Summary
Overview
Work History
Education
Skills
Timeline
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Johannah Irving

Wyoming,MI

Summary

Adept at process analysis and cross-functional collaboration, I significantly enhanced operational efficiency at Amazon. Leveraging expertise in quality assurance and management support, I excel in driving performance improvements. My background includes a blend of hard skills like knowledge management and soft skills such as building professional relationships, achieving notable customer satisfaction and retention rates.

Overview

29
29
years of professional experience

Work History

Problem Solve Process Assistant

Amazon
Caledonia, MI
11.2019 - Current
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Handled advanced problem scenarios with a focus on professionalism and rapport-building.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Assisted in the development of efficient and effective process protocols.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Identified potential risks associated with proposed changes or implementations of processes.
  • Worked effectively in team environments to make the workplace more productive.
  • Identified needs of customers promptly and efficiently.

Speciality Claims Adjuster

Farmers Insurance Company
Grand Rapids, MI
12.2014 - 01.2017
  • Reviewed policies to determine appropriate levels of coverage, and assisted with approval or denial decisions.
  • Determined reserves for each claim based on estimated costs of settlement or defense.
  • Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery. Calculated and authorized payment of claims within the designated authority level. I
  • Managed caseload effectively, prioritizing urgent or high-value claims for prompt attention.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.

Recreational Claims Adjuster

Farmers Insurance
Kansas City, KS
06.2011 - 12.2014
  • Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
  • Negotiated settlement of claims with claimants and attorneys to ensure fair outcomes.
  • Engaged in continuous learning to stay current with industry trends and best practices in claims management.
  • Communicated effectively with policyholders, providing updates and explaining claim processes.
  • Gathered information from various third parties to determine claim acceptability.
  • Reviewed and applied state laws and regulations to ensure compliance in claim handling.

Underwriter

Farmers Insurance Company
Kansas City, KS
05.2006 - 06.2011
  • Liaised with field, gathering information to base and defend underwriting decisions.
  • Ensured timely submission of all documents needed for closing transactions.
  • Gathered and analyzed information to determine risk acceptability.
  • Developed and maintained relationships with external partners, including insurance agents and appraisers.
  • Maintained up-to-date knowledge of industry trends, regulations and compliance requirements.

Held Desk Analyst

Farmers
Grand Rapids, MI
11.2003 - 05.2006
  • Responded promptly to customer inquiries regarding computer hardware and software problems.
  • Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
  • Maintained positive working relationship with fellow staff and management.
  • Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Provided technical support to customers over the phone and email.

Customer Service Representative

Farmers Insurance Company
Grand Rapids, MI
02.1996 - 11.2003
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
  • Managed high-volume inbound and outbound calls to address customer inquiries and claims.
  • Developed and maintained strong professional relationships with customers through exceptional service.

Education

Bachelor of Science - Information Security

Davenport University
Grand Rapids, MI

Skills

  • Process analysis
  • Cross-functional collaboration
  • Management support
  • Quality assurance
  • Operational support
  • Performance monitoring
  • Knowledge management

Timeline

Problem Solve Process Assistant

Amazon
11.2019 - Current

Speciality Claims Adjuster

Farmers Insurance Company
12.2014 - 01.2017

Recreational Claims Adjuster

Farmers Insurance
06.2011 - 12.2014

Underwriter

Farmers Insurance Company
05.2006 - 06.2011

Held Desk Analyst

Farmers
11.2003 - 05.2006

Customer Service Representative

Farmers Insurance Company
02.1996 - 11.2003

Bachelor of Science - Information Security

Davenport University

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