the customer experience
- Collaborated with cross-functional teams to resolve complex customer issues and escalations
- Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
- Participated in regular team meetings to discuss challenges, share best practices, and brainstorm ideas for improving the overall quality of service provided
- Utilized CRM software to accurately document all interactions with customers and track issue resolution progress
- Achieved XX% reduction in average call handling time through efficient problem-solving techniques
- Proactively reached out to customers who had unresolved issues or expressed dissatisfaction to ensure their concerns were addressed satisfactorily
- Consistently met or exceeded individual performance metrics such as response time targets, first-call resolution rate, or CSAT scores
- Collaborated with the sales team to identify opportunities for upselling or cross-selling products/services based on customer needs
Teleperformance
Licensed Property and Casualty Insurance Agent
07.2024 - 04.2025
Job overview
- Generated new business by prospecting and cold calling potential clients, resulting in a XX% increase in policy sales
- Provided personalized insurance solutions to clients based on their specific needs and risk profiles
- Maintained a high level of customer satisfaction by promptly addressing client inquiries, resolving issues, and providing exceptional service
- Developed and maintained strong relationships with clients to foster trust and loyalty
- Conducted thorough policy reviews for existing clients to identify coverage gaps and recommend appropriate adjustments or additional policies
- Collaborated with underwriters to negotiate favorable terms for clients' insurance policies
- Stayed up-to-date with industry trends, regulations, and changes in insurance products to effectively advise clients on the best coverage options available
- Utilized CRM software to track client interactions, manage leads, and streamline the sales process
- Achieved monthly sales targets consistently by implementing effective sales strategies and techniques
- Participated in networking events, trade shows, and community outreach programs to expand professional network and generate referrals
- Assisted clients with claims processing by gathering necessary information/documentation and liaising between them and the insurance company for timely resolution
- Educated clients about different types of property & casualty insurance coverage options available including homeowners insurance, auto insurance, liability insurance etc
- Analyzed market conditions to identify opportunities for cross-selling or upselling additional policies/products to existing customers
TTEC-Jacksonville, FL
Licensed Life and Health Insurance Agent
08.2024 - 04.2024
Job overview
- Act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way Meet personal/team qualitative and quantitative targets
- Checking for insurance
- Assisting with Medication refills
- Maintains and updates customer information as necessary
- DME assistance
- Generated new business by prospecting and cold calling potential clients, resulting in a XX% increase in client base
- Provided personalized insurance solutions to clients based on their individual needs and risk profiles
- Developed and maintained strong relationships with clients, earning a XX% client retention rate
- Analyzed insurance policies and coverage options to ensure clients had appropriate levels of protection
- Educated clients on various insurance products, explaining policy terms, conditions, and exclusions
- Collaborated with underwriters to negotiate favorable terms for clients' insurance policies
- Processed policy changes, endorsements, cancellations, and renewals accurately and efficiently
- Conducted thorough risk assessments for prospective clients to determine appropriate coverage options
PILOT TRAVEL CENTERS-Huntsville, TX
Retail Sales Specialists II
07.2016 - 09.2021
Job overview
- Managed procurement, marketing, and inventory to optimize costs and provide on-demand products for customers. Oversaw buyers and purchasing agents, while also interacting with customers to provide product information and handle complaints.
- Customer Service: Assisted customer by locating and retrieving items, answering product inquiries, processing payments, and resolving complaints to drive satisfied purchases and overall store experiences while handling difficult situations with tact and empathy.
- Cross-Functional Collaboration: Worked with purchasing managers and buyers to procure on-demand items based on market trends while coordinating marketing strategies, collaterals, and events with multidisciplinary staff to boost sales.
- Communication: Effectively communicated with diverse clientele through positive attitude and friendly demeanor to build trust, rapport, and confidence for the Pilot Travel Centers brand.
Neubus- Hybrid-San Antonio, TX
CCService Advocate
06.2014 - 11.2016
Job overview
- Analyzed, organized, and maintained document index to facilitate easy navigation, referencing, and sorting of relevant data and photographs.
