Jazzmaine Jones
Marrero,LA
Summary
Dedicated, self -motivated individual with 4 years of supervisory experience and 16 years in the customer service industry seeking to utilize my interpersonal, management, supervisory, and administrative skills to contribute to the growth of a company. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Writer, Regulatory Complaints
Asurion Insurance Services
Nashville, TN
04.2021 - 03.2022
- Analyzed issues and identified potential resolution for customers while working with Director to execute on resolution.
- Worked with stakeholders to assist in creating and revising customer complaint monitoring, training and policies and procedures.
- Strong writing skills and the ability to draft written responses that are clear, accurate, persuasive, and responsive to complainant or agency's request.
- Proven track record of establishing and meeting SLAs (deadlines) in high volume work streams and was able to delegate writing assignments or projects to Jr. Writer/Researcher.
- Experienced in effectively interacting with regulatory agencies and consumers in escalated situations.
- Developed thorough understanding of Asurion's client programs, business processes, and key stakeholder relationships to advocate positions appropriately.
- Established strong collaborative relationships with external and internal stakeholders, and drove communication with client teams, underwriter teams and agency contacts.
- Demonstrated good analytical skills and judgment to evaluate factual and qualitative information in complicated or novel situations.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Met with Director regularly for coaching and feedback on writing or response format
- Accurately assessed and managed risk through knowledge of Asurion's business and relevant legal issues, including reconciling the implication of past precedent with current and future needs.
- Gained a working knowledge of Portable Electronics Insurance (PEI), service contract and ancillary product development that impact Asurion's business.
- Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
- Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
- Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
- Improved company policies and standards to outline ethical, safe and efficient procedures.
- Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
Compliance Coordinator
Asurion Insurance Services
Nashville, TN
02.2018 - 04.2021
- Analyzed issues and identified potential resolution for customer and work with Supervisor to execute on resolution.
- Worked with stakeholders to assist in creating and revising customer complaint monitoring, training and policies and procedures.
- Strong writing skills and the ability to draft written responses that are clear, accurate, persuasive, and responsive to the complainant or agency's request.
- Experienced in effectively interacting with regulatory agencies and consumers in escalated situations.
- Established strong collaborative relationships with external and internal stakeholders, and drove communication with client teams, underwriter teams and agency contacts.
- Demonstrated good analytical skills and judgment to evaluate factual and qualitative information in complicated or novel situations.
- Met with Supervisor regularly for coaching and feedback on writing or response format.
- Accurately assessed and managed risk through knowledge of Asurion's business and relevant legal issues, including reconciling the implication of past precedent with current and future needs.
- Gained a working knowledge of Portable Electronics Insurance (PEI), service contract and ancillary product development that impact Asurion's business.
- Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
- Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
- Improved company policies and standards to outline ethical, safe and efficient procedures.
- Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
Adjuster Supervisor
Asurion Insurance Services
Nashville, TN
02.2015 - 02.2018
- Built and developed a team that consistently meets or exceeds specific performance metrics.
- Spent the majority of my time with my team members conducting coaching sessions, giving call monitoring feedback, providing real time support and delivering performance evaluations.
- Conducted the required number of daily/weekly/monthly one-on-one call monitor and coaching sessions for each rep on the team.
- Managed performance of my team on a daily basis, enabled by reports received each day from the site-level reporting analyst
- Maintained subject matter expertise on all call-handling issues, processes and procedures for all supported clients
- Assisted WFM and HR Departments by reporting changes to employee availability due to terminations, absenteeism, identifying candidates for VTO and overtime
- Attended relevant site management team meetings
Licensed Claims Adjuster
Asurion Insurance Services
Kansas City, MO
12.2013 - 02.2015
- Respond to incoming calls and documents in reference to customers who have been subject to the replacement review process.
- Examined claims forms and other records to determine insurance coverage.
- Analyze affidavits and other required documents to ensure documents are legal, complete, and authentic
- Respond to and resolve escalated calls or questions from customers
- Selected by leadership to conduct formal pre-adjuster training with peers and follow up 1 on 1 coaching sessions
- Developed training curriculum for 1 on 1 training sessions
- Served as a Mentor and POC (point of contact) to assist with coaching associates to improve quality of service. All reps stats have improved significantly
Pre-Adjuster
Asurion Insurance Services
Kansas City, MO
11.2009 - 12.2013
- Respond to incoming calls and documents in reference to customers who have been subject to the replacement review process.
- Examined claims forms and other records to determine insurance coverage.
- Analyze affidavits and other required documents to ensure documents are legal, complete, and authentic
- Respond to and resolve escalated calls or questions from customers
- Selected by leadership to conduct formal pre-adjuster training with peers and follow up 1 on 1 coaching sessions
- Developed training curriculum for 1 on 1 training sessions
- Served as a Mentor and POC (point of contact) to assist with coaching associates to improve quality of service. All reps stats have improved significantly
Frontline Claims Specialist (Sprint and Verizon)
Asurion Insurance Services
Kansas City, MO
04.2008 - 11.2009
- Handled inbound calls from customers regarding wireless handset insurance claims
- Maintained quality, adherence, and AHT expectations while seeking new ways daily to improve customer service
Education
High School Diploma -
Central High School
Kansas City, MO05.2004
Skills
- Customer Data Confidentiality
- Customer Account Management
- Problem Anticipation and Resolution
- Issue and Complaint Resolution
- De-escalation Techniques
- Research and Interviews
- Relationship Building
- Adaptability and Flexibility
Certification
- Property & Casualty License
- Texas Adjuster License
Timeline
Senior Writer, Regulatory Complaints
Asurion Insurance Services
04.2021 - 03.2022
Compliance Coordinator
Asurion Insurance Services
02.2018 - 04.2021
Adjuster Supervisor
Asurion Insurance Services
02.2015 - 02.2018
Licensed Claims Adjuster
Asurion Insurance Services
12.2013 - 02.2015
Pre-Adjuster
Asurion Insurance Services
11.2009 - 12.2013
Frontline Claims Specialist (Sprint and Verizon)
Asurion Insurance Services
04.2008 - 11.2009
High School Diploma -
Central High School
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