O'tavia Copeland
suffolk,VA
Summary
Self-motivated and detailed oriented professional with over 25 years in the auto insurance industry. Expertise in performance-driven strategies, complaint resolution, and problem solving. Strong knowledge in Property, Casualty & Underwriting with the ability to perform in a fast-paced and vastly regulated environment.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Auto Insurance Customer Service Agent III
GEICO, Government Employees Insurance
Virginia Beach, Virginia
04.2012 - 11.2025
- Educated clients on insurance products and coverage options.
- Resolved customer complaints effectively and efficiently.
- Collaborated with underwriting team to facilitate coverage decisions.
- Facilitated payment processing for premium payments and renewals.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Investigated discrepancies between actual charges and expected premiums.
- Processed insurance policy changes and updates accurately and efficiently.
Coaching Team Member
GEICO, Government Employees Insurance
Virginia Beach, Virginia
02.2010 - 04.2012
- Analyzed player performance data to identify improvement areas and strategies.
- Evaluated individual player skills to tailor coaching approaches effectively.
- Implemented feedback systems for players to promote continuous improvement.
- Led brainstorming sessions with the group in order to generate innovative ideas.
- Mentored new employees on best practices for working within a team setting.
Performance Quality Analyst
GEICO, Government Employees Insurance
Virginia Beach, Virginia
09.2007 - 02.2010
- Reviewed customer interactions for compliance with standards.
- Maintained documentation of quality assessments and findings.
- Monitored customer interactions with the team, identifying opportunities for improvement.
- Ensured compliance with applicable laws and regulations related to organizational performance standards.
Auto Insurance Sales Agent III
GEICO, Government Employees Insurance
Virginia Beach, Virginia
03.2000 - 09.2007
- Coordinated with underwriters to assess risk and finalize insurance applications.
- Processed applications and paperwork related to policy issuance or renewal.
- Provided guidance about different types of insurance products available.
- Upsold products to policyholders and potential new clients.
- Assisted clients in selecting appropriate coverage options for their needs.
Education
P&C Insurance License - Property & Casualty Insurance
Virginia Bureau of Insurance
Virginia06-1999
Nansemond River High School
Suffolk, VA06-1995
Skills
- Performance Driven
- Oral & Written Communication
- Strong Leadership Abilities
- Coaching & Development
- Complaint Resolution
- Risk Management
- Strategic & Analytic Skills
Certification
Continuing Education License Re-certification January 2025
Timeline
Auto Insurance Customer Service Agent III
GEICO, Government Employees Insurance
04.2012 - 11.2025
Coaching Team Member
GEICO, Government Employees Insurance
02.2010 - 04.2012
Performance Quality Analyst
GEICO, Government Employees Insurance
09.2007 - 02.2010
Auto Insurance Sales Agent III
GEICO, Government Employees Insurance
03.2000 - 09.2007
P&C Insurance License - Property & Casualty Insurance
Virginia Bureau of Insurance
Nansemond River High School