Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

BRISHAE JONES

Fort Worth

Summary

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Quality Control Inspector

Pilot Catastrophe
02.2022 - Current
  • Communicated with production team members about quality issues.
  • Inspected quality of products, taking note of functionality, appearance and other specifications.
  • Inspected incoming and outgoing materials for accuracy and quality.
  • Report repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
  • Maintain compliance with industry regulations through meticulous record-keeping and documentation of inspection results.
  • Collaborate with production staff to establish and meet quality standards


Reinstatements and Insurance Associate

SANTANDER
04.2020 - 02.2022
  • Managed weekly team meetings to review updates, statistics on performance metrics, and process changes
  • Trained new employees on customer assistance procedures to ensure quality and consistency of service provided
  • Fielded incoming calls and emails in a timely manner; identified customer needs, concerns, and questions
  • Provided accurate information and solutions to customer queries and handled customer complaints in a patient and compassionate manner; determined if customers were eligible for hardship requests and educated them regarding the steps and process necessary to make a hardship request
  • Investigated, evaluated, and settled insurance claims
  • Determined whether the insurance policy covered the loss claimed and decided the appropriate amount the insurance company should pay
  • Ensured that claims were not fraudulent through communication with customers and insurance companies; contacted claimants' health care providers or employers to get additional information on questionable claims
  • Escalated cases to manager if needed.

Credit Card Specialist and Fraud Specialist – Contract (Apple Credit Card)

GENPACT
09.2019 - 04.2020
  • Prepared credit approval packages, annual reviews, renewals of credit, and client credit proposals, and coordinated document preparation and closings
  • In collaboration with the Client Advisor or Credit Advisor, acted as an additional contact to the client to help resolve issues, including contacting credit bureaus if needed
  • Trained new agents on credit card and fraud procedures to ensure quality and consistency of service provided
  • Consistently demonstrated ownership while resolving complex customer service issues and managing highly confidential customer data
  • Researched fraud claims from partner merchants and customers; facilitated escalation of issues to appropriate internal partners
  • Identified cross-sell opportunities and provided information to customers as appropriate.

Technical Support Manager / Emergency Dispatch

ADT SECURITY SERVICES
03.2015 - 09.2019
  • Assisted customers with troubleshooting steps for their ADT home security
  • Assisted customers with logging onto their online accounts, paying their bills, and upgrading security packages
  • Coached and developed team members and assisted team members with questions
  • Operated and monitored fire alarm and security CCTV systems to maintain building safety.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
  • Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.

Emergency Dispatch Operator

NOVOONE
03.2013 - 03.2015
  • Assisted customers with issues with rental vehicles (broken down, mechanical issues) and confirmed that they were safe and their location so that assistance could be provided
  • Contacted service providers to provide emergency assistance after determining where customers were located and services needed
  • Followed up with service providers to ensure that the rented vehicle was returned and/or alternate vehicle provided and received
  • Supported public safety initiatives by diligently monitoring multiple channels for potential emergencies and promptly taking action.

Education

High School Diploma -

.

Skills

  • Data entry and typing
  • Documentation Research
  • Accident Investigations
  • Policy Knowledge
  • Loan Documentation
  • Application Processing
  • Claims Evaluations
  • Consumer Banking
  • Financial Processes Understanding
  • Microsoft Office Expertise (All
    Programs)
  • Troubleshooting and Assistance
  • Quality control

Accomplishments

  • Awards of Recognition
  • 3 Management Promotions
  • Team Leadership
  • Revenue Generation

Certification

All Lines Insurance Adjusters License, Texas, Alabama, North Carolina, South Carolina, Mississippi, West Virginia, Florida, Georgia, Louisiana, Michigan, 07/2023, 03/2025

Languages

English
Native or Bilingual

Timeline

Quality Control Inspector

Pilot Catastrophe
02.2022 - Current

Reinstatements and Insurance Associate

SANTANDER
04.2020 - 02.2022

Credit Card Specialist and Fraud Specialist – Contract (Apple Credit Card)

GENPACT
09.2019 - 04.2020

Technical Support Manager / Emergency Dispatch

ADT SECURITY SERVICES
03.2015 - 09.2019

Emergency Dispatch Operator

NOVOONE
03.2013 - 03.2015

High School Diploma -

.

Similar Profiles

CREATE PROFILE
BRISHAE JONES