Monique S Jefferson
Philadelphia,PA
Summary
Self-directed support professional with demonstrated performance in customer service, problem-solving, time management and organizational skills. Implements decisions to achieve both immediate and long-term goals, Sound decision-making and interpersonal skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Licensed Auto Claims Adjuster
Liberty Mutual
Marlton, NJ
07.2021 - Current
- Investigating claims involves using both internal and external resources, which includes speaking with the insured or other involved parties, analyzing reports, researching past claim activities, and utilizing evaluation tools to assess damages and losses.
- Maintain accurate and current documentation of claim files and damages throughout the life cycle of claim cases to ensure proper tracking and handling.
- Negotiated settlements with claimants and attorneys to resolve claims efficiently.
- Developed strategies for minimizing claim costs while ensuring customer satisfaction.
- Managed multiple cases simultaneously while meeting established deadlines.
- Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.
- Documented all claim activities thoroughly in company systems for audit and compliance purposes.
- Provided exceptional customer service, addressing concerns and questions promptly.
- Trained new claims adjusters on company policies, procedures, and best practices in claims handling.
- Determined cause and extent of damages by investigating claims with underwriters and insurance agents in field.
- Evaluated extent of damage and documented findings.
- Analyzed claim trends to identify potential fraud and took appropriate investigative actions.
Service Manager
Univest Bank
Willow Grove, PA
12.2019 - 03.2021
- Managed the day-to-day operations of the branch including scheduling, staffing, budgeting.
- Implemented staff training, carried out performance evaluations, and held consistent feedback sessions to improve employee performance.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Designed sales and service strategies to improve revenue and retention.
- Hired and trained service department staff to drive performance.
- Prepared and managed the branch budget, optimizing expenses to increase profitability.
- Assisted in developing marketing plans for new products and services offered by the bank.
- Implemented measures to reduce operational costs while increasing efficiency within the branch.
- Analyzed financial statements, loan applications, and credit reports to determine customers' eligibility for loans.
- Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
- Facilitated weekly meetings with senior management personnel from other branches to share best practices.
- Established relationships with corporate clients to identify potential business opportunities.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Sales Rep & Assistant Manager
Prudential Bank
Philadelphia, PA
06.2019 - 11.2019
- Recruited, trained, coached, mentored, and assessed personnel to maximize their potential.
- Generated and distributed employee schedules to ensure shifts were adequately staffed.
- Maintaining and overseeing all banking operations and processes.
- Developed creative strategies to improve the customer experience.
- Maintained a current and comprehensive knowledge base on the latest trends, technologies, and products pertinent to the field of service management.
- Implemented new procedures to streamline workflow processes.
- Created detailed reports on daily, weekly, and monthly sales activity.
Assistant Branch Manager
PNC Bank
Philadelphia, PA
07.2016 - 06.2019
- Developed and managed a team of 8 employees, creating an environment that fostered collaboration, productivity and job satisfaction
- Managed daily cash flow activities including counting cash drawers at opening and closing times.
- Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development.
- Provided training to new employees on company policies and procedures.
- Ensured compliance with internal policies and procedures as well as external regulations.
- Monitored daily operations of the branch including sales, customer service, inventory control.
- Provided bank leadership in absence of branch manager.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Networked within communities to identify and capitalize on business opportunities.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Designed sales and service strategies to improve revenue and retention.
- Analyzed competitors and market trends to facilitate business growth.
- Coordinated preparation of external audit materials and external financial reporting.
Personal Banking Officer
Citizens Bank
Voorhees, NJ
07.2014 - 07.2016
- Conducted customer service activities such as responding to inquiries, resolving complaints, and processing account transactions.
- Provided customers with information on banking products and services.
- Executed compliance requirements such as KYC and AML checks prior to onboarding new customers.
- Developed relationships with clients to identify their financial needs and goals.
- Maintained up-to-date knowledge of banking regulations, procedures, and policies.
- Assisted customers in completing loan applications and reviewed documents for accuracy.
- Analyzed customer credit profiles to determine eligibility for various types of loans.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Monitored customer accounts for suspicious or fraudulent activity.
- Assisted in training new personnel in proper banking procedures.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
Assistant Manager
Nordstrom
King Of Prussia PA, Garden City
12.2011 - 06.2014
- Led a team of 27 sales associates, providing ongoing training and development.
- Supervised staff to ensure customer satisfaction and proper performance of duties.
- Recruited, interviewed and hired qualified candidates for open positions.
- Coached, managed and developed teams to provide exceptional service and achieve sales goals.
- Maintained cleanliness standards throughout the store by delegating tasks to staff members.
- Reviewed sales figures regularly to determine staffing needs during peak times.
- Improved profitability by executing daily, weekly, and monthly floor plan changes.
- Implemented strategies to achieve sales targets and increase department profitability.
- Met or exceeded fiscal sales goals, maximizing operating budgets.
- Conducted regular meetings with team members to discuss progress towards objectives.
- Organized promotional events to increase brand awareness and drive sales growth.
- Negotiated contracts with vendors for supplies, products, and services.
- Analyzed financial data to identify areas of improvement for profitability.
- Conducted inventory management activities such as receiving shipments and maintaining stock levels.
- Oversaw retail operations to ensure entire department was operating efficiently and maintaining customer service standards.
- Ensured compliance with safety regulations in accordance with company policy.
- Developed strategies for increasing sales and improving customer service.
- Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
Education
Bachelors of Arts in business and technology Candidate -
Devry University
Illinois06.2024
Associates in Liberal Arts -
Nassau Community College
Skills
- Customer Service
- Microsoft Software Proficiency
- Problem-Solving
- Risk Assessment
- Multitasking
- Team Leadership
- Relationship Building
- Analytical Skills
- Decision-Making
Certification
Licensed Insurance Adjuster
Timeline
Licensed Auto Claims Adjuster
Liberty Mutual
07.2021 - Current
Service Manager
Univest Bank
12.2019 - 03.2021
Sales Rep & Assistant Manager
Prudential Bank
06.2019 - 11.2019
Assistant Branch Manager
PNC Bank
07.2016 - 06.2019
Personal Banking Officer
Citizens Bank
07.2014 - 07.2016
Assistant Manager
Nordstrom
12.2011 - 06.2014
Bachelors of Arts in business and technology Candidate -
Devry University
Associates in Liberal Arts -
Nassau Community College