Jahmeera C. Nix
Gainesville,FL
Summary
I am a dedicated customer service professional with over a decade of experience in improving customer satisfaction, retention, and loyalty in different departments. I have successfully collaborated with a team of 7 in the development and creation of the VOP email team for my previous company, without compromising business quality. My track record includes consistently raising customer satisfaction rates by at least 26% monthly and achieving 100% agent quality every quarter. I have effectively led and trained teams of over 20 customer service representatives, both remotely and in-person. As a committed leader, I have demonstrated the ability to efficiently handle high volumes of work without sacrificing service or quality. I am now looking to bring my extensive experience in leadership, training, and customer service to a dynamic and expanding company.
Overview
15
15
years of professional experience
4
4
Certificate
Work History
Cobra Admin (Seasonal)
Navia Benefit Solutions
09.2023 - 03.2024
- Processing large amount of data with a high level of accuracy
- Following special procedures stipulated by certain clients
- Understanding of COBRA regulations and deadlines
Licensed Insurance Agent - Claims Adjuster
Veracity Insurance Solutions, LLC
11.2021 - 02.2024
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred. Synthesized data into comprehensive quarterly written reports for management.
- Researched and analyzed policy contracts to verify proper payment of claims. Maintained claims data in QMS and VOP system. Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Maintained composure in stressful situations, confrontations, interviews and records searches. Assisted with development of compliance objectives and strategies.
Call Center Supervisor
AAA Carolinas
03.2020 - 11.2021
- Developed quality employees within call center to take over leadership positions within a year or less. Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Managed scheduling for agents and product specialists to foster increased productivity. Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Implemented innovative service strategies to improve customer experience and engagement. Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Insurance Analyst
Nationwide Mutual Insurance
10.2017 - 03.2020
- Answers member calls regarding insurance policies. Used multiple systems to effectively answer any questions. Add/replace vehicle in Policy Center. Go over different coverages with customers. 100% satisfactory in De-escalating calls.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients. Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations. Responded to customer calls swiftly to resolve issues and answer questions. Utilized policy center to document and track customer account details.
Trainer - Team Leader
Convergys
02.2013 - 10.2017
- Lead classes to improve sales and product knowledge and people skills for workplace success and advancement without compromising business unit.
- Arrange team discussions and, Monitor agents call for performance improvement. One on one coaching for individual agent and Written and submitted reports while leading my team to 100% quality and customer satisfaction.
- Mentored current and new hires, resulting in stronger staff development and increased productivity by 28%. Developed effective training plans based on department needs and objectives. Delivered instructional presentations on equipment use, focusing on efficiency.
Education
Associate of Arts Degree - Business Administration
University of Phoenix Online
Skills
- Proficient with Microsoft Office (Word, Outlook, Excel) & Adobe Acrobat
- Call center professional
- Ability to work from home in a quiet setting
- Remote/Virtual environment set up
- Report Writing
- Analytical Skills
- Negotiations
- Salesforce
- Zendesk
- AMS360
- HubSpot
- Strong written and verbal communication skills
- High attention to detail with large volumes of data
- De-escalation expert
- Ability to self-manage and prioritize tasks with strict deadlines
- Advanced Quick Learner
- Strong Work Ethic
- POS systems expert
- CRM system proficiency
- G-Suite proficiency
- Multi-Tasking without comprising work quality
Certification
- Florida 2-20 Property and Casualty Agent
- 6-20 All Adjuster Lines
- CNP - Certified Notary Public
- PMP - Project Management Professional
Timeline
Cobra Admin (Seasonal)
Navia Benefit Solutions
09.2023 - 03.2024
Licensed Insurance Agent - Claims Adjuster
Veracity Insurance Solutions, LLC
11.2021 - 02.2024
Call Center Supervisor
AAA Carolinas
03.2020 - 11.2021
Insurance Analyst
Nationwide Mutual Insurance
10.2017 - 03.2020
Trainer - Team Leader
Convergys
02.2013 - 10.2017
Associate of Arts Degree - Business Administration
University of Phoenix Online
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