Dorothy Jackson
Los Angeles,STATE_US
Summary
Dynamic manager with a proven track record at Kaiser Permanente, enhancing operational efficiency and customer satisfaction. Skilled in performance management and conflict resolution, I successfully implemented strategic initiatives that improved patient care delivery and boosted employee morale, achieving departmental goals through effective team leadership and relationship building.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
48
48
years of professional experience
1
1
Certification
Work History
Manager
Kaiser Permanente
Los Angeles
11.1996 - 01.2024
- Led cross-functional teams to enhance operational efficiency and service quality.
- Developed and implemented strategic initiatives to improve patient care delivery and satisfaction.
- Mentored staff in best practices, fostering professional development and team collaboration.
- Analyzed performance metrics to identify areas for process improvement and cost reduction.
- Coordinated resource allocation to optimize workflow and meet organizational goals effectively.
- Initiated training programs focused on compliance, safety standards, and operational excellence.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Claims Adjuster/Supervisor
Boeing
Seal Beach, CA
03.1986 - 10.1996
- Evaluated insurance claims to determine validity and assess damages.
- Collaborated with clients to gather necessary documentation for claim processing.
- Utilized claims management software to track and manage case progress efficiently.
- Conducted thorough investigations to resolve complex claim disputes effectively.
- Mentored junior adjusters on best practices for claims assessment and resolution.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Attended industry conferences and workshops to stay current on trends and developments within the field of claims adjusting.
- Managed catastrophic loss events effectively by coordinating rapid response efforts and providing support to impacted policyholders.
Claims Adjuster/Supervisor
Ralphs Grocery
Compton, CA
06.1976 - 12.1986
- Implemented process improvements that enhanced accuracy in claims processing workflows.
- Led cross-functional teams to streamline communication between underwriting and claims departments.
- Developed training materials focused on compliance standards for new staff onboarding.
- Examined claims forms and other records to determine insurance coverage.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Identified potential fraud indicators early in the investigation process, protecting company assets from potential losses due to fraudulent activity.
Education
High School Diploma -
Crenshaw High School
Los Angeles, CANo Degree - Business
Los Angeles Trade Technical College
Los Angeles, CASkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Task delegation
- Relationship building
- Cross-functional teamwork
- Performance management
- Staff development
- Shift scheduling
- Conflict resolution
- Expectation setting
- Clear communication
- Employee onboarding
Certification
- Licensed [Job Title] - [Timeframe]
Worker's Compensation administration certificate
Timeline
Manager
Kaiser Permanente
11.1996 - 01.2024
Claims Adjuster/Supervisor
Boeing
03.1986 - 10.1996
Claims Adjuster/Supervisor
Ralphs Grocery
06.1976 - 12.1986
High School Diploma -
Crenshaw High School
No Degree - Business
Los Angeles Trade Technical College