Jenny Burkins
Elkton,MD
Summary
Professional with significant experience in claims analysis and strong track record in team collaboration and achieving results. Skilled in risk assessment, claims processing, and regulatory compliance. Known for adaptability, problem-solving abilities, and clear communication. Prepared to contribute effectively to complex projects and support organizational goals.
Overview
9
9
years of professional experience
Work History
Senior Analyst, Check and Digital Fraud
Bank of America
Newark, De
12.2022 - Current
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
Automotive Service Writer
Boss Truck Shop
Elkton, MD
05.2025 - 06.2026
- Managed customer inquiries and service requests, ensuring clear communication and understanding of automotive needs.
- Coordinated repair orders with technicians, optimizing workflow and minimizing service delays.
- Developed detailed estimates for services, enhancing transparency and customer trust in pricing.
- Oversaw service documentation, maintaining accuracy and compliance with industry standards.
- Answered service department phone and responded promptly to questions and messages.
- Utilized dealership software systems proficiently for scheduling, billing, documentation and reporting purposes.
- Greeted and registered customers requiring service and directed automobiles to service garage.
- Resolved client concerns promptly, demonstrating commitment to customer satisfaction and preserving brand reputation.
Senior Fraud Analyst
Bank of America
Newark, DE
10.2021 - 12.2022
- Maintained compliance with industry regulations by staying current on updates and implementing necessary changes to policies and procedures.
- Provided exceptional customer service, consistently exceeding expectations and receiving positive feedback from clients.
- Educated clients on financial topics and best practices.
- Contributed to policy development efforts, incorporating industry best practices into organizational procedures for combating financial crime.
- Conducted comprehensive fraud risk assessments, identifying potential vulnerabilities and recommending appropriate mitigation measures.
Office Supervisor
Acme Fresh Market
Newark, DE
06.2021 - 02.2023
- Maintained a clean, organized, and professional office environment to support maximum productivity.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Call Center Representative
Bank of America
Newark, DE
03.2017 - 10.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Top performer of the year.
- Top performer of the quarter.
Education
High School Diploma -
Elkton High School
Elkton, MD10-2005
Skills
- Time management
- Valid Driver's license
- Customer service
- Clean driving record
- Claims processing efficiency
- Strong negotiation skills
- Critical thinking
- Professionalism and integrity
- Strategic Decision-making
- Fraud detection techniques
- Regulatory compliance awareness
- Claims analysis expertise
- Team leadership experience
- Claims review
- Claims analysis
- Skilled in [software]
- Proficient in [software]
Timeline
Automotive Service Writer
Boss Truck Shop
05.2025 - 06.2026
Senior Analyst, Check and Digital Fraud
Bank of America
12.2022 - Current
Senior Fraud Analyst
Bank of America
10.2021 - 12.2022
Office Supervisor
Acme Fresh Market
06.2021 - 02.2023
Call Center Representative
Bank of America
03.2017 - 10.2021
High School Diploma -
Elkton High School