- Attention to Detail: Meticulously studied and organized important words, phrases, and details to successfully implement structured data organization, retrieval, and referencing system.
- Cross-Referencing: Identified closely-related topics to enable effective cross-referencing and streamline searches across Neubus index.
- Index Organization: Developed, deployed, and maintained a logical and intuitive index structure to enhance information accessibility and enable efficient navigation through indexed documents.
- Illustration Indexing: Proficiently indexed photographs, diagrams, and other illustrations using specialized techniques to support effective information retrieval and interpretation.
- Software Utilization: Expertly utilized specialized computer software to sort, format, and print indexed documents, optimizing the document management process and increasing overall efficiency
Aon Hewitt / Hewitt Associates-The Woodlands, TX
Call Center Representative
05.2013 - 10.2014
Job overview
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Accurately documented, researched and resolved customer service issues.
- Managed high call volume with tact and professionalism.
WESTERN FINANCE-Huntsville, TX
Account Specialist
06.2010 - 10.2014
Job overview
- Handled customer information with high attention to detail, provided technical support, conducted remote debt recovery efforts, and maintained accurate records for Western Finance.
- Information Handling: Verified and processed customer information with high attention to detail and confidentiality to ensure accuracy and timely account management.
- Technical Proficiency: Utilized office equipment such as fax machines, copy machines, and multi-line phones to support administrative tasks, ensuring efficient and effective operations.
- Administrative Excellence: Provided administrative assistance with data entry, application completions, outside collections, and checkbook balancing to enhance customer service and satisfaction.
- Remote Correspondence: Conducted remote correspondence with customers via mail and telephone to notify them of delinquent accounts and solicit payment, resulting in timely and successful debt recovery.
- Record Management: Maintained accurate records of customer payments, account status, and collection efforts, ensuring compliance with internal policies and facilitating smooth financial operations.
PILOT TRUCKSTOP-Huntsville, TX
Cashier
05.2008 - 06.2010
Job overview
- Handled cash/check and electronic transactions, positively interacted with customers, and maintained sanitation across checkout areas.
Education
Sam Houston State University
Pharmacy Technician
Huntsville High SchoolHuntsville, TX
High School Diploma
United Training Academy
College Degree from Medical Billing & Coding
12.2022
Skills
- Scripting
- HCPCS
- Food Safety
- Data Entry
- Customer Service
- Hospital Experience
- HIPAA
- Medical coding
- Simchart
- Attention to Detail
- Insurance Verification
- CCTV
- EMR Systems
- Medical billing
- Culinary Knowledge
- Microsoft Powerpoint
- CMS-1500
- Security Procedures
- Typing (4 years)
- Writing Skills Surveillance
- Cash Handling
- Security
- Multitasking
- CPT coding
- Problem-Solving
- Collections
Certification
- Driver's License
- Life & Health Insurance License
- Property & Casualty License
- Pharmacy Technician Certification
- Medical Billing Certification
Links
https://www.linkedin.com/in/ninevah-jackson-60949889
Timeline
Retention Specialist II
Teleperformance
12.2024 - 04.2025
Licensed Life and Health Insurance Agent
TTEC-Jacksonville, FL
08.2024 - 04.2024
Licensed Property and Casualty Insurance Agent
Teleperformance
07.2024 - 04.2025
Retail Sales Specialists II
PILOT TRAVEL CENTERS-Huntsville, TX
07.2016 - 09.2021
CCService Advocate
Neubus- Hybrid-San Antonio, TX
06.2014 - 11.2016
Call Center Representative
Aon Hewitt / Hewitt Associates-The Woodlands, TX
05.2013 - 10.2014
Account Specialist
WESTERN FINANCE-Huntsville, TX
06.2010 - 10.2014
Cashier
PILOT TRUCKSTOP-Huntsville, TX
05.2008 - 06.2010
Sam Houston State University
Pharmacy Technician
Huntsville High School
High School Diploma
United Training Academy
College Degree from Medical Billing & Coding
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