Jennifer Jones, MBA
8189 Kettle Drum St. Colorado Springs ,CO
Summary
Motivated Professional with over 18 years of expertise in claims management, recognized for enhancing claim resolution efficiency through strategic negotiation and comprehensive investigation strategies. Proven expertise in regulatory compliance and stakeholder engagement, achieving a remarkable 98% customer satisfaction rating while fostering strong partnerships and delivering empathetic support.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Non-Standard Auto Claim Adjuster II
Sentry
Colorado Springs, CO
06.2022 - 09.2024
- Managed a high volume of complex, non-standard auto claims, which included coverage analysis, thorough investigations to determine liability, setting appropriate indemnity and expense reserves, and evaluating damages.
- Reviewed and applied state laws and regulations to ensure compliance in claim handling.
- Led strategic negotiations for high-risk claim settlements, implementing systematic evaluation protocols that enhanced accuracy and stakeholder satisfaction.
- Fostered key partnerships with internal and external stakeholders through effective communication, enhancing claim resolution efficiency, and customer experience.
- Conduct in-depth investigations of potentially fraudulent claims, utilizing advanced analytics, surveillance, and expert consultations to protect company assets, ensure regulatory compliance, and enhance fraud detection mechanisms.
Bodily Injury Adjuster
United Services Automobile Association (USAA)
Colorado Springs, CO
01.2006 - 10.2021
- Managed the summer intern program, providing mentorship, training, and support to interns, resulting in a 95% intern retention rate for the duration of the program.
- Conducted thorough accident investigations, analyzed medical records, and coordinated with healthcare providers to determine appropriate claim settlements, ensuring regulatory compliance and legal standards.
- Maintained accurate claim files and documentation to support case resolution.
- Resolved high-value insurance disputes through strategic negotiation, reducing litigation rates while maintaining customer satisfaction and company standards.
- Guided clients through claim processes, provided clear explanations of coverage terms, and ensured timely resolution while maintaining an empathetic approach.
Associate Claim Adjuster
United Services Automobile Association (USAA)
Colorado Springs, CO
01.2006 - 03.2015
- Collaborated with executives to implement the WFH initiative, boosting operational efficiency.
- Managed over 400 customer calls monthly, established contact with insureds, claimants, attorneys, witnesses, and experts in order to obtain information necessary for the proper evaluation of claims.
- Analyzed police reports, photographs, bills, invoices, and other documents related to the claim.
- Provided empathetic support while negotiating settlements with insured individuals, claimants, or their representatives in an effort to resolve claims quickly and amicably.
FORENSIC ACCOUNTING INTERN
Robert D. Johnson, CPA, P.C
Colorado Springs, CO
03.2009 - 09.2009
- Conducted a detailed financial record analysis using specialized software to identify irregularities, supporting senior accountants in fraud detection initiatives on case development.
- Documented and maintained comprehensive investigation findings, ensuring meticulous organization of evidence for legal proceedings, and compliance requirements.
- Strengthened case documentation through thorough financial analysis and pattern identification, supporting successful legal proceedings.
SENIOR SALES ASSOCIATE AND OFFICE ASSISTANT
Furniture Rentals and Sales Inc.
Colorado Springs, CO
01.1990 - 12.2005
- Boosted sales and client relations, driving significant revenue growth, and market expansion.
- Crafted marketing strategies, enhancing market presence, and generating measurable results.
- Optimized operations and inventory, improving efficiency, and client retention.
- Guided junior staff, ensuring service consistency, and accurate transaction records.
- Led projects to identify opportunities, strengthening market presence, and client satisfaction.
TUTOR FOR ALL SUBJECTS
Trail Blazer Elementary
Colorado Springs, CO
09.2004 - 12.2004
- Created a positive learning environment tailored to different learning preferences that was conducive to student success.
- Recorded extensive student progress data, upholding a secure learning atmosphere.
ORAL SURGERY ASSISTANT
Affiliates in Oral and Maxillofacial Surgery
Colorado Springs, CO
01.2003 - 05.2003
- Streamlined clinical workflow through efficient scheduling, inventory management, and the implementation of digital record-keeping and billing systems.
- Facilitated seamless oral surgery procedures by preparing instruments, assisting surgeons, and providing compassionate post-operative patient support.
- Enhanced patient satisfaction through clear communication, detailed procedure explanations, and attentive follow-up care.
CARDIOVASCULAR ASSISTANT
Memorial Hospital
Colorado Springs, CO
02.1995 - 01.2001
- Assisted in the preparation of patients for cardiovascular procedures.
- Streamlined cardiovascular care workflow through integrated scheduling, reducing patient wait times.
- Enhanced treatment efficiency, boosting overall patient experience.
- Transcribed medical dictation from physicians, including patient histories, physical examinations and discharge summaries.
Education
Master of Business Administration - Accounting
Colorado Technical University
Colorado Springs, COBachelors of Arts - Psychology
University of Colorado Colorado Springs
Colorado Springs, COAssociate of Art -
Pikes Peak Community College
Colorado Springs, COSkills
- Coverage analysis
- Claim evaluation
- Fraud detection
- Regulatory compliance
- Negotiation strategies
- Communication skills
- Customer service
- Claims investigation
- Damage assessment
- Insurance regulations
- Verbal and written communication
- Insurance policy coverage expertise
- Attention to detail
- Critical thinking
- Documentation management
- Conflict resolution
- Financial analysis
- Stakeholder engagement
- Time management
- Team collaboration
Affiliations
- Internal Auditors Colorado Springs Chapter
- Association of Certified Fraud Examiners
Certification
- Certified Fraud Examiner (CFE) Certification, In Progress, Association of Certified Fraud Examiners, Expected completion date 06/01/25
- Medical Transcription
Volunteer Experience
- Care and Share - Organized and sorted food for distribution to community members in need.
- Children’s Cancer Research Fund - Fundraiser for dedicated events, enhancing community awareness, and support.
- Colorado Springs Sock Brigade - Served as a volunteer coordinator, organizing distribution events, and managing donor relations.
- American Heart Association - Engaged in donor relations and community involvement initiatives. Assisted with special events to promote heart health awareness.
References
References available upon request.
Timeline
Non-Standard Auto Claim Adjuster II
Sentry
06.2022 - 09.2024
FORENSIC ACCOUNTING INTERN
Robert D. Johnson, CPA, P.C
03.2009 - 09.2009
Bodily Injury Adjuster
United Services Automobile Association (USAA)
01.2006 - 10.2021
Associate Claim Adjuster
United Services Automobile Association (USAA)
01.2006 - 03.2015
TUTOR FOR ALL SUBJECTS
Trail Blazer Elementary
09.2004 - 12.2004
ORAL SURGERY ASSISTANT
Affiliates in Oral and Maxillofacial Surgery
01.2003 - 05.2003
CARDIOVASCULAR ASSISTANT
Memorial Hospital
02.1995 - 01.2001
SENIOR SALES ASSOCIATE AND OFFICE ASSISTANT
Furniture Rentals and Sales Inc.
01.1990 - 12.2005
Master of Business Administration - Accounting
Colorado Technical University
Bachelors of Arts - Psychology
University of Colorado Colorado Springs
Associate of Art -
Pikes Peak Community College
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