Jennifer Fernandez

• Processed a high volume of claims efficiently while maintaining quality standards.
• Evaluated policy coverage for each claim to ensure compliance with insurance regulations.
• Interviewed insureds, claimants, and witnesses to gather information about the incident.
• Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
• Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.

• Deliver fast, friendly and knowledgeable service for routine questions and service complaints.
• Educate customers on special pricing opportunities and company offerings.
• Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Perform needs analysis and presented options based on findings to help customers make decisions.
• Cross-sell policies and penetrate household to increase retention.
• Explain claims process and procedures to customers.

• Offered policy guidance and management to promote asset protection.
• Communicated with clients by phone and email to answer questions and offer services.
• Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
• Created successful strategies to develop and expand customer sales.
• Presented products and services to prospective and existing customers to meet client needs.

• Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Taught co-workers to follow implemented safeguards and established direct lines of communication for accountability and compliance.
• Coordinated office activities and operations to secure efficiency and compliance with company policies.
• Completed daily cash balancing and book keeping.
• Met or exceeded sales goals by promoting bank products and services in customer interactions.

E-Service Team Leader 2018 - 2019

• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
• Conducted research and reviewed findings to solve customer issues.
• Monitored phone calls to provide feedback and coaching.
• Leveraged telephony, email and chat technologies to resolve end-user inquiries.
• Awarded Employee of the Year in 2009, 2013, and 2017

Claims Specialist 2015 - 2017

• Acted as intermediary between insurance companies and customers by researching and assessing information to determine claim validity.
• Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle.
• Communicated with other departments to establish action plans and manage open claims to closure.

Bank Specialist 2014-2017

• Interviewed applicants to identify needs and evaluate eligibility for vehicle loans or other financial products through State Farm Bank.
• Prepared and submitted loan applications to underwriters.
• Collaborated with company teams to expedite loan approval processes.

Customer Service Representative 2007-2015

• Answered inbound calls, chats and emails to facilitate customer service.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Developed strong relationships with customers by providing personalized assistance and support.