Licensed Life Insurance & Inbound Support Specialist

CHARICE WALTON

Newport News, VA 757-***-**** *************@*****.***

Customer Service Representative – Life & Annuity Contact Center Licensed life insurance professional with over 5 years of experience in high-volume remote call center environments supporting insurance, energy, and security clients. Proven ability to manage 60–80 inbound calls per shift, provide accurate policy and account support, document interactions in CRM/SAP systems, and remain compliant with regulatory standards. Strong communicator with a calm, empathetic phone presence. Licensure

Active Life Insurance License (VA) – License #1547835 Core Skills

Inbound Call Handling • High-Volume Contact Centers • Life Insurance & Annuities • CRM Documentation • SAP • Microsoft Office • Billing & Payments • Account Servicing • Compliance • De-escalation • Data Accuracy Professional Experience

Licensed Life Insurance Agent (Remote) – AO Globe Life Oct 2025 – Jan 2026

• Provide inbound and outbound customer support regarding life, health, and annuity products

• Educate policyholders on coverage, benefits, and policy changes in a contact center setting

• Conduct needs-based assessments while adhering to state and federal compliance standards

• Accurately document all interactions using CRM systems Customer Service Representative (Remote) – Dominion Energy (Everise) Apr 2022 – Nov 2025

• Managed 60–80 inbound calls per shift supporting billing, payments, service orders, and outages

• Documented customer interactions using CRM and SAP systems with high accuracy

• Resolved complex billing disputes and de-escalated customer concerns professionally

• Met strict call quality, compliance, and productivity metrics Customer Service Representative (Remote) – ADT / S&P; Data Nov 2021 – Apr 2022

• Supported customers with billing inquiries, account updates, and service troubleshooting

• Navigated multiple systems simultaneously in a fast-paced contact center environment

• Maintained data accuracy and compliance standards Education

Diploma – Medical Billing & Coding

Ultimate Medical Academy

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