Experienced Customer Service and Life Insurance Agent

Samantha Jaycox

San Antonio, TX ***** +1-210-***-**** ******************@*****.***

Professional Summary

Resourceful customer service professional with 17 years of experience, including 10+ years in fast-paced call centers and licensed life insurance sales across four states. Proven ability to handle 215+ calls daily, meet sales targets, and lead teams. Skilled in client needs assessment, policy comparison, and managing complex customer inquiries with efficiency and empathy.

Work Experience

Surge customer service representative

Office of Attorney General of Texas Remote

June 2026 to Present

Operating main switchboards and call centers to respond to questions regarding agency policy, procedures, and case statuse

Receiving, evaluating, and routing incoming calls, mail, and emails to the correct legal or administrative divisions 1. Reviewing and documenting consumer complaints regarding fraud, scams, or business disputes, and entering them into state tracking databases bnb

2. Updating client locate and employment information, specifically for child support and domestic relations case 3. Researching community resources and redirecting constituents to appropriate local, state, or federal agencies when their needs fall outside the OAG’s jurisdiction

4. Performing general clerical duties, including records retrieval, scanning documents, and maintaining strict confidentiality

Life Insurance Agent

• Connected clients with optimal life insurance policies from multiple companies by working independently, increasing client satisfaction

• Assessed individual client needs and compared policies to guide clients through the buying process, improving policy match accuracy

• Represented clients as a broker, making daily outbound dials to meet weekly goals and secure the most suitable, affordable coverage

• Maintained active licenses in Texas, South Carolina, Colorado, and Idaho, expanding service reach Pre-Screener Allstate

VDart, Inc. San Antonio, TX

February 2026

• Converted internet-generated leads into sales by contacting prospects and connecting them with licensed agents

• Reduced client churn by proactively reaching out for policy renewals and executing 'win-back' campaigns for previous customers

• Set up appointments for field agents to meet with clients for complex cases, improving sales pipeline efficiency

• Presented a professional image by following approved, compliant scripts during all client interactions

• Consistently met daily targets for outbound calls, appointments set, and conversion rates, driving team performance Escalation/Retention Agent

Unify CX San Antonio, TX

June 2025 to February 2026

• Provided proactive customer service by calling to check in on clients, increasing retention rates

• Informed customers about new products, services, or promotions, driving upsell opportunities

• Assisted with account updates, order tracking, and basic troubleshooting, resolving issues efficiently

• Followed scripts and regulatory guidelines for calls, ensuring compliance and professionalism

• Averaged over 215 inbound/outbound calls daily, demonstrating high productivity

• Answered inbound/outbound calls and provided status updates on orders and product information

• Resolved customer inquiries and issues with one-call resolution, improving customer satisfaction

• Documented interactions in CRM systems to maintain accurate customer records Viewer Experience Advocate

TEKsystems San Antonio, TX

November 2024 to January 2025

• Served as first point of contact for viewers, typing 35-40 wpm to efficiently address inquiries

• Assisted with account management, billing issues, refunds/credits, and billing dates to resolve concerns

• Answered content questions and navigation difficulties, enhancing user experience

• Troubleshot devices (TVs, iPad, iPhone, laptops) and technical problems, ensuring smooth viewing across platforms

• Achieved 90% or higher on metrics (ACW, AHT, quality, positivity score), demonstrating consistent performance

• Navigated multiple windows and dual monitors, maintaining accuracy in note-taking Call Center Customer Service Representative

Marriott International Remote

June 2022 to September 2024

• Handled reservations over the phone and online for 6,000+ properties worldwide, ensuring seamless guest experiences

• Answered questions about services at different properties, providing detailed information to guests

• Processed payments on hundreds of reservations daily, maintaining accuracy and efficiency

• Negotiated rates, upsold services, and drove sales to maximize revenue

• Recommended local activities on or around properties, enhancing guest satisfaction

• Recorded contacts and customer information into database, ensuring data integrity

• Sent out confirmations via email to guests, improving communication

• Edited, modified, and canceled reservations via phone/email, providing flexible support

• Assisted with fraud cases, two-step authentications, and mobile troubleshooting to protect guest accounts

