Jessica Roux
Danielson,CT
Summary
Customer-focused professional with over a decade of experience in customer service, insurance, and team leadership. Proven ability to manage complex client relationships, resolve issues efficiently, and deliver high levels of customer satisfaction. Adept at handling high-pressure situations, managing projects, and leading cross-functional teams. Seeking to bring my dedication to client success and problem-solving to a Customer Success Manager role at Hi Marley.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Property Claims Adjuster
MAPFRE Insurance
Webster, USA
05.2018 - Current
- Meet face-to-face with policyholders to assess damages and compile accurate pricing/scope data
- Provide prompt and fair claim resolutions in high-stress situations
Homeowners Property Claims Specialist
MAPFRE Insurance
Webster, USA
06.2022 - 04.2025
- Guided customers through the claims process for property damage
- Handled sensitive scenarios with compassion and professionalism
Catastrophe Claims Adjuster
MAPFRE Insurance
Webster, USA
03.2021 - 06.2022
- Managed high volumes of claims from weather-related events
- Prioritized speed and accuracy to maintain service quality
Total Loss Adjuster
MAPFRE Insurance
Webster, USA
01.2020 - 03.2021
- Negotiated vehicle settlements using market data and valuation tools
- Balanced customer needs with company policy
Auto Claims Adjuster
MAPFRE Insurance
Webster, USA
05.2018 - 01.2020
- Facilitated fair and customer-centered resolution of auto and third-party claims
Customer Service Manager
Best Buy
Worcester, USA
02.2013 - 04.2018
- Led team in managing online orders, deliveries, and issue resolution
- Increased department-wide customer satisfaction by 26%
- Trained and mentored service team, improving response times and resolution quality
Education
High School Diploma - coursework toward A.S. in Computer Science
Daytona State College
Daytona Beach, FLSkills
- Customer Success
- Relationship Management
- Customer Satisfaction
- Claims Management
- Empathy
- Fairness
- Microsoft Office Suite
- Computer Hardware
- Computer Software
- Cybersecurity
- Insurance Licensing
- Employee Coaching
- Team Development
- Negotiation
- Conflict Resolution
- Active Listening
- Communication
Certification
- Insurance Licensed: MA, NH, CT, VT, ME, RI
- Member, Women’s Leadership Network
- Community Volunteer & PTO Member
Key Skills
Consistently achieved top customer satisfaction scores at Best Buy, Managed sensitive claims and settlements with empathy and fairness at MAPFRE, Proficient in Microsoft Office Suite, Fundamental understanding of computer hardware/software, Extensive cybersecurity training, Insurance licensing across 6 states, Experienced in employee coaching and team development, Skilled in negotiation, conflict resolution, and active listening, Effective communicator across technical and non-technical audiences
Timeline
Homeowners Property Claims Specialist
MAPFRE Insurance
06.2022 - 04.2025
Catastrophe Claims Adjuster
MAPFRE Insurance
03.2021 - 06.2022
Total Loss Adjuster
MAPFRE Insurance
01.2020 - 03.2021
Property Claims Adjuster
MAPFRE Insurance
05.2018 - Current
Auto Claims Adjuster
MAPFRE Insurance
05.2018 - 01.2020
Customer Service Manager
Best Buy
02.2013 - 04.2018
High School Diploma - coursework toward A.S. in Computer Science
Daytona State College