Behavioral Health Customer Service

CHAUNCEY JONES

********.*******@*****.*** 404-***-**** Atlanta, GA

SUMMARY

Dynamic and newly licensed Health and Life Insurance professional with extensive sales experience and a proven track record of exceeding targets and building lasting client relationships. Skilled in consultative selling, lead generation, and closing high-value deals across diverse industries. Now transitioning into the insurance field with a passion for helping individuals and families secure their financial futures. Known for being driven, results-oriented, and highly coachable—ready to contribute immediately to a growth-focused insurance team. Seeking a role where sales expertise and a strong work ethic are valued and rewarded. CORE SKILLS & COMPETENCIES

Health & Life Insurance Knowledge – Recently licensed; committed to continuous learning in insurance products, compliance, and client-focused solutions Sales & Revenue Growth – Extensive experience driving revenue through strategic sales approaches, client retention, and solution-based selling

Client Relationship Management – Proven ability to build trust with clients, assess needs, and offer tailored financial solutions

Cold/Warm Calling & Lead Generation – Skilled in outreach strategies to build pipelines and grow book of business

CRM & Industry Software – Proficient in Salesforce, Encompass, Empower, and Microsoft Office (Excel, Word, PowerPoint, Outlook)

Team Leadership & Mentoring – Experience guiding and training junior team members to exceed perfor- mance metrics

Effective Communication – Strong verbal and written skills used to simplify complex information for clients Time Management & Organization – Highly efficient in handling multiple client cases and administrative tasks with precision

Customer Service Excellence – Interpersonal strengths focused on delivering empathetic and professional client support

EXPERIENCE

Franchisee/Operator

Jan Pro Atlanta, GA April 2024 - Current

• Develops and executed customized cleaning plans based on client requirements, ensuring consistent delivery of high-quality service

• Spearheads business development initiatives, including lead generation, client acquisition, and relation- ship management

• Monitors and incorporated client feedback to improve service offerings and enhance overall customer satisfaction

• Creates and managed a comprehensive business plan focused on long-term growth, scalability, and op- erational efficiency

• Oversees budgeting and expense control, optimizing profitability through cost management and strategic planning

• Implements workplace safety procedures and compliance programs in alignment with OSHA and industry regulations

• Ensures proper handling and disposal of hazardous materials to maintain regulatory compliance and minimize risk

Inside Sales Representative

UPS Remote/Atlanta, GA August 2023 - May 2024

• Responded to and resolved customer inquiries, complaints, and service issues promptly, ensuring a high level of client satisfaction

• Collaborated with cross-functional teams to identify sales opportunities and develop targeted strategies that optimized performance and revenue

• Maintained deep knowledge of UPS services and solutions to create customized offerings aligned with client needs

• Conducted contract reviews to ensure customer compliance and adherence to shipping standards

• Drafted and negotiated customer contracts, including pricing and discount structures, to align with com- pany goals

• Educated clients on digital self-service tools and UPS support channels to streamline issue resolution

• Presented clear and compelling value propositions to prospects and existing clients, contributing to con- sistent sales growth

Loan Account Executive

CREDIBILITY CAPITAL Remote/Newark, NJ June 2022 - January 2023

• Engaged with internally generated and partner-referred leads to assess credit needs and guide clients through the loan process

• Converted inbound web chats and call inquiries into qualified loan applications, ensuring a seamless and consultative customer experience

• Analyzed applicant financial documents—including bank statements, tax returns, and income sources— to provide accurate pre-qualification offers

• Ensured loan files met underwriting conditions and maintained accuracy throughout documentation and processing

• Partnered with Credit Risk teams to identify and implement workflow improvements in customer en- gagement and approval processes

• Reviewed and finalized files to meet third-party closing conditions and compliance standards, supporting timely post-closing audits

• Originated over $6.3 million in funded loans, consistently meeting or exceeding monthly production tar- gets

• Earned applicant trust and repeat business through a strong close rate, transparent communication, and end-to-end process support

Post Closing Specialist

NP INC/US MORTGAGE OF FLORIDA Remote/Boca Raton, FL May 2021 - March 2022

• Communicated with Loan Officers, Processors, Underwriters, and Closers to resolve outstanding defi- ciencies and clear post-closing conditions

• Reviewed and audited closing documents to ensure accuracy and completeness prior to loan shipment

• Collected and submitted purchase advices to the Accounting department, supporting timely loan funding and reconciliation

• Assisted in preparing and distributing detailed post-closing reports to internal teams and stakeholders

• Worked with various loan types including conventional, refinance, FHA, and VA mortgage products

• Proficient in Encompass mortgage software for loan file tracking, document management, and condition clearing

Senior Mortgage Loan Closer

INFOSYS Remote/Atlanta, GA July 2020 - February 2022

• Contract employee for Truist Bank/SunTrust mortgage division.

• Team Lead / Subject Matter Expert “SME”

• Responsible for the preparation of accurate closing documents and instructions to include the initial clos- ing disclosure, and final closing disclosure.

• Developed and maintain a strong understanding of mortgage lending products, policies, processes, and their requirements.

• Conducted proactive and effective pipeline management to ensure that metrics are met.

• Consistently communicated with Settlement Agent/Attorney to ensure a smooth process to close on time.

• Worked with management on a day-to-day operations of the department. Including but not limited to pipeline review, assist with training and coaching, closing disclosure submission.

• Completed all required steps for funding and prepared accurate wire request.

• Maintained working relationships with co-workers, internal and external clients, business partners and vendors.

• Knowledgeable with Empower mortgage software.

• Managed and closed a pipeline of 35-50 loans per month.

• Top 3 performer for July, August, September 2021, and January 2022

• Number #1 Closer in February, October, November, and December 2021. Senior Relationship Banker

SYNOVUS BANK Atlanta, GA August 2018 - February 2019

• Executed daily banking operations including new account openings, wire transfers, stop payments, account transfers, cash audits, and next-day cash reconciliations

• Made overdraft decisions in compliance with policy and supported all branch opening and closing proce- dures

• Managed and nurtured a portfolio of over 200+ clients, growing in-house deposits and deepening relation- ships

• Referred clients to appropriate business lines including mortgage, consumer loans, investments, insurance, small business, and merchant services

• Processed a variety of financial applications including business accounts, consumer credit cards, and home equity lines of credit (HELOCs)

• Trained and coached the teller team to identify cross-sell opportunities, increasing both deposit and credit product penetration

• Delivered personalized banking solutions, driving client retention and loyalty through consistent, high-quali- ty service

Senior Loan Specialist/Team Lead

LENDINGPOINT Kennesaw, GA April 2016 - July 2018

• Evaluated applicant income and credit profiles to determine eligibility and present pre-qualified loan op- tions

• Originated over $28 million in funded loans during tenure, consistently exceeding sales targets

• Achieved a 12% lead-to-loan conversion rate in 2017, ranking in the Top 5 for conversion company-wide in 2016 and Top 3 in 2017

• Recognized as Top 5 in Sales from 2016–2018 and ranked Top 2 for overall sales performance in both 2017 and 2018

• Earned Salesperson of the Month honors six times for outstanding production and client engagement

• Trained and mentored incoming staff, sharing sales techniques and process strategies to improve team- wide performance

EDUCATION AND TRAINING

MBA: Marketing

DeVry University Keller Graduate School of Management 2013 Bachelor of Science: Sport Management

Hampton University 2009

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