Samantha Gray
Savoy,TX
Summary
Results-driven Customer Service Professional with 20 years of experience in client support and relationship management. Licensed Texas Property & Casualty Insurance Agent with expertise in policy servicing and account management. Skilled in adapting to changing environments and maintaining compliance, ensuring effective service delivery. Committed to enhancing customer experiences through strong communication and attention to detail.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Licensed Property & Casualty Insurance Agent
Brown & Brown Insurance
Van Alstyne, Texas
07.2025 - Current
- Explain insurance coverages, policy options, deductibles, billing information, and policy changes to help clients make informed decisions.
- Delivered professional insurance services to clients by assisting with personal lines policies, maintaining accounts, and addressing policy needs.
- Process new business, endorsements, renewals, cancellations, and policy updates accurately and efficiently.
- Reviewed client accounts for accuracy, ensuring compliance with company procedures and state insurance regulations.
- Maintain detailed customer records and protect confidential client information.
- Provide exceptional customer service through phone, email, and written communication.
- Cultivated strong client relationships through timely follow-up, effective problem resolution, and personalized support.
- Collaborate with insurance carriers, underwriters, and internal teams to resolve customer concerns.
- Utilize AMS360, Vertafore, Microsoft Outlook, and Microsoft Teams to manage customer accounts and daily responsibilities.
- Maintain productivity and quality standards in a fast-paced insurance agency environment.
Insurance Customer Service Representative
Express Employment
Sherman, Tx
12.2024 - 07.2025
- Worked through Express Services as a contract employee supporting Brown & Brown Insurance.
- Assisted customers with insurance inquiries, policy updates, account changes, and billing inquiries, ensuring accurate documentation.
- Processed policy servicing requests while maintaining accurate customer information.
- Provided professional customer service through phone and email communication.
- Collaborated with licensed agents and internal departments to resolve customer needs in a timely manner.
- Developed knowledge of insurance products, agency procedures, and internal systems.
- Displayed reliability and adaptability, leading to transition to full-time role with Brown & Brown Insurance.
Team Lead
Walmart
McKinney, Texas
11.2006 - 12.2024
- Led daily operations while supervising team members in a high-volume customer service environment.
- Delivered exceptional customer service by addressing concerns and resolving issues to enhance customer satisfaction.
- Trained, coached, and mentored employees to improve performance and achieve team goals.
- Delegated daily assignments and monitored workflow to maximize productivity and efficiency.
- Interviewed, hired, onboarded, and trained new team members.
- Collaborated with management to implement new procedures and policies, driving operational improvements.
- Ensured workplace safety and compliance with company standards, fostering a secure work environment.
Project Manager Intern
TogeterWell
04.2024 - 09.2024
- Managed multiple projects, coordinating deadlines and responsibilities across teams to ensure timely completion.
- Coordinated communication between team members to ensure projects were completed on schedule.
- Oversaw YouTube content scheduling and audience engagement, analyzing analytics to enhance viewer interaction.
- Created digital content to raise awareness of mental health resources, contributing to improved community outreach.
- Conducted research on various organizations and professionals in the mental health sector.
- Utilized Google Workspace tools, including Google Docs, Sheets, and Drive.
Education
Bachelor of Science - Business Administration And Management
Purdue University Global
02-2035
Skills
Insurance Skills
- Texas property and casualty license
- Personal lines insurance
- Policy servicing
- New business processing
- Policy endorsements
- Policy renewals
- Coverage reviews
- Client account management
- Insurance documentation
- Regulatory compliance
- Claims assistance
- Customer retention
- Problem resolution
- Relationship management
- Customer support
- Insurance Team Coordination
- AMS 360
- Vertafore
- Microsoft Outlook
- Microsoft Teams
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Google Docs
- Google Sheets
- Google Drive
- Windows
- Quality Assurance
- Time management
- Organizational skills
- Client Education
- Staff training
- Communication skills
Certification
- Texas Property & Casualty Insurance License
Active Licensed Insurance Agent
Timeline
Licensed Property & Casualty Insurance Agent
Brown & Brown Insurance
07.2025 - Current
Insurance Customer Service Representative
Express Employment
12.2024 - 07.2025
Project Manager Intern
TogeterWell
04.2024 - 09.2024
Team Lead
Walmart
11.2006 - 12.2024
Bachelor of Science - Business Administration And Management
Purdue University Global