Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Jessica has 10-years background in facilitating employee training and coaching as well as being able to solve complex problems to support her department. Jessica is proficient in researching issues, analyzing situation and providing detailed solutions. In her role as a team lead for Chase she was also privied to sensitive and private issues so she has experience maintaining secrecy. I am also highly detail-oriented and organized.
Highlights
Microsoft Office Applications (Word, Excel, Power Point, Access)
Data mapping-exporting and importing
Analyzing Data
Conflict Resolution
Problem Solving
Decision Making
Accuracy and attention to details
Organizational skills
Excellent interpersonal and coaching skills
Strategic thinker
Exceptional communicator
Detail-oriented
Training and development
Regulatory compliance
Innovative
Analytical thinking and planning
Accomplishments
2014 Innovation Implementation Ice Award
conducted audit on current third parties sent to military institutions and facilitated a new process of making sure that all military bases are only handled by USAA staff directly and no vendors.
process thus far has saved USAA over $10,000 monthly.
Experience
Auto Triage , 08/2013 to 07/2015 Encova – West Virginia, MN,
Designed training modules that implemented strategic business practices and organizational behavior training concepts.
Maintains and manages the automated dispatch assignment system.
Facilitates acquisition transformations between USAA, STARS shops and third party vendors.
Oversees audits for field physical damage specialists.
Analyzes catastrophe locations to make suggestions on catastrophe coverage needed for staff.
Provides technical support to the claim department.
Manages the appraiser's workload and territories.
Facilitates the activation and termination of vendors.
Analyzes third party activity, trends as well as appraiser territories.
Creates catastrophe field and drive in locations during crucial storms and time of need.
Evaluates assignments sent to third party vendors and submits to staff to reduce company costs, where available.
Extracts and imports mapping data to determine coverage locations.
Presented training information via presentations and side-by-sides.
Answers employee questions regarding scheduling and shop setups and resolves any issues.
Mentors team members to succeed and advance within the department.
Total Loss Adjuster, 02/2012 to 08/2013 USAA – City, STATE,
Explained procedures and answers inquiries for adjusting auto total loss claim.
Reviewed federal and state laws to confirm and enforce company compliance.
Evaluated and negotiated settlement of automobile first and third party physical damage claims within established settlement authority limits and negotiated any excessive storage charges.
Provided coordination with internal functions to include Appraisal Operation, SIU, Subrogation and Salvage.
Provided appropriate and timely integrated solutions to members.
Merchant Disputes Senior Analyst, 09/2003 to 01/2012 JP Morgan Chase Bank – , STATE,
Executed internal quality audits on all dispute representatives.
Executed dispute audits on credit card customer to determine repeat dispute offenders to mitigate risks to the company.
Facilitated training, coaching sessions and provided feedback to advisors to help increase their productivity.
Initiated and distributed departmental newsletters to include best practices and new regulatory changes.
Handled chargebacks, representment and pre-arbitration cases.
Responsible for researching customer credit card dispute and working with merchant banks to seek customer resolutions.
Provided support for the department MIS which included system updates, tracking and delegated daily work assignments to advisors.
Assisted in Project Management duties of updating business credit card dispute policies and procedures to align with current credit card regulations and the company's needs.
Handled departmental reports to identify, record and report customer claims and excessive claim submissions.
Managed the NICE scheduling system to update employee schedules, breaks, lunches and PTO.
Facilitated monthly meetings to develop strategies that would positively influence workplace relationships.
Education
Bachelor of Science: Information Systems, Expected in 2015 University of the Incarnate Word - San Antonio, Texas GPA: Received a prestigious distinction of making the Dean's list for 2014 on target to make the list for 2015 as well.
Coursework in Human Resource Management.
Specialization in computer networking, coding, system analysis and Information Security.
Received a prestigious distinction of making the Dean's list.
Skills
Peoplesoft navigation, Conflict Resolution, All Microsoft Office Applications including Access, audits, training, coaching, Problem Solving, researching, scheduling, technical support
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