SHEELA JACKSON
Lakeland,FL
Summary
Excellent customer service professional with expertise in providing wide range of high-quality solutions. Possesses deep knowledge and experience assessing customer risk and providing tailored solutions to meet needs. Adept at building trust with clients, providing guidance and financial advice, and delivering outstanding service.
Overview
5
5
years of professional experience
Work History
Insurance Advisor
Nationwide Mutual Insurance Company
02.2022 - 05.2024
- Conducted annual reviews of existing policies to update information.
- Business owners, Property, Inland marine, Workers comp, General Liability Insurance
- Gathering information from multiple sources according to company guidelines, to support proper policy entry and underwriting analysis
- Works cooperatively with underwriters, territory managers, agents, brokers, claims, sales, and other associates to share and gather information necessary to complete work
- Handling complex underwriting concerns in a timely manner
- Assisting with complex billing account including audits, down payments, and renewals
- Handling commerical lines of business, including special endorsements and certificates.
- Exploring elaborate commercial coverages with agents and policy holders
- Controlling heavy work load, including incoming phone calls, emails, and chats simultaneously
- Training others in commerical and with complex endorsements
- Capturing information from multiple sources according to company guidelines to perform underwriting analysis. May require gathering verbal information or data through reports or other electronic means.
- Acting as internal point of contact for the underwriting and processing team. Follow up with agents for all required information, and request any additional information such as forms, supplemental applications, loss runs, exposures, etc
Customer Service/ Insurance Advisor
GEICO
06.2019 - 06.2021
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Inbound call center/ 60 calls per day
- Personal lines Auto
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Conducted prospective client interviews to assess needs, policy requirements and financial resources for best plan options for individuals.
- Higher limits underwriting
- Having difficult conversations with policy holders regarding underwriting concerns.
- Conducted annual reviews of existing policies to update information.
- Analyzed risk factors to recommend appropriate coverage levels.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Education
High School Diploma -
Kathleen Senior High School
06.2010
Skills
- Customer Relationship Management
- High call volume, workload
- Critical Thinking
- Operational Efficiency
- Underwriting and Adjustments
- Account Management
- Personal lines auto
- Commerical Insurance
- Complex Billing
- Audits
- First call resolution
- Call Center Customer Service
- Customer service and support
- Inbound Customer Service
Timeline
Insurance Advisor
Nationwide Mutual Insurance Company
02.2022 - 05.2024
Customer Service/ Insurance Advisor
GEICO
06.2019 - 06.2021
High School Diploma -
Kathleen Senior High School
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