JESSICA SHEPHERD
Melbourne
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Claims Specialist
Orion180
Melbourne, FL
12.2024 - Current
- Manage inbound and outbound calls regarding claim inquiries, status updates, and policyholder concerns.
- Process and review claim documentation for accuracy, completeness, and compliance with company guidelines.
- Prepare and manage invoices, ensuring accurate billing and timely payment processing.
- Handle high-volume email correspondence with customers, vendors, adjusters, and internal departments.
- Maintain detailed claim records and update information within company databases and claims management systems.
- Provide exceptional customer service while resolving claim-related issues and answering questions.
- Perform administrative duties including data entry, document management, and report preparation.
Underwriting / Inspections
Orion180
Melbourne, FL
10.2022 - 12.2024
- Evaluated underwriting and inspection information to support policy decisions and risk assessment.
- Answered customer inquiries and provided accurate information regarding insurance products and services.
- Managed incoming calls and emails, delivering frontline customer support and policy assistance.
- Maintained detailed records of underwriting decisions, inspections, and policy documentation.
- Developed recommendations regarding policy terms and conditions based on risk evaluations.
- Collaborated with internal departments to ensure efficient processing of applications and policy changes.
- Communicated with agents, brokers, and clients to gather required documentation and clarify policy details.
- Prepared inspection reports outlining findings, recommendations, and compliance concerns.
Customer Service Representative
SourcePoint
Melbourne, FL
03.2019 - 10.2022
- Supervised agents handling real estate transaction processes and customer interactions.
- Responded to customer inquiries and provided accurate information regarding products and services.
- Managed incoming calls and email correspondence while maintaining high service standards.
- Resolved customer concerns and complaints through effective problem-solving and de-escalation techniques.
- Maintained professional, customer-focused communication in high-volume environments.
Customer Service Representative
PSCU Financial Services
Detroit, MI
03.2012 - 04.2019
- Respond to customer inquiries regarding account services, products, and billing concerns.
- Consulted with customers to resolve service issues and account discrepancies.
- Educated customers on available products, services, and promotional offerings.
- Utilized conflict-resolution techniques to effectively de-escalate challenging customer situations.
- Maintained accurate account documentation while adhering to company policies and procedures.
Education
620 Adjuster Licensing -
AE21
08.2023
Skills
- Product Knowledge
- Call Management
- Inbound and Outbound Calling
- Data Entry
- Account Updating
- Paperwork Processing
- Problem-Solving Abilities
- Microsoft office
- MY180
- Problem-solving
- Team building
- Information verification
- Active listening
- Data entry
- Records management
- Insurance claim forms review
- Written communication
- Documentation processing
- Insurance coverage verification
Certification
- 4-40 Customer Representative License
- 6-20 All-Lines Adjuster License
Timeline
Claims Specialist
Orion180
12.2024 - Current
Underwriting / Inspections
Orion180
10.2022 - 12.2024
Customer Service Representative
SourcePoint
03.2019 - 10.2022
Customer Service Representative
PSCU Financial Services
03.2012 - 04.2019
620 Adjuster Licensing -
AE21