Jordan Wilcox
Farmington Hills
Summary
Knowledgeable Desired Position with strong background in claims management and effective risk mitigation. Proven track record of resolving complex claims issues and improving workflow efficiency. Demonstrated ability in team leadership and strategic problem-solving.
Results-driven claims management professional prepared for this role with strong background in assessing and processing claims, resolving disputes, and ensuring compliance with regulations. Skilled in risk analysis, negotiation, and policy interpretation, with proven track record of fostering team collaboration and adapting to changing needs. Known for reliability, effective communication, and focus on achieving optimal outcomes.
Overview
8
8
years of professional experience
Work History
Short Term Disability Claims Manager
Guardian Life Insurance
03.2023 - Current
- Managed claims for timely and accurate resolution.
- Enhanced claims process by implementing streamlined workflows.
- Improved customer satisfaction by efficiently handling claims inquiries.
- Analyzed claims data to identify trends and improve service delivery.
- Reduced processing times by optimizing claims management systems.
- Reviewed claims documentation to ensure accuracy and completeness.
- Resolved escalated claims issues to maintain client trust and satisfaction.
Customer Service Representative
Guardian Life Insurance
04.2022 - 03.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Telephone Agent
Answer United Call Center Services
03.2018 - 05.2018
- Obtaining client information by answering telephone calls, verifying information, and providing customer service
- Informing clients by explaining policies, answering questions, and confirming prices
- Manage and resolve customer complaints
- Document all call information, complete call logs and reports
Women’s Sales Associate
Nordstrom Rack
06.2017 - 12.2017
- Great customer service, meeting each customer wants and needs
- Restocking the floor for to the latest styles
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
Education
Bachelor of Science - Nursing, Psychology
Western Michigan University
Kalamazoo, MI04.2020
High School Diploma -
Walled Lake Western High school
06.2016
Biotechnology and Environmental Science -
Oakland Schools Technical Campus Southwest
06.2016
Skills
- Claims processing
- Claims evaluation
- Risk management
- Policy analysis
- Dispute resolution
- Customer communication
- Project management
- Problem solving
- Insurance knowledge
- Performance metrics
- Quality assurance
- Workflow optimization
- Time management
- Conflict resolution
- Claims auditing
Athletics
Walled Lake Western Competitive Cheer, 12/13, 02/14
Clubs
- You Come First Organization, 01/18, 04/18
- The National FFA Organization, 09/14, 06/16
- African American Awareness, 09/14, 06/16
Timeline
Short Term Disability Claims Manager
Guardian Life Insurance
03.2023 - Current
Customer Service Representative
Guardian Life Insurance
04.2022 - 03.2023
Telephone Agent
Answer United Call Center Services
03.2018 - 05.2018
Women’s Sales Associate
Nordstrom Rack
06.2017 - 12.2017
Bachelor of Science - Nursing, Psychology
Western Michigan University
High School Diploma -
Walled Lake Western High school
Biotechnology and Environmental Science -
Oakland Schools Technical Campus Southwest
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