Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jessica Scallons

North Richland Hills

Summary

Highly motivated Claims Supervisor with extensive experience at Gainsco Auto Insurance, excelling in team management and performance improvement. Proven track record in policy interpretation and conflict resolution, consistently achieving high customer satisfaction. Adept at training staff and implementing efficient workflows, enhancing operational efficiency and team collaboration.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Claims Supervisor I

Gainsco Auto Insurance
05.2022 - Current
  • Supervised daily operations of 3-5 claim adjusters
  • Trained and mentored new staff on claims processing procedures and customer service best practices.
  • Analyzed complex claims to identify potential fraud and escalate issues to appropriate teams for resolution.
  • Monitored performance metrics regularly, identifying areas for improvement and providing constructive feedback to promote development and implementing corrective measures accordingly.
  • Conducted regular audits of claim files, ensuring compliance with company policies and state regulations.
  • Ensuring timely claim handling, thorough investigations and determining proper course of action for claims processing.


Fastlane Team Lead

Gainsco Auto Insurance
08.2021 - 05.2022
  • Oversaw daily operations of 3-6 entry level claim adjusters.
  • Trained new employees on skill development and enhancing team performance.
  • Promoted a positive work environment by encouraging teamwork, open communication, and employee recognition.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Providing regular coaching, feedback, and skill development opportunities.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Bodily Injury Claims Adjuster (Non Attorney Rep)

Gainsco Auto Insurance
03.2019 - 07.2021
  • Evaluated bodily injury claims to determine liability and assess settlement amounts.
  • Negotiated settlements with claimants and medical providers to achieve favorable outcomes.
  • Participated in ongoing training programs to stay up-to-date on regulatory changes, and best practices for bodily injury and property claims handling.
  • Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
  • Evaluated complex coverage, liability and damages
  • Analyzing policies to ensure accurate language and exclusions apply to specific claim situations
  • Thorough investigations, gathering evidence such as medical records, police reports, and witness statements to determine liability accuracy.
  • Consistently met or exceeded performance metrics for claims handling quality, productivity, and customer service.
  • Assisted colleagues in resolving coverage issues and/or negotiations, supporting a work environment that promoted teamwork.
  • Achieved high levels of customer satisfaction through empathy, clear communication, and prompt attention to concerns expressed by claimants or their representatives.
  • Maintained detailed documentation for each claim improving overall efficiency.



Liability Claims Adjuster

Gainsco Auto Insurance
04.2018 - 03.2019


  • Maintained detailed documentation, ensuring accuracy and completeness for audit purposes.
  • Established rapport with customers through clear communication, empathy, and professionalism.
  • Reduced claims processing time by implementing efficient workflow and prioritizing tasks.
  • Enhanced customer satisfaction by providing timely updates on claim status and addressing concerns promptly.
  • Investigated liability claims thoroughly, analyzing evidence and interviewing involved parties to determine fault accurately.
  • Examined claims forms and other records to determine insurance coverage.
  • Contributed to departmental goals by achieving individual performance metrics.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Read over insurance policies for coverage and determine whether claims would receive approvals or denials.

FastLane Claims Representative

Gainsco Auto Insurance
01.2016 - 04.2018
  • Proper set up of new claims at FNOL (First notice of loss).
  • Communicating with all parties involved for proper coverage and liability handling
  • Managed claims processing to ensure timely and accurate resolution.
  • Providing timely and accurate information on claim status and resolution.
  • Worked productively in fast-moving work environment to process large volumes of claims.

Education

Business Administration

Tarrant County College
Fort Worth, TX
05-1998

Skills

  • Team management
  • Willing to learn
  • Teamwork and collaboration
  • Policy interpretation
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Reliability
  • Critical thinking
  • Effective communication
  • Decision-making
  • Self motivation
  • Conflict resolution
  • Performance management

Accomplishments

    Achieved highest corporate QA scores in SW Level 1 in 2023

Certification

  • Texas All Lines - Since January 30th, 2017

Timeline

Claims Supervisor I

Gainsco Auto Insurance
05.2022 - Current

Fastlane Team Lead

Gainsco Auto Insurance
08.2021 - 05.2022

Bodily Injury Claims Adjuster (Non Attorney Rep)

Gainsco Auto Insurance
03.2019 - 07.2021

Liability Claims Adjuster

Gainsco Auto Insurance
04.2018 - 03.2019

FastLane Claims Representative

Gainsco Auto Insurance
01.2016 - 04.2018

Business Administration

Tarrant County College

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