Jennifer Jackson
Mesquite,TX
Summary
With over 20 years of experience in care support coordination and customer service, this compassionate and detail-oriented professional has a track record of advocating for customers while consistently delivering exceptional service to clients. A strong communicator, excels in developing comprehensive care plans, resolving issues efficiently, and fostering positive relationships in fast-paced environments. Striving to be the best and never giving up.
Overview
8
8
years of professional experience
1
1
Certification
Work History
BAGGAGE SERVICES COORDINATOR
Southwest Airlines
09.2024 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Baggage Claim Specialist
Southwest Airlines
03.2022 - 09.2024
- Provide exceptional Customer Services skills.
- Works independently as well as part of a Team.
- Independently analyzes data gathered using appropriate methods and tools.
- Monitors station activities to ensure policies and procedures are appropriately practiced and communicated.
- Recommends and oversees compliance on changes as they relate to baggage handling procedures.
- Correspond with and advise Customers on the status of baggage claims using strong written and verbal communication.
- Knowledgeable of regulatory rules governing claims processing for both Domestic and International travel.
- Maintains current knowledge of all regulatory and D.O.T.
- Able to research and resolve complex baggage claims with little or no supervision.
- Handles high-priority and escalated baggage-related issues in a timely and efficient manner.
- Maintains data, both sending and receiving, from industry-wide tracking databases.
- Handles incoming communications from Customer Relations and Customer Support & Services regarding baggage-related issues and takes appropriate steps while following our Contract of Carriage and ensuring our Customer Commitment is met.
- Proofread and review letters and other communication for claims being distributed to customers.
- Followed up with customers on unresolved issues.
Auto Claim Service Specialist
Allstate Insurance
03.2020 - 03.2022
- Manages an inventory of claims to evaluate compensability/liability.
- Establishes action plans based on case facts, best practices, protocols, regulatory issues, and available resources.
- Plans and conducts investigations of claims to confirm coverage and to determine liability, compensability, and damages.
- Assesses policy coverage for submitted claims and notifies the insured of any issues; determines and establishes reserve requirements; adjusts reserves as necessary during the claim processing; and refers claims to the subrogation group or Special Investigations Unit as appropriate.
- Assesses actual damages associated with claims and conducts negotiations, within assigned authority limits, to settle claims.
- Deliver exceptional customer service support, leveraging expertise in auto claims, insurance coverage, body shops, inspections, repairs, estimates, and rental cars.
- Consistently met and exceeded production goals, serving customers daily with a 98 % quality rating.
- A fast-paced, ever-changing environment where following state regulations, handling multiple claim systems, and having strong communication skills are vital for success.
Team Lead
PFSweb
09.2016 - 03.2020
- Drove in the ongoing development of systems, tools, and training to launch 3 brands.
- This included training over 50 people.
- Outperform with developing content for training and reference for front-line agents.
- Responsible for customer resolution and escalated calls while maintaining 90% of contact center goals for AHT, ASA, and Chat metrics.
- Coordinated with interviewing and hiring team members.
- Administer performance management by diagnosing improvement opportunities, and providing effective feedback that supports coaching, training, professional development, and corrective action plans.
- Handled all administrative duties for my brands. Example, Method man, Mrs. Meyers, Gillett, Proctor and Gamble etc.
- Established and implemented team contests for individual and team recognition
- Provide excellent customer service through out all channels of communication for the brands.
Education
High school - General Studies
Cypress Springs High School
Cypress, TX05.2007
Skills
- Training & Developing a Team
- Microsoft Office programs
- Salesforce
- Bevy Up Chat
- I3 Workforce Management
- IEX
- Avaya
- Data Entry
- Technical Support
- Net Tracer
- World Tracer
- Fraud tracer
- Cirrus
- Smartsuite
Certification
Texas adjuster license, 03/01/22, 04/01/26
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
English
Native or Bilingual
Timeline
BAGGAGE SERVICES COORDINATOR
Southwest Airlines
09.2024 - Current
Baggage Claim Specialist
Southwest Airlines
03.2022 - 09.2024
Auto Claim Service Specialist
Allstate Insurance
03.2020 - 03.2022
Team Lead
PFSweb
09.2016 - 03.2020
High school - General Studies
Cypress Springs High School