Jacquelynn Morris
Miami,FL
Summary
Dynamic and results-oriented professional with over 25 years of expertise in customer service and leadership. Recognized for exceptional planning and problem-solving skills, adept at adapting to change and working independently to consistently exceed expectations. Proven ability to prioritize multiple tasks effectively while meeting tight deadlines without compromising quality, all while maintaining a calm and composed demeanor. Committed to fostering positive relationships and driving team success through effective communication and strategic thinking.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Platinum Dispute and Fraud
American Express
Sunrise, FL
01.2025 - 03.2026
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrate proficient skills analyzing and processing over 50 plus fraud and dispute cases daily.
- Strong written and communication skills to be able to converse effectively and naturally.
Fraud Specialist
Assurant
Miami, FL
06.2019 - 04.2024
- Resolve mor than 60 complex issues and refer critical claims when necessary. Manage high-risk claims within a timely manner to maintain state compliance.
- Maintained an up-to-date knowledge of relevant laws, regulations, industry practices, and best practices relating to fraud prevention.
- Research and respond to inquiries from internal/external clients; document claim files as necessary to ensure accurate and timely communication with the end customers.
- Recognize consistent problem areas and report the high level of action.
- Identifies risk, and fraud, in compliance issues, and collaborates through implementing tools and processes to mitigate risk.
- Reviewed accounts, documents, and electronic records to detect suspicious activities. Which includes documenting investigative findings in reports.
- Connected patterns for underlying account associations to discover undetected fraud. while Identified areas for improvement in existing processes related to fraud prevention.
- Analyzed peer coaching sessions and dispute escalation processes, collaborating with associates to identify and address areas for improvement.
Customer Service Rep IV (Team Lead)
Assurant
Miami, FL
11.2015 - 06.2019
- Assist with service levels to meet 100% of daily client goals.
- Build and maintain interpersonal contacts and support groups with other supporting departments (cWorks, payables, EBS, DPS, Triage, etc.) by send and receive internal emails to the proper department in order to update and maintain field claims.
- Resolve questions for complex claim issues for 200 agents while de-escalating escalated issues, complaints, and claims.
- Mentor new agents to address complex issues, assist with training, coaching, and feedback.
- Maintain accurate records of interactions with agents and customer escalations.
- Take part in team/morale-building exercises with the assigned team.
- Work with supervisors and interdepartmentally to improve service and implement new processes.
- Update job knowledge by participating in training classes and self-improvement programs, when available.
- Conduct additional duties as needed.
Customer Service Rep I
Assurant
Miami, FL
05.2014 - 10.2015
- Assist with the processing 50 or more claims per day for coverage.
- Provide customers with accurate information and address concerns related to coverage and procedures.
- Send and receive internal emails to update and maintain customer’s claims with the correct information.
- Resolve escalated issues calmly and courteously, while maintaining accurate records of interactions and changes made to claims.
- Work with supervisor and other departments on projects to improve the quality of service.
- Update job knowledge by participating in team training and self-improvement programs available.
Education
B.S - Business Administration
University of Phoenix
Phoenix, AZ07.2027
Skills
- Proficient in Microsoft Office
- Activity Monitoring
- Telephone and Email Etiquette
- Effective Communication
- Fraud and Anomaly Analysis
- Fraud Patterns
- Risk Level Determination
- Trend Analysis
- Coaching
- Performance Improvement
- Documentation and Reporting
- Quality Improvement
- People Management
- Work Planning and Prioritization
- Analytical Thinking
- Attention to Detail
Certification
Accredited claims adjuster (all lines adjuster) ACA - July 2019
Timeline
Platinum Dispute and Fraud
American Express
01.2025 - 03.2026
Fraud Specialist
Assurant
06.2019 - 04.2024
Customer Service Rep IV (Team Lead)
Assurant
11.2015 - 06.2019
Customer Service Rep I
Assurant
05.2014 - 10.2015
B.S - Business Administration
University of Phoenix