Jessica Rosario
Lakeland,FL
Overview
8
8
years of professional experience
Work History
Personal Injury Protection Adjuster
Geico
Lakeland, FL
03.2022 - 08.2024
- Expedited claim processing by promptly obtaining necessary documentation such as medical records, police reports, and witness statements.
- Negotiated settlement agreements effectively to achieve fair resolutions for both policyholders and the company.
- Collaborated cross-functionally with internal departments like actuarial services to provide data-driven insights that informed strategic decision-making processes within the company.
- Consistently met or exceeded performance metrics in areas such as cycle time reduction, loss ratio improvement, and customer satisfaction ratings.
- Safeguarded the company''s financial interests by ensuring accurate and timely subrogation recovery efforts.
- Maintained compliance by staying updated on industry changes, attending training sessions, and applying knowledge to daily work activities.
- Contributed to team success by maintaining a positive attitude, actively participating in meetings, and providing constructive feedback to peers on their work performance.
- Reduced fraudulent claim payouts by diligently identifying potential fraud indicators and collaborating with the Special Investigation Unit.
- Improved interdepartmental communication through consistent collaboration with underwriters, agents, and other stakeholders in the claims process.
- Upheld a strong commitment to ethical practices in all aspects of claims handling, fostering trust and credibility with policyholders and colleagues alike.
- Cultivated positive relationships with policyholders through proactive communication regarding claim status updates and anticipated timelines for resolution.
- Increased customer satisfaction with timely and accurate claim settlements, adhering to company guidelines and state regulations.
- Managed a diverse caseload of personal injury protection claims while maintaining organization and prioritization skills for optimal productivity.
- Demonstrated strong attention to detail while reviewing policy coverage information, ensuring accurate application of benefits according to contractual provisions.
- Provided superior customer service during high-stress situations by empathetically addressing concerns and resolving issues quickly.
- Examined claims forms and other records to determine insurance coverage.
- Answered customer questions regarding deductibles.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Documented information gathered in field and uploaded data to company database for efficient processing using Software.
Telephone Customer Service Representative
Geico
Lakeland, FL
06.2021 - 03.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained a pending diary, handled, and resolved my own files.
- Secured recorded statements, police reports, and reviewed maps to review the accident scene to determine if there is comparative negligence or if one of either parties was fully negligent.
- Investigate coverage to determine if the policy was active on the date of loss.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Contributed to team success by assisting colleagues in handling complex or escalated calls as needed.
- Consistently met or exceeded quality assurance standards through attention to detail when documenting call notes or updating account information.
- Maintained comprehensive knowledge of products and services, ensuring accurate information delivery to customers.
- Established long-lasting customer relationships through exceptional service and proactive communication.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Provided constructive feedback during team meetings, contributing ideas for process improvements that result in increased efficiency within the department.
- Navigated multiple software systems simultaneously, allowing for efficient call management and accurate recordkeeping.
- Reduced callback frequency by thoroughly addressing all customer concerns during initial interactions.
- Developed rapport with customers through active listening skills, creating an open environment where issues could be discussed freely without judgment or frustration from either party involved.
- Managed time effectively between inbound calls while also completing assigned administrative tasks such as email correspondence or reporting responsibilities.
- Exceeded performance targets by consistently handling a high volume of calls with accuracy and professionalism.
- Supported new hires by sharing best practices learned and offering guidance during the onboarding process.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Geico
Lakeland, FL, USA
02.2019 - 06.2021
- Evaluated claims for no-fault benefits by collecting and entering information on eligible injured parties.
- Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
- Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Assembled and maintained patient medical records and other documents related to patient care.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
- Provided exceptional customer service by addressing patient concerns with empathy and professionalism.
- Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
- Multitask between multiple systems.
- Processed and handled medical bills and out-of-pocket medical expenses.
- Received and reviewed doctors' notes to determine the severity of injury and treatment plans.
Teller I
CenterState Bank
Lakeland, FL, USA
01.2017 - 12.2017
- Received and processed banking transactions, balanced ledgers, maintained cash drawers, and processed loans
- Balanced vault and ATM.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
Education
High School Diploma -
East Area Adult School
Lakeland, FL01.2018
Skills
- Claims Investigation
- Technical knowledge
- Damage Assessment
- Policy Interpretation
- Insurance policy coverage knowledge
- Claims Processing
- Risk Assessment
- Advanced computer skills
- Best Practices Implementation
- Policy investigations
- Coverage assessments
- Data Analysis
- Advanced oral and written communication skills
- Florida Claims Adjuster License
- Regulatory Compliance
- Legal Compliance
- Highly motivated
- Underwriting knowledge
- Accident scene investigations
- Automobile claims specialist
- Critical Thinking
- Decision-Making
- Active Listening
- Team Leadership
- Computer Skills
- Claims Evaluation
- Customer service and support
- Coverage Determination
- Report and Records Review
- Accredited Claims Adjuster
- Coverage Assessment
- Claims
- Claims adjustment
- Liability Determination
- Denied claims identification
- Accredited Claims Adjuster (ACA)
- Benefits review
- Expense Control
Projects
Trained new hires at Geico, allowing them to shadow and learn the intricacies of the Personal Injury Protection Adjuster role. Assisted with Geico's Subrogation Department, contributing to a significant project.
References
- April Fernandez, (863) 660-1952
- Samantha Miranda, (631) 334-2478
Timeline
Personal Injury Protection Adjuster
Geico
03.2022 - 08.2024
Telephone Customer Service Representative
Geico
06.2021 - 03.2022
Customer Service Representative
Geico
02.2019 - 06.2021
Teller I
CenterState Bank
01.2017 - 12.2017
High School Diploma -
East Area Adult School