Hope Jernigan Email & Phone Number

• Spearheaded the Florida surplus lines audit, researching, uploading policies, filing surplus lines through InsCipher, and completing diligent search forms, ensuring 100% compliance with state regulations.• Managed an average of 50+ daily ZenDesk tickets, addressing policy changes, renewals, and cancellations across key product lines, including errors & omissions, directors & officers, fiduciary liability, cyber, web3, auto, workers compensation, and commercial liability.• Issued certificates of insurance, loss runs, and endorsements within authority limits, contributing to a 15% improvement in operational efficiency

• Processed an average of 110 ticketed tasks daily across 15 specialized folders, including underwriting submissions, billing requests, and policy management, while adhering to strict state-specific underwriting compliance guidelines. • Created letters of experience, issued ID cards, processed billing in Stripe, and processed policy changes to support member needs, enhancing customer satisfaction and reducing service turnaround times by 20%.• Streamlined operations by virtually eliminating a backlog of over 400 duplicate policy tickets through process enhancements and advocacy in cross-functional Slack channels.

• Improved customer service and analytical data by collaborating with the engineering team to resolve CRM and app issues.• Assisted customers with insurance policies through an omnichannel platform (Dialpad/Front), averaging 1,000 emails/texts monthly, 65 daily calls, and a perfect CSAT score of 5.• Maintained and serviced policies across 50+ insurance carriers, leveraging expertise in carrier-specific servicing software, underwriting practices, and escalation protocols to resolve policy issues efficiently.• Educated customers on state-specific insurance laws and regulations, ensuring compliance with legal requirements while assisting with policy changes and claims, fostering a strong understanding of insurance law fundamentals.

Chicago, Illinois, United States

• Utilized Opus, Telegence, RIO, and CBR software to resolve customer concerns with empathy and persuasion.• Managed 85+ calls daily, exceeding AHT targets, and maintaining a 4.75 CSAT average.•Delivered empathetic, solutions-oriented service while following scripts and adapting to customer needs.

• Facilitated leadership initiatives with 15 students at Fenger High School, focusing on peace and policy changes.• Managed student data in an online database to track progress and participation.• Assisted in creating an educational video about food options at school to engage peers.• Supported students in developing photographic portfolios showcased at the Feinberg School of Medicine.