Jolene Walker-Akau
Kaneohe,HI
Summary
Dedicated professional with more than 20 years of extensive experience in providing exceptional customer service. Able to solve problems quickly and efficiently by listening to the customer's needs. Able to reflect empathy and compassion to customers. Consistently meets deadlines, open to learning, and able to adapt to change. Detail-oriented and motivated with a strong work ethic to succeed, excel, and exceed expectations. Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Hardworking, loyal, dependable, and committed. Seeking to be a part of an innovative company and/or organization, utilizing my excellent customer service skills, computer and strong analytical skills, while enhancing my current knowledge of Finance and Information Technology.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Total Theft/Fire Claims Examiner
Government Employees Insurance Company
10.2015 - 12.2023
- Delivered exceptional customer service to customers by communicating important information and patiently listening to issues through courteous interactions.
- Effectively communicated with fellow associates, supervisors and management.
- Handled complaints and grievances using negotiating and problem-solving skills.
- Delivered solutions and resolved problems on a regular basis.
- Offered advice and assistance to customers, paying attention to needs, wants and circumstance.
- Conducted comprehensive interviews of policyholders, witnesses and claimants to gather facts and information.
- Worked productively and handled a high volume workload in a fast paced work environment.
- Prepared precise, accurate and effective documents.
- Examined and interpreted the policy contract and other records to ascertain levels of coverage to determine whether claims would receive approvals or denials.
- Detected and recognized potential fraud indicators which ultimately resulted in significant cost savings to the company.
- Provided support for the customer's needs associated with the trauma of having a vehicle stolen and/or involved in a fire loss.
- Selected by supervisors and management to train and mentor new associates to the department regarding effective claim handling procedures and policies.
Telephone Claims Representative
Government Employees Insurance Company
03.2009 - 10.2015
- Investigated and processed upper-level disputed insurance claims for policyholders to determine policy coverage and liability.
- Delivered exceptional customer service to customers by communicating important information and patiently listening to issues.
- Analyzed information gathered by investigation and reported findings and recommendations to reach a coverage and/or liability decision.
- Resolved complex and disputed claims using excellent customer service and exceptional file handling.
- Prepared precise, accurate and effective documents which explained coverage denials and/or coverage decisions.
Claims Service Representative
Government Employees Insurance Company
08.2008 - 03.2009
Customer Service Representative
Government Employees Insurance Company
12.2003 - 08.2008
Cashier
Foodland, Ltd.
01.1991 - 01.2003
Education
BBA - Finance
University of Hawaii At Manoa
Honolulu, HI05.2003
BBA - Management Information Systems
University of Hawaii At Manoa
Honolulu, HI05.2003
Associate of Science - Accounting
Kapiolani Community College/University of HI Community Colleges
Honolulu, HI05.2000
Skills
- Excellent organization skills and exceptional attention to detail
- Able to reflect empathy and compassion
- Excellent written and oral communication skills
- Detail oriented
- Successfully manage and prioritize deadlines
- Technically sound
- Willing to learn and adapt to change
Certification
- CPCU - Chartered Property Casualty Underwriter designation
Additional Information
Go Green Champion representative for Government Employees Insurance Company - Dedicated to managing the company's environmental efforts towards recycling and the sustainability of the environment.
Timeline
Total Theft/Fire Claims Examiner
Government Employees Insurance Company
10.2015 - 12.2023
Telephone Claims Representative
Government Employees Insurance Company
03.2009 - 10.2015
Claims Service Representative
Government Employees Insurance Company
08.2008 - 03.2009
Customer Service Representative
Government Employees Insurance Company
12.2003 - 08.2008
Cashier
Foodland, Ltd.
01.1991 - 01.2003
BBA - Finance
University of Hawaii At Manoa
BBA - Management Information Systems
University of Hawaii At Manoa
Associate of Science - Accounting
Kapiolani Community College/University of HI Community Colleges
Similar Profiles
ALEJANDRA PORRASALEJANDRA PORRAS
Claims Service Representative at Government Employees Insurance CompanyClaims Service Representative at Government Employees Insurance Company
Jormarie Carrrasquillo AcevedoJormarie Carrrasquillo Acevedo
Auto Claims Adjuster at Government Employees Insurance CompanyAuto Claims Adjuster at Government Employees Insurance Company
Julia LaneJulia Lane
Insurance Claims Specialist at Government Employees Insurance Company, GEICOInsurance Claims Specialist at Government Employees Insurance Company, GEICO
Ashley HicksAshley Hicks
Claims Specialist at Government Employees Insurance CompanyClaims Specialist at Government Employees Insurance Company
Manoa Kualii MoeManoa Kualii Moe
Return Agent at Avis Budget GroupReturn Agent at Avis Budget Group