Summary
Overview
Work History
Education
Skills
Certification
KEY ACHIEVEMENTS
Timeline
Generic

Jessica Torkar

Tempe

Summary

Detail-oriented and resourceful professional with over 6 years of experience in insurance claims, investigations, customer advocacy, and marketing operations within high-volume, deadline-driven environments. Proven expertise in assessing auto/property claims, evaluating damages, analyzing fraud indicators, and managing end-to-end workflows with accuracy and compliance. Demonstrates strong knowledge of state-specific insurance regulations, claim liability, customer journey mapping, and digital tools such as Salesforce, Jira, and CCC platforms. Recognized for excellent communication, empathy, and de-escalation skills while resolving sensitive, complex claims and enhancing customer satisfaction. Adept at interpreting medical documentation, collaborating with legal and emergency responders, and using data-driven insights to inform strategic decisions. Skilled in multi-tasking across platforms with professionalism, critical thinking, and accountability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Operations Support Analyst

Axon Enterprise
11.2023 - Current
  • Collaborated with legal teams to ensure marketing and product materials (e.g., TASERs) complied with state-specific regulatory standards—directly transferable to claims and policy compliance.
  • Collected and analyzed customer feedback and review trends, presenting actionable insights to optimize service delivery and customer satisfaction, supporting customer-centric claim resolution.
  • Streamlined workflow processes and implemented automated systems, reducing operational response time by 20%
  • Tracked expectations on budget and timelines for projects, mirroring task management for claim settlements.
  • Supported the implementation of marketing strategies and assisted in tracking key performance indicators (KPIs) for project success.
  • Developed internal communications and reports, ensuring timely updates to stakeholders essential for claim documentation and process transparency.


Safety & Support Advocate

Uber Technologies
03.2022 - 11.2023
  • Investigated and processed auto-related insurance claims using police reports, medical documentation, and liability determination, which was directly relevant to roles in PIP/MPC, Auto Total Loss, and SIU.
  • Collaborated with legal teams, emergency responders, and third parties to resolve complex claims, and parallel multi-party coordination in property or weather-related claims.
  • Identified fraudulent activity through data analysis, mitigating risks, and recovering losses while maintaining thorough documentation.
  • Implemented workflow improvements, boosting claim resolution rates by 15% and enhancing operational efficiency.
  • Demonstrated empathy and communication skills during high-pressure customer interactions that required de-escalation and customer-focused resolution.

Auto Liability Adjuster

State Auto Insurance
05.2019 - 03.2022
  • Handled third-party property damage and attorney-represented injury claims; evaluated liability and ensured compliance with state laws
  • Partnered with Special Investigations Unit to uncover fraudulent claims.
  • Prepared detailed internal reports for legal and compliance use, aligning with documentation and claim file integrity standards.
  • Provided subject-matter expertise in claim evaluations during roundtable discussions.
  • Delivered customer service that led to high satisfaction ratings by clearly explaining coverage decisions and de-escalating conflict.
  • Maintained documentation accuracy to meet state regulatory requirements—essential for Fire/Property Stewardship and Property roles.

Education

Bachelor of Arts - Political Science & International Relations

The Ohio State University
Columbus, OH
05.2019

Skills

  • Marketing & Communication: Proposal Creation, Presentation Development, Copywriting, Technical Writing, Proofreading & Editing, Internal/External Communications
  • Technical Tools: Microsoft Office Suite (Excel, PowerPoint, Word), Adobe Acrobat, Google Suite, Salesforce CRM, Shopify, Jira, HubBox
  • Project Management: Budget Tracking, Timeline Management, Process Optimization, Workflow Development, Cross-Team Collaboration
  • Digital Marketing & CRM: Email Marketing, Campaign Execution, A/B Testing, Social Media Marketing

Certification

  • Claims Handling & Evaluation: Auto Liability, Personal Injury (PIP/MPC), Property Damage, Fraud Investigation, Coverage Determination, Total Loss Settlement
  • Technical Tools: CCC, Microsoft Office Suite, Salesforce CRM, Xactimate, Jira, Google Suite
  • Regulatory Compliance: State-Specific Insurance Regulations, Legal Documentation, Internal Review Processes
  • Customer Interaction: Empathy, Conflict Resolution, De-escalation, Client Communication
  • Project & Workflow Management: Task Prioritization, Cross-Team Coordination, Workflow Optimization
  • Analytical Skills: Fraud Detection, Customer Data Analysis, Damage Assessment
  • Reporting & Documentation: Stakeholder Communication, KPI Reporting, Legal Documentation, Audit-Ready Records

KEY ACHIEVEMENTS

  • Designed and implemented a scalable review management system, resulting in a 25% improvement in customer satisfaction.
  • Streamlined claims processing workflows, reducing processing times by 15% through data-driven optimizations.
  • Collaborated on strategic initiatives that enhanced customer engagement, leading to a 20% increase in retention rates.

Timeline

Operations Support Analyst

Axon Enterprise
11.2023 - Current

Safety & Support Advocate

Uber Technologies
03.2022 - 11.2023

Auto Liability Adjuster

State Auto Insurance
05.2019 - 03.2022

Bachelor of Arts - Political Science & International Relations

The Ohio State University

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