Remote Customer Service & Administrative Specialist with Insurance

NICHELLE L. JACKSON

Indianapolis, IN- 317-***-**** -**************@*****.***

Seeking Remote Customer Service ECRM Salesforce Data Entry Administrative Positions

PROFESSIONAL SUMMARY

Licensed Insurance Professional and Administrative Specialist with over 10 years of experience in remote customer service, high-volume call centers, insurance sales, data management, and executive support. Proven ability to meet Average Handle Time (AHT) goals, exceed sales targets, and manage large business books. Experienced in Salesforce, eCRM systems, Epic Applied Systems, Hercules, FortiClient, Workday, and multi-system navigation. Strong independent work ethic with demonstrated success in remote environments.

CORE SKILLS

• Remote Customer Service

• CRM Systems (Salesforce, Epic Applied Systems)

• Average Handle Time (AHT) Performance

• Inbound and Outbound Call Handling (40-50+ calls daily)

• Insurance Sales and Policy Consulting

• Multi-State Insurance Licensing

• High-Volume Data Entry (70 WPM)

• Microsoft Excel (Spreadsheets, Reporting, Data Conversion)

• Microsoft Word, PowerPoint, Outlook, MS Teams

• Workday, Hercules, FortiClient, Mobile Pass

• Document Conversion and Data Migration

• Executive Administrative Support

• Book of Business Management ($900K-$1M average)

• Lead Generation and Marketing

• AI Productivity Tools

PROFESSIONAL EXPERIENCE

Everise Inc – Licensed Customer Care Agent (Remote) August 2025 – Present

• Handle inbound after-hours calls for State Farm customers in a remote call center environment.

• Assist with policy changes, including adding/removing vehicles, drivers, billing assistance, and reinstatements.

• Meet AHT and call quality standards while navigating multiple systems simultaneously.

• Utilize Hercules, FortiClient, Workday, Mobile Pass, and eCRM platforms.

• Document all policy updates accurately within CRM systems. Nichelle Jackson Insurance Agency – Licensed Insurance Agent September 2023 – April 2025

• Built and managed a book of business through self-marketing and generating leads.

• Partnered with multiple carriers, including Progressive, The Hartford, Travelers, Safeco, and others.

• Used comparative rating systems and a personal website for client acquisition.

• Maintained renewal retention using a self-created tickler system.

• Provided policy consulting and coverage education to clients. Choices Inc (That’s Good HR) – Executive Administrative Assistant (Part-Time) June 2024 – March 2024

• Processed and scanned mail and managed package intake.

• Scheduled vendors and facility repairs.

• Created brochures and office documentation.

• Managed incoming calls and general office operations. Clear Spring Insurance (Robert Half) – Administrative Assistant to CFO August 2023 – September 2023

• Provided executive-level administrative support.

• Converted documents into Excel spreadsheets for reporting.

• Created PowerPoint presentations.

• Recorded and distributed meeting minutes.

• Served as Notary Public.

HMC Insurance Agency – Licensed Insurance Specialist May 2015 – June 2022

• Managed $900K-$1M book of business in personal lines insurance.

• Ranked #2 company-wide in sales and earned incentive trips.

• Managed 40-50 inbound/outbound calls daily.

• Used Epic Applied Systems CRM for policy management.

• Consulted elderly clients on coverage changes and retention strategies.

• I won a national sales award (Progressive Peloton bike). GEICO Insurance – Licensed Insurance Agent

November 2014 – April 2015

• Sold personal lines insurance to inbound customers across multiple states.

• Evaluated on call accuracy, clarity, compliance, and timing. Comcast – Sales and Customer Service Representative 2010 – 2014

• Handled inbound sales and service calls.

• Upgraded customers to bundled service packages.

• Scheduled installations and conducted quality assurance follow-up calls.

• Conflict resolution and bill explanation

Sallie Mae – (Navient)

Default Prevention / Collections Specialist

• Managed collection accounts and prevented loan defaults.

• Ranked #1 company-wide for highest collection month twice.

• Utilized skip tracing tools to locate borrowers.

• Skip tracing skills and

Bent Tree Apartments – Leasing Assistant Manager

• Conducted leasing consultations and apartment tours.

• Coordinated maintenance and vendor scheduling.

• Awarded an incentive trip for highest leasing performance.

• Conducted meetings with leasing and maintenance when necessary. EDUCATION

Bachelor of Arts – 3.5 Years Completed

Walden University – Minneapolis, MN

Major: Mass Communications Minor: Creative Writing GPA: 3.0 PROFESSIONAL LICENSES

Licensed Personal Lines Insurance Agent for 12 years Previous Licensed Notary Public – State of Indiana- LEADERSHIP EXPERIENCE

Founder and CEO – The Promise of The Sun LLP (Upcoming Non-Profit) Coordinating international book donations to the Maasai Tribe. ADDITIONAL SKILLS

Adobe Creative Suite Public Speaking Creative Writing Sales Typing 60-70 WPM

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