JACKIE VELASQUEZ
North Richland Hills,TX
Summary
Professional with strong background in claims management, equipped with critical skills in conflict resolution, policy interpretation, and customer service. Adept at collaborating with team members to ensure seamless operations and achieving results. Reliable and adaptable, capable of meeting evolving organizational needs with focus on delivering high-quality outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Claims Service Representative
AAA Texas
08.2022 - 03.2025
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Actively contributed ideas during team meetings aimed at enhancing overall department efficiency and effectiveness.
- Demonstrated strong negotiation skills in settling disputes between insured parties and third-party claimants fairly while protecting company interests.
- Continuously updated skills through professional development training opportunities, leading to improved job performance.
- Served as liaison between clients, adjusters, and other parties involved in the claims process to facilitate effective communication and timely resolutions.
- Achieved positive results under pressure by successfully managing large workloads during peak seasons without sacrificing quality or attention to detail.
Administrative Assistant
AAA Texas
07.2017 - 07.2022
- Provide high level administrative and secretarial support to all level of management within the Subrogation department ,employees and executive leaders across the organization
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Manage logistics and execution of new teams in newly acquired states
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Contributed to policy updates, researching regulations to ensure company compliance.
- Set up classroom and Training for Adjusters license for existing and new reps within entire AAA footprint
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
AUTO/HOME/RUSH
AAA Texas
01.2010 - 08.2017
- Work efficiently and in timely manner to keep call flow balance
- Used critical thinking to break down problems, evaluate solutions and make decisions to de-escalate complaint calls
- Provide legendary customer service and show empathy regardless of insureds situation
- Enforce leader mentality to make decisions following policy guidelines when supervisor unavailable
- Monitor daily updates on membership benefits that better suit insureds, follow up with insureds, supervisors and underwriters to expedite amendments
Senior Teller
Bank of America
06.2008 - 04.2010
- Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold credit cards, loans and other bank products.
- Streamlined daily operations for improved efficiency by implementing new teller procedures and training junior staff members.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
Education
High School -
North Side High School
Ft. Worth, TXBasics
TCC Northwest Campus
Ft. Worth, TXSkills
- Professionalism and integrity
- Exceptional communication
- Strong negotiation
- Claim investigation
- Payroll and budgeting
- Confidential document control
- Office administration
Accomplishments
- Bank of America : Supervised team of 8 staff members.
- AAA Texas: 2012 100% Sterling Survey Results
- AAA Texas -Subrogation (Admin): Be Legendary Award
- AAA Texas -Subrogation (CSR) Top Ratio/Recovery Agent 2022
Certification
Tx All Lines Adjusters License
Languages
Spanish
Full Professional
Timeline
Claims Service Representative
AAA Texas
08.2022 - 03.2025
Administrative Assistant
AAA Texas
07.2017 - 07.2022
AUTO/HOME/RUSH
AAA Texas
01.2010 - 08.2017
Senior Teller
Bank of America
06.2008 - 04.2010
Basics
TCC Northwest Campus
High School -
North Side High School
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