Karess Jackson
Frisco,TX
Summary
Claims Generalist Associate with Progressive Insurance since October 2024, recognized with an Extraordinary performance evaluation (all 5s) and presidential recognition for exceptional customer service. Experienced in complex claim investigations, liability determinations, police report reviews, SIU referral identification, and attorney-represented property damage handling. Proven ability to manage 30–50 open features while maintaining thorough investigations, accurate documentation, and timely claim resolution. Strong background in analytical decision-making, mentorship, and full ownership of claims from first notice of loss through resolution, including total loss settlements. Seeking to leverage investigative and file ownership experience in a URBI role.
Experienced with handling diverse claims processes and resolving complex issues efficiently. Uses analytical skills and customer service expertise to ensure smooth claims management. Knowledge of industry regulations and best practices.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Claims Generalist Associate (PCS Auto)
Progressive Insurance
10.2024 - Current
- Conduct detailed claim investigations including recorded and digital statements, police report reviews, and evidence analysis to determine liability and exposure
- Complete comprehensive police report reviews analyzing narrative, point of impact, contributing factors, and applicable duties to support liability decisions
- Manage an average pending volume of 30–50 open features while maintaining timely diary management and strong file documentation standards
- Handle attorney-represented claims on the property damage side in compliance with representation guidelines and claim handling protocols
- Identify potential fraud indicators and submit SIU referrals supported by documented inconsistencies, loss details, and investigative findings
- Analyze vehicle damages and loss facts to support defensible liability determinations and accurate claim outcomes
- Own total loss claims from start to finish, including valuation review, settlement presentation, and explanation of the total loss process and required documentation
- Provide clear explanations of coverage, liability decisions, and settlement outcomes to insureds and claimants
- Collaborate with SIU, salvage, and internal teams to move claims efficiently toward resolution
- Mentor teammates and peers across teams by assisting with claim handling, investigations, and system navigation
- Received presidential recognition following a claimant commendation letter for exceptional claim handling and customer experience
- Earned an “Extraordinary” performance evaluation (all 5s)
Assistant Operations Manager
Qualfon
03.2013 - 10.2024
- Oversaw daily operations, escalations, and performance management within a high-volume environment
- Handled complex escalations requiring investigation, documentation review, and resolution across multiple departments
- Served as Subject Matter Expert and trainer, coaching employees on process accuracy and quality expectations
- Conducted quality analysis and performance reviews to improve operational efficiency and reduce complaint rates
- Collaborated with external partners including AIG, Blue Cross Blue Shield, and CUNA Mutual
Guest Assistance Supervisor
Hilton Corporate
05.2015 - 09.2020
- Supervised agents handling escalated concerns requiring critical thinking and investigative resolution
- Managed executive-level escalations and complex service issues
- Coordinated cross-functional communication to ensure timely and effective resolutions
Education
Associate Degree - Business Administration & Management
Tarrant County College
Arlington, TX01-2017
Skills
- Claims investigation
- Claims processing
- Insurance regulations
- Coverage assessments
- Settlement negotiation
- Teamwork and collaboration
- Organizing and prioritizing work
Certification
- Lean Six Sigma Green Belt
- MCTS
Timeline
Claims Generalist Associate (PCS Auto)
Progressive Insurance
10.2024 - Current
Guest Assistance Supervisor
Hilton Corporate
05.2015 - 09.2020
Assistant Operations Manager
Qualfon
03.2013 - 10.2024
Associate Degree - Business Administration & Management
Tarrant County College