Jessica Hughes
Middleville,MI
Summary
Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.
Overview
19
19
years of professional experience
Work History
GR Total Loss Recreational Product Claims
Farmers Insurance Company, GR
01.2021 - Current
- Worked with Supervisor to start up the total loss department for Recreational products
- Organized, planned and documented materials for Total loss claims
- Handle Total loss claims for Multiple lines of Recreational products from start to finish
- Evaluated Values of the unit
- Wrote up settlement offers with taxes and fees for state requirements (Release and Owner retain )
- Communicated effectively and professionally with insureds, claimants, attorneys, and other customers in investigation
- Communicate with customer in regards to correct documentation needed to process salvage paperwork within there state guidelines
- Work with customers to get their vehicle moved to salvage yard
- Process settlement with customer digitally
- Worked Mini CAT when needed
- Trained other claims staff members on proper handling and evaluation of total loss claims
- Organized, planned and documented materials for [Type] claims
GR Recreational Product Claims
Farmers Insurance Company, GR Recreational
08.2019 - 01.2021
- Sufficiently manage diary and stay current during high volume periods
- Produce quality claim outcome by having thorough first contacts, detailed coverage decision and support all payments
- Working with contractors and customers to come to agreed upon price to complete repair of damage property
- Worked with multiple lines of coverage with in policy
- Been active member of Engagement team to create positive work environment and increase office engagement
- Been active member of Rewards and Recreational team to make sure employee are rewarded for there hard work.
GR Inside Property Claims
Farmers Insurance Company, GR
11.2015 - 08.2019
- Sufficiently manage diary and stay current during high volume periods
- Answered phone calls off of emergency hotline for people with immediate needs
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss
- Produce quality claim outcome by having thorough first contacts, detailed coverage decision and support all payments
- Working with contractor and customer to come to agreed upon price to complete repair of damage property
- Work with Mitigation company
- Active member of Change management team, which includes identifying ways to manage and effectively communicate change to peers
- Been active member of Engagement team to create positive work environment and increase office engagement
- Yearly new hire mentor to new employee into department.
- Prepared sketch of floor plan and roof line and entered data into xactimate to develop line-by-line item costs of damages
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss
Customer Service Advocate
Farmers Insurance Company, 21st Century Service Center
10.2011 - 11.2015
- Maintained policies by changing addresses and adding/deleting vehicles from policies
- Dealt directly with customers, resolving their policies questions and requests
- Verified and explained billing and coverage for multiple policies
- Processed payments so that policies could remain in force
- Quoted policy changes such as additional vehicles or additional coverage.
Corporate Imaging
Farmers Insurance Company
03.2005 - 10.2011
Quality Assurance Clerk
01.2007 - 01.2011
- Verified accuracy of data entry into multiple electronic document storage programs
- Verified accuracy of paper documents processed by document handlers
- Reviewed scanned images for clarity and quality
- Mentored CIS staff members to improve production and accuracy
- Submitted weekly and month end quality based reports to supervisors
- Located lost and/or missing documents (physical and electronic documents)
- Assisted internal customers with their inquiries regarding physical and electronic documents.
Document Expeditor
Exception Processing
01.2005 - 01.2007
- Researched for identification number for unidentified documents that are received in CIS department., )
- Processed inbound paper mail for conversion to electronic format
- Completed data entry for inbound mail, faxes, and emails
- Operated high speed and flatbed scanners.
Education
Bachelors of Business Management - Minor in Marketing
Baker College
Flint, MI2008
Associates of Arts - undefined
Kellogg Community College
Hastings, MI2004
Thornapple Kellogg High School
Middleville, MI2000
Skills
- Organized, effective time, diary management
- Strong communication skills (great at de-esclations)
- Dependable team-player and trusted adviser
- Follow through from start to finish to make sure customers are taken care of correctly
- Experience working with Mitigation Companies and ALE Solution
- Experience with following programs: Heart, Guidewire, Xactimate, Duncan, Xactcontents, Claim Experience – Live call, Zip Whip, Hi marly, Jabber
- Regulatory Compliance
Accomplishments
- Completed Clear and Concise Writing Workshop, BISCYS,a Communications workshops, and INS 21.
Additional Information
- Awarded “MVP Peer Award” for efforts in engaging GR inside Property Claims. Obtained 3 “Excellence in Claims”, a prestigious award in the Farmers Claims Organization. Acquired both Michigan Personnel Lines License along with Property Adjuster License.
Timeline
GR Total Loss Recreational Product Claims
Farmers Insurance Company, GR
01.2021 - Current
GR Recreational Product Claims
Farmers Insurance Company, GR Recreational
08.2019 - 01.2021
GR Inside Property Claims
Farmers Insurance Company, GR
11.2015 - 08.2019
Customer Service Advocate
Farmers Insurance Company, 21st Century Service Center
10.2011 - 11.2015
Quality Assurance Clerk
01.2007 - 01.2011
Corporate Imaging
Farmers Insurance Company
03.2005 - 10.2011
Document Expeditor
Exception Processing
01.2005 - 01.2007
Bachelors of Business Management - Minor in Marketing
Baker College
Associates of Arts - undefined
Kellogg Community College
Thornapple Kellogg High School
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