Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Customer Service Representative with over 15 years of experience bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Thrives in fast-paced environments, works independently or within a team, with minimal supervision to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures. Driven and proven successful at achieving established targets and team goals.

  • Self-motivated
  • Dependable
  • Team player
  • Excellent interpersonal skills
  • Organized and detailed
  • Personable and approachable
  • Competitive and confident
  • Superior verbal and written communication skills
  • Developed analytical, problem solving, and decision-making skills
  • Quick learner
  • Positive attitude
  • Leadership skills
  • Courteous and helpful
  • Effective time management
  • Knowledgeable in Microsoft Word, Excel, and PowerPoint
Work History
NON- INJURY AUTO ADJUSTER, 08/2020 to 02/2022
EncovaIndiana, PA,
  • Clearly documented thought process, investigation, evaluation, negotiation, and settlement decisions.
  • Provided advice and set expectations into next steps to members and claimants.
  • Partnered and/or directed vendors and internal business partners to facilitate timely claims resolution.
  • Supported workload surges and/or Catastrophe Operations as needed.
  • Negotiated with claimants, body shops, and members to settle claims.
  • Examined photographs and surveillance and any other documents relating to claims.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Investigated and assessed damage to property and reviewed property damage estimates.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
TOTAL LOSS -PAYMENT TEAM LEAD, 11/2019 to 08/2020
USAA InsuranceCity, STATE,
  • Became lead after 1 month of being on the payment team.
  • Every couple of hours throughout the day, would realign all the payments for the total loss department and send team members their payment lists to work.
  • Communicated with other two leads to make sure the distributions were even.
  • Would ensure all necessary payments were sent out within 1 business day.
  • Helped work on the company’s automatic payment tool and audited failed payments.
  • Regarded each state’s compliance regulations for total loss payments (Fedex necessary checks when needed.)
  • Actively answered team member’s questions in team chat.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and state requirements.
TOTAL LOSS ADJUSTER, 09/2018 to 11/2019
USAA InsuranceCity, STATE,
  • Provided claims service via internal channels (phone/fax/email/mail) to members and third-party customers.
  • Adjusted low to complex Auto claims.
  • Acquired and applied basic knowledge of Property & Casualty insurance industry products, services, and processes to include P&C insurance policy contracts and coverages and the USAA claim handling process and procedures.
  • Resolved issues, disputes, and identified appropriate resolutions for escalations.
  • Partnered with and directs vendors and internal business partners to facilitate claims resolution.
  • Contributed to business goals, performance metrics, and effectively used tools & technology.
  • Supported workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events.
  • Issued payouts to claimants, members, body shops, and lien holders.
  • Provided first line customer service contact for personal line auto and property claims reporting activity.
  • Created loss reports by securing information from policyholders, claimants, agents, and other parties.
  • Verified coverage under various policies or policy provisions.
  • Handled hectic accident scenes from policyholders/claimants providing a calming situation.
  • Referred policyholders/claimants to preferred repair shops or scheduled drive-in appointments as appropriate.
  • Handled personal line auto, commercial, and property inquiries from policyholders, claimants, agents, medical providers and others appropriately.
  • Handled catastrophes (CAT) as needed.
  • Set up appropriate resources needed by policyholders regarding tows or rentals.
  • Handled customer service complaint situations as appropriate or provided information to escalate for resolution.
Master of Science: Organizational Development and Leadership, Expected in 05/2022
University of The Incarnate Word - ,

GPA: 3.96

  • Member of The National Society of Leadership and Success
  • Dean's List
Bachelor of Arts: Communications, Expected in 12/2015
The University of Texas At San Antonio - ,

GPA: 3.33

  • Dean's List
  • Licensed Property and Casualty Auto Adjuster - Since 2018

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School Attended

  • University of The Incarnate Word
  • The University of Texas At San Antonio

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  • Master of Science
  • Bachelor of Arts

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