Summary
Overview
Work History
Skills
Awards
Education
SYSTEMS
Timeline
Generic

Jennifer Choi

Elizabeth,CO

Summary

Professional in customer service and coordinator roles bringing valuable experience in resource management. Highly focused on teamwork with adaptability to changing needs. Proficient in communication and problem-solving. Knowledge of resource allocation and scheduling techniques to streamline operations.



Overview

25
25
years of professional experience

Work History

Auto Claims Dispatch Coordinator

Travelers
08.2024 - Current
  • Manage appraiser schedules with daily workloads to balance assignments or shift resources for optimal productivity
  • Monitor workload progress and communicate with territory staff
  • Respond to claim inquiries via phone and email ques
  • Accurately input information into claims
  • Audit all cost documentation and submit invoices for payment processing
  • Run reports as needed
  • Provide superior customer service to internal and external customers

PNW-RM Regional Claims Processor

Trane Technologies
11.2022 - 03.2024
  • Run WIP reporting to identify work in scope for deadlines of 4 offices
  • Verify active warranty information, work performed and cost allocations for claims entry
  • Process labor warranty claims or concessions
  • Lead weekly Claims calls for each region to address issues that may prevent first past yield
  • Support claims process improvement efforts by identifying trends to address in monthly claims call held by Quality Systems leader

CAT-Customer Advocacy Coach

T-Mobile
01.2020 - 09.2022
  • Lead team of 12 agents responsible for the empathetic handling of deceased or health condition claims
  • Manage traffic volume from various channels such as phone que, faxes, back-office case que, mail and internal escalations to ensure SLA's were met
  • Contain escalations sent to department through dispute resolution
  • Collaborate with Project Support to publish team methods and procedures
  • Consult with Reporting to establish KPI metrics to capture all agent work
  • Perform agent audits 4 per agent, per month for quality assurance
  • Document One on One rep coaching and training sessions
  • Interview potential employees, onboard agents and provide coaching
  • Provide real time updates to leadership

Enterprise & Government A/R Specialist

Nextel-Sprint
05.2000 - 12.2019
  • Resolve outstanding A/R balances from assigned portfolio containing federal, state, corporate, education and B2B customers
  • Average 40-50 que calls daily to process ACH/credit card payments, set up payment arrangements, log disputes or perform account reconciliations with CPNI adherence
  • Assist Cash department with location of lost Treasury payments
  • Load purchase orders into the POTS tracking system
  • Set up new vendor registrations for sales
  • File bankruptcy claims
  • Additional projects included, High Toll, 1st payment defaults, updating M&P training documents

Skills

  • Teamwork and collaboration
  • Workload management
  • Multitasking
  • Active listening
  • Service coordination
  • Customer service
  • Communication management

Awards

Top CAT 2022

T-Mobile

Crown Perks 2018

Sprint

Pinnacle Perks 2015


Education

High School

CERTIFICATES: Marketing & Hospitality, Lean 6 Sigma-White Belt, G Suite & Business Writing, FCRA


SYSTEMS

Genesys

Sharepoint

Microsoft office- Word, Excel, OneNote, Outlook & Windows

Claimsplatform

CCC

Maps

Copart

WMS

OBI

Trello

Xoi

Citrix

CSM

Timeline

Auto Claims Dispatch Coordinator

Travelers
08.2024 - Current

PNW-RM Regional Claims Processor

Trane Technologies
11.2022 - 03.2024

CAT-Customer Advocacy Coach

T-Mobile
01.2020 - 09.2022

Enterprise & Government A/R Specialist

Nextel-Sprint
05.2000 - 12.2019

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