• Supported awards, certificates, and co-branded credit card inquiries, ensuring guest loyalty Call Center Agent/Customer Service Representative

Taskus-GoodRx

February 2018 to June 2022

• Answered inbound calls to address customer inquiries and concerns, ensuring timely resolution

• Processed orders and payments accurately, maintaining customer trust

• Handled customer complaints and followed up on calls to ensure satisfaction

• Made outbound calls to customers, doctors, and pharmacies to coordinate prescription needs

• Assisted with mail orders and verified prescriptions with office assistants, ensuring accuracy

• Tracked information and placed multiple medication orders/refills, streamlining pharmacy operations

• Verified correct prescriptions to maintain compliance and safety Customer Service Represenative

Ibex global

March 2016 to December 2018

• Demonstrated strong communication, active listening, empathy, and problem-solving skills to resolve customer issues

• Utilized multitasking, patience, and time management to handle high call volumes efficiently

• Adapted to changing situations with flexibility and technical competency, ensuring consistent service quality Tax Specialist

Maximum Tax Service-Waterford MI

February 2015 to December 2016

• Led team as Maximum Tax Service Team Leader, overseeing daily operations and staff performance

• Obtained information from all relevant sources to ensure accurate tax preparation

• Responded to customer problems or complaints, achieving high satisfaction rates

• Communicated clearly to ensure client understanding and opened/closed office in a timely manner

• Checked to ensure appropriate changes were made to resolve customer problems, improving accuracy

• Effectively managed weekly schedules for employees, optimizing workflow

• Attended weekly meetings to discuss company progress and growth, contributing to strategic planning

• Created store schedules, answered customer questions, checked files, handed out flyers, and performed data entry

• Handled large amounts of checks and managed organizational tasks in a manager position

• Consistently satisfied customers through attentive service and problem resolution Education

Upper secondary education

GED

High school diploma or GED

Skills

Account Management Medical terminology Sales Employee relationship building Hotel experience Technical support representative experience Upselling Interpersonal skills Outbound calling Insurance company experience Restaurant experience Mac OS Customer relationship management Slack Pricing Problem-solving Regulatory compliance Microsoft Outlook Call center agent experience Computer Skills Organizational skills Cold Calling Client interaction via phone calls Research Cashiering Client services Customer support specialist experience Order inquiry handling Leadership Care coordination Customer support - Customer support experience

(11–15 years) Appointment scheduling Administrative experience Technical troubleshooting support Technical support Managing customer accounts Improving customer support response time - Customer support response time improved (1-5%) Microsoft Word Computer literacy Customer service Lead generation Google Workspace Microsoft Excel CRM data management Microsoft Teams iOS Computer operation Phone etiquette Customer returns handling Marketing Food Preparation Working with people with disabilities Customer training Managing teams in a customer support role - Largest customer support team managed (1-5 team members) English Phone call management Analysis skills Live chat Customer support ticket management Call center Call center experience POS Zendesk Sell Communication skills Telemarketing Negotiation Account opening Data entry Insurance agencies SAP CRM Windows Order processing Providing product information Attention to detail Typing Customer issue escalation Phone customer support Policy analysis Cash Handling Salesforce Phone communication Time management Retail Sales Technical Proficiency Phone inquiries

Languages

English

Certifications and Licenses

First Aid Certification

CPR Certification

Life Insurance License

February 2025 to July 2027

Sells life insurance and other financial services

Meets education requirements and is licensed to sell life insurance May work with multiple insurance companies to find the best product for clients Life insurance underwriter

Assesses risk and determines premiums for life insurance policies Helps ensure insurance companies are financially sound Life insurance actuary

Assesses the financial risks associated with life insurance policies Works with financial products that are contingent on a person's life events Claims adjuster

Investigates whether a reported claim should be settled or denied Ensures that claims are handled fairly and efficiently Claim consultant

Advocates for policyholders, guiding them through the claim process Has expertise in various types of insurance, including life insurance Blood donor

Regular donor for blood/plasma

Introducion to medical terminology

Basic knowledge of medical terminology, experience in a medical office setting Life & Health Insurance License

Driver's License

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