AAliyah Dewindt
Tampa,FL
Summary
Customer-focused professional with experience handling high-volume inbound and outbound calls, reviewing financial and account documentation, and resolving complex issues in regulated environments. Skilled in investigation, documentation, problem resolution, and delivering clear, empathetic communication under time-sensitive conditions. Proven ability to make accurate decisions while meeting quality and productivity standards.
Overview
3
3
years of professional experience
1
1
Certification
Work History
FNOL Agent
USAA
Tampa, FL
01.2025 - Current
- Serve as the first point of contact for policyholders reporting auto accidents, initiating claims through the First Notice of Loss process.
- Gather and verify detailed accident information, including date, time, location, parties involved, vehicle damage, injuries, and police involvement.
- Accurately document claim details in claims management systems to ensure timely and effective handoff to claims adjusters.
- Apply policy guidelines and required data standards to ensure claims are set up correctly and compliantly.
- Ask targeted, investigative questions to clarify loss details and identify potential coverage or liability considerations.
- Provide clear explanations of the claims process, next steps, and expectations while demonstrating empathy during stressful situations.
- Manage multiple claims simultaneously in a high-volume environment while meeting quality, accuracy, and productivity metrics.
Chase Card Services Collection Specialist
JPMorgan Chase
Tampa
02.2023 - 01.2025
- Investigate customer financial accounts by reviewing payment history, balances, and supporting documentation to determine appropriate resolution actions.
- Conduct high-volume outbound and inbound calls while maintaining compliance with company policies and regulatory guidelines.
- Analyze customer circumstances to make informed decisions regarding payment arrangements and account resolution.
- Clearly explain complex financial decisions, outcomes, and next steps to customers with empathy and professionalism.
- Document all account activity accurately and thoroughly to ensure audit readiness and quality assurance standards.
- Resolve escalated or sensitive customer issues while maintaining calm, professional communication.
- Meet productivity, quality, and performance metrics in a fast-paced, deadline-driven environment.
Education
High School Diploma -
Jefferson Highschool
Tampa, FLFinancial Bachelor Degree
South New Hampshire University
Skills
- Claims Investigation
- Case Documentation
- Loss Analysis
- Policy & Procedure Adherence
- Decision-Making Under Guidelines
- Customer Communication (Phone & Written)
- Conflict Resolution
- Compliance & Quality Assurance
- Time & Call Volume Management
- Financial Review & Analysis
Certification
All-Lines Adjuster (CALA) Certification
Timeline
FNOL Agent
USAA
01.2025 - Current
Chase Card Services Collection Specialist
JPMorgan Chase
02.2023 - 01.2025
High School Diploma -
Jefferson Highschool
Financial Bachelor Degree
South New Hampshire University