Resume

Education

August 2023 - Present

Georgia Southern University 

Bachelor's of Information Technology

Professional Experience:

Insurance Agent | TTEC – Remote JAN 2022 – PRESENT 

Progressive Insurance Project

● Performed data collection, risk assessment, and policy analysis using secure internal quoting platforms to recommend compliant auto insurance coverage across 30 U.S. states, with diverse state-level regulations, including high-risk and no-fault jurisdictions. 

● Accessed proprietary quoting platforms through secure virtual environments, performing first-level troubleshooting of system, hardware, and network connectivity issues, validated data accuracy, and documented resolutions across daily interactions.

● Maintained a 97% customer satisfaction rate by resolving complex account issues, documenting actions, and escalating anomalies according to established procedures.

● Handled sensitive personal and financial data while enforcing strict confidentiality, authenticity, and integrity requirements in regulated environments.

Key Achievements: 

● Contributed to the project’s success by rolling out strategic marketing strategies, reinforcing client relationships, and improving communication and client trust. 

Kaiser Permanente Medicare Retention Project

●Handled Protected Health Information (PHI) while supporting Medicare members, adhering to HIPPA and CMS regulatory requirements.

● Followed strict identity verification, access control, and data-handling protocols to ensure confidentiality and compliance.

● Navigated multiple secure systems simultaneously to update member records, resolve coverage issues, and document actions accurately.

● Maintained compliance and quality benchmarks while supporting vulnerable populations in a highly regulated healthcare environment.

Key Achievements: 

● Recognized for consistency, accuracy, and professionalism when handling sensitive health, billing, policy, and medical claims information.

Sales Lead | Allstate – Augusta, GA JAN 2021 – JAN 2022  

● Led operational transition from remote to hybrid environments, coordinating schedules, access needs, and communication workflows to ensure continuity. 

● Monitored team performance metrics and operational data to identify inefficiencies, recommend process improvements, and reduce errors. 

● Conducted data-driven analysis to streamline workflows, improving team-wide efficiency and performance outcomes. 

● Mentored a five-person team, increasing average individual premium sales from $25,000 to $40,000, earning recognition and expanded responsibilities. 

● Produced regular reports on trends, forecasts, and performance indicators to support senior leadership decision-making.

Key Achievement: 

● Implemented process improvements that resulted in an 18% increase in agency sales and 5% of company-wide revenue growth.

Team Lead, Sales | AT&T – Columbia, SC JAN 2019 – SEP 2019

● Delivered cable, internet, and phone services in high-traffic retail environments, onboarding customers and provisioning services end-to-end.

● Trained and mentored team members by conducting on-site visits, securing sales workflows, customer identification verification procedures, and proper handling of PII and payment card data.

● Processed customer orders using iOS-based point-of-sales systems, ensuring data accuracy and compliance with internal procedures. 

● Maintained ongoing communication with customers through service installation and equipment delivery, tracking order status, and resolving issues.

● Coordinated staffing and scheduling across multiple locations to ensure coverage and operational efficiency.

 ● Monitored quality assurance and customer satisfaction metrics, identifying issues and implementing process improvements. 

 Key Achievements: 

● Drove 15% quarterly growth in new customer subscriptions while maintaining quality and data-handling standards. 

● Selected to train and support new hires based on performance, adaptability, and ability to troubleshoot issues in real time. 

● Implemented streamlined onboarding and follow-up processes that improved customer experience and conversion rates.