Operations and Customer Service Leader - Remote Expert
Resume:
Kimberly Jackson
Pflugerville, TX
************@*****.***
PROFESSIONAL SUMMARY
Customer service and operations leader with 14+ years of experience in insurance and retail environments. Proven ability to resolve complex issues, lead teams, and improve operational processes while supporting cross-functional initiatives. Holds a Bachelor’s degree in Accounting and excels in organization, communication, and workflow coordination. Highly effective in remote environments, demonstrating strong time management, independent execution, and collaborative problem solving. Seeking a remote Customer Service Manager or Executive Assistant role supporting operational excellence and client satisfaction.
PROFESSIONAL EXPERIENCE
Senior Customer Service Representative
Farmers Insurance — Austin, TX
September 2021 – Present
●Resolve complex underwriting and policy inquiries using independent judgment and defined authority
●Collaborate with cross-functional departments to improve customer outcomes and operational alignment
●Interpret policy provisions and communicate solutions clearly to customers
●Prepare operational reports and data visualizations supporting performance improvement
●Recommend and implement workflow improvements to enhance customer experience
●Maintain and update standard operating procedures (SOPs)
●Mentor peers and provide subject-matter expertise
●Support leadership initiatives and cross-brand improvement projects
Store Manager
Sterling Inc.
October 2010 – December 2019
●Directed daily store operations including staffing, recruiting, scheduling, and sales leadership
●Hired, trained, coached, and evaluated team members to improve performance
●Motivated and influenced team members to achieve sales and performance goals
●Delegated responsibilities effectively and followed up to ensure completion
●Achieved company sales and profitability targets through strategic leadership
●Managed escalated customer concerns and maintained a guest-first service culture
●Planned and executed promotional and sales events
●Conducted performance reviews and development planning
●Implemented corporate initiatives and monitored performance metrics
●Led team meetings and fostered a collaborative, results-oriented workplace
EDUCATION
Bachelor of Science in Accounting
CORE SKILLS
Remote Communication • Independent Workflow Management • Digital Documentation
Cross-Team Collaboration • Time Management • Leadership & Team Motivation
Problem Solving • Conflict Resolution • Delegation & Follow-Through
Process Improvement • Executive Support • Organizational Coordination
TECHNICAL SKILLS
Microsoft Office (Word, Excel, Outlook)
CRM & Policy Systems
Virtual Meeting Platforms
Scheduling & Workforce Systems
Reporting & Documentation Tools
PROFESSIONAL STRENGTHS
Positive and professional attitude • Inspirational leadership • Works independently and collaboratively • Persuasion and influence • Accountability and follow-through
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