Jacoby Dumas
Macon
Summary
A highly dedicated and results-oriented professional with over 6 years of experience in customer-facing roles, including Customer Service Representative and Insurance Sales Agent, seeking to leverage strong communication, compliance, and problem-solving skills as a Claims Specialist. Proven ability to manage complex inquiries, maintain 100% documentation compliance, and implement efficiency improvements, with a collaborative mindset and enthusiasm for technology.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Teleperformance
01.2024 - Current
- Served as first point of contact for 50+ daily insurance inquiries, including plan details, appointments, and billing, ensuring comprehensive customer support
- Maintained 100% compliance with documentation standards, consistently passing QM evaluations with perfect scores, reflecting meticulous record-keeping
- Resolved policy discrepancies by coordinating with underwriting teams on 90% of complex cases, demonstrating collaborative problem-solving
- Implemented a personal tracking system that reduced case follow-up time by 25%, enhancing efficiency in customer issue resolution
- Achieved high customer satisfaction scores by resolving issues on the first call, ensuring customers felt valued and supported
Automotive Sales Associate
Jenkins Auto Group
04.2022 - 01.2024
- Evaluated 20+ weekly credit applications, reducing default risk by 15% through thorough analysis and attention to detail
- Structured financing terms using risk-based pricing models, aligning with underwriting principles to secure optimal solutions for clients
- Assisted customers with diverse credit profiles in securing financing solutions, leveraging rapport-building and detailed financial verification
- Utilized internal systems and bank partnerships to facilitate same-day vehicle purchases for customers, streamlining the sales process
Insurance Sales Agent
Unified Healthcare
09.2018 - 04.2022
- Analyzed 100+ monthly client risk profiles, achieving a 92% renewal rate against an 85% team average through diligent client understanding
- Reduced application processing errors by 30% through pre-submission document audits, ensuring high accuracy and compliance
- Trained employees on compliance requirements and underwriting documentation standards, fostering team knowledge and adherence to regulations
- Collaborated with team members to streamline sales processes and improve efficiency.
- Assisted clients with claims processing and provided support during the process.
Skills
- Customer Service
- Client Relations
- Inquiries Management
- Issue Resolution
- Zendesk
- Intercom
- Written & Verbal Communication
- Rapport Building
- Training & Mentoring
- Collaborative Teamwork
- Regulatory Compliance
- Documentation Standards
- Risk Analysis
- Underwriting Principles
- Process Improvement
- Data Management
- CRM Systems
- Tracking Systems
- Data Analysis
- Sales Strategy
- Financing Solutions
- Credit Applications
- Risk-Based Pricing
- Client Acquisition
- Risk assessment
Timeline
Customer Service Representative
Teleperformance
01.2024 - Current
Automotive Sales Associate
Jenkins Auto Group
04.2022 - 01.2024
Insurance Sales Agent
Unified Healthcare
09.2018 - 04.2022