DEVON TUBBEN
East Lansing,MI
Summary
Customer-focused and highly adaptable professional with extensive experience in operations, claims management, and customer service. Proven ability to manage high-volume tasks efficiently while ensuring compliance with company standards and regulatory requirements. Skilled in resolving complex issues, maintaining detailed documentation, and collaborating effectively with teams to achieve organizational goals.
Overview
9
9
years of professional experience
Work History
Operations Associate
Jackson National
03.2023 - Current
- Processed high-volume transactions using documented procedures and multiple software applications in a fast-paced, image-based environment.
- Identified and escalated transaction-related issues, ensuring prompt resolution.
- Communicated with internal teams, external customers, and agents to address outstanding requirements and provide transaction updates.
- Documented transaction statuses and maintained accurate records of contacts and interactions.
- Managed inbound and outbound calls to address customer needs and ensure timely case handling.
- Consistently met departmental production and quality standards, including metrics for case handling, effective date adjustments, and compliance with verification protocols.
- Supported additional duties and projects assigned by management to enhance operational efficiency.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
Strategic Support Associate
Jackson National Life
06.2022 - 03.2023
- Performed data entry and reviewed beneficiary change forms to ensure accuracy and compliance with company policies.
- Assisted managers with special projects, including researching policy owner information using Accurint.
- Maintained a high level of attention to detail and organizational skills while supporting business operations in a fast-paced environment.
Claim Intern
CCMSI - CCMSI-U
05.2019 - 09.2019
- Managed medical-only workers' compensation claims in compliance with company standards and applicable laws.
- Established and recommended reserves under supervision, ensuring accurate financial planning.
- Approved and negotiated medical invoices while monitoring ongoing treatment for appropriate care.
- Reviewed and summarized medical records and correspondence, maintaining detailed claim logs.
- Investigated and resolved complex Medical Set-Aside claims, negotiating settlements to achieve equitable outcomes for all parties.
- Interpreted policy coverage and assessed liability for Total and Partial Disabilities, both temporary and permanent.
- Collaborated effectively with teams to optimize reserve setting and schedule loss adjustments.
- Consistently exceeded performance metrics by delivering prompt and professional customer service.
- Demonstrated strong analytical skills to gather incident details through client and third-party interviews, ensuring accurate claim resolution.
Customer Service Representative
Two Men and a Truck International
05.2017 - 08.2017
- Delivered exceptional customer service through calls and online inquiries, resolving issues efficiently and ensuring a positive customer experience.
- Assisted customers with price estimates and recommended moving services and products based on cost, availability, and individual needs.
- Input customer information into proprietary software to generate accurate moving estimates, schedule moves, and prepare related documents.
- Supported the Operations Manager with office tasks and effectively managed high-stress situations while maintaining professionalism under pressure.
Mover
Two Men and a Truck International
05.2016 - 08.2016
- Delivered exceptional customer service by safely packing, moving, and unpacking belongings with care and efficiency.
- Communicated professionally with customers, conducted walk-throughs, and assisted with truck inspections and paperwork to ensure smooth operations.
- Collaborated with team members and drivers to develop efficient strategies for timely moves and accurate payment collection.
Education
Bachelor of Science - Advertising Management
Michigan State University
East Lansing, MI08.2020
Software Engineer Program -
Flatiron School
Online09.2021
Skills
- Data Management
- Verbal and written communication
- Multitasking
- Problem Solving
- Team Development
- Time Management
- Excel
- Customer service
Timeline
Operations Associate
Jackson National
03.2023 - Current
Strategic Support Associate
Jackson National Life
06.2022 - 03.2023
Claim Intern
CCMSI - CCMSI-U
05.2019 - 09.2019
Customer Service Representative
Two Men and a Truck International
05.2017 - 08.2017
Mover
Two Men and a Truck International
05.2016 - 08.2016
Bachelor of Science - Advertising Management
Michigan State University
Software Engineer Program -
Flatiron School
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