Customer Service Help Desk
Resume:
Hello
I’m Lindsey Jacobs
Windsor Heights, IA 50324
******.*********@*****.***
Skills
I have excellent customer service operations. I am proficient with multiple types of technology; Microsoft Word, Excel, PowerPoint, Teams, Zoom, Outlook, and FoxReadit. I am easily coached, I take feedback well and start implementing changes right away. I have strong organization skills and communicate well with others. I can work efficiently on a team or on my own.
Experience
MAY 2021 - APRIL 2025
biBerk Insurance; Omaha, NE (remote worker) - Licensed Insurance Agent
●Licensed in 49 out of 50 states
●Received incoming calls and made outbound calls for customers seeking business insurance
●Quoted and sold commercial insurance, such as: General Liability, Commercial Property, Errors & Omissions, Commercial Auto, and Workers’ Compensation
AUGUST 2019 - MAY 2021
Nationwide Insurance; Des Moines, IA - Work Comp Claims Specialist I
●Claims Adjuster for “Medical Only” workers’ compensation claims
●Investigated injury, confirmed injury happened during course and scope of work duties.
●Accepted claims I monitored approved treatment, along with healing progress, set reserves, and paid medical bills
●Depending on the state the worker was employed in, I would file forms and comply with that state’s Work Comp rules
DECEMBER 2013 - AUGUST 2019
Nationwide Insurance; Des Moines, IA - Member Care Representative III
●Answer phone calls from local agents and policyholders with questions regarding policy and billing information
●Accurately documented each interaction on the policy or billing account after each call
●Call Metrics: AHT 12:36, ACW 4:03, Conformance 100.16%, FCR 86.42%, VOC 100%
●Quality: Issue Diagnosis and Active Listening - Advanced; Resolution, Advocacy, and Next Issue Avoidance - Effective
AUGUST 2006 - DECEMBER 2013
Karl Chevrolet (collision center); Ankeny, IA - Office Manager
●1st point of contact for customers, communicated when vehicle was ready for pick, collected any owed deductibles and insurance checks
●Balanced several administrative responsibilities within the collision center; Administered payroll for 31 employees, handling accounts receivables, coordinated multi-line phone and paging system, ordered office supplies and kept paperwork filing up to date.
●Facilitated continuing education for body and paint technicians. Also, assisted with training and hiring of new office personel.
Education
1994 - 1997
Southeast Polk High School; Pleasant Hill, IA - General Diploma, 3.5 GPA
1997 - 1998
Southwestern Community College (SWCC); Creston, IA
●Studied business, no degree obtained
1998 - 2000
Des Moines Area Community College (DMACC); Ankeny, IA
●Studied nursing, no degree obtained
Specialty Training
Insurance Claims Adjuster license obtained in 2020, is now expired.
Insurance Producer license obtained in 2022, renewed March 2025, currently active.
Worked in numerous call center atmospheres.
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