Customer Service A Team
Resume:
JESSICA COX
SKILLS
Skilled liaison between electrical
contractors and company,
understanding the different
requirements related to residential and
commercial projects
Energetic leader, excited to coach and
grow a team, empowering others to be
excited to come to work every day
Dispatched a team of over twenty
technicians based on area and skillset,
commercial and residential certifications
Effective collections representative as
well, worked with collections team to
use my relationship and de-escalation
skills to collect on high volume accounts
Building codes and regulations
Claims investigation
Settlement negotiation
Caseload management
Sales background
Policy interpretation
Ethical judgment
Conflict resolution
Claims negotiation
Coaching and mentoring
Dedicated, results-driven professional with over 25 years of experience in the electrical and construction industries. Committed to delivering exceptional customer service and fostering positive relationships. Demonstrates strong multitasking and time management skills, ensuring that every project meets deadlines while exceeding client expectations. Passionate about problem-solving and analytical thinking, with a proven track record of guiding clients through all phases of projects, from inception to completion. A collaborative team player who values continuous learning and empowers others, consistently representing the company with integrity and accountability.
Recently switched gears and had the opportunity to work as a Claims Adjuster and have enjoyed learning something new. I am experienced with assessing and processing various types of claims efficiently. Proficient in utilizing analytical and negotiation skills to reach fair settlements and maintain compliance with policies. Knowledge of regulatory standards and exceptional customer service, ensuring fair and timely resolutions.
Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Absolutely love taking a bad and escalated situation and turning it into a positive experience for the client. WORK HISTORY
December 2022 - July 2025
Claims Adjuster /Inside Sales Representative Baker International Insurance Agency, Lewisville, TX
Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
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Examined claims forms and other records to determine insurance coverage.
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• Verified insurance claims and determined fair amount for settlement. Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
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Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
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Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
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• Prepared summaries of damage, payments, and policy coverage. Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
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Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
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CONTACT
Denton, TX 76210
**********@*****.***
Bold Profile
Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
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Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
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• Answered customer questions regarding deductibles. Managed catastrophic loss events effectively by coordinating rapid response efforts and providing support to impacted policyholders.
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Evaluated coverage accurately by interpreting complex insurance policies and applying them to specific claim scenarios.
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Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
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Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
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Facilitated smooth transitions for policyholders during the claim process by liaising between various departments, ensuring all parties were informed and engaged.
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Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
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Developed strong relationships with repair vendors, ensuring quality service and fair pricing for clients in need of repairs after an incident.
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Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development.
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Provided exceptional customer service, addressing concerns, and answering questions promptly.
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Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
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Researched claims and incident information to deliver solutions and resolve problems.
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Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
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Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
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Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
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Analyzed information gathered by investigation and reported findings and recommendations.
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Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
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Conducted day-to-day administrative tasks to maintain information files and process paperwork.
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Maintained contact with claimants and attorneys to determine treatment status.
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Followed up with insured individuals regarding premium and deductibles payments.
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Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
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Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
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Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
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• Managed friendly and professional customer interactions. Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
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Built relationships with customers and community to promote long term business growth.
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October 2002 - October 2022
Construction Management Denton County Electric Cooperative, Corinth, TX
Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
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Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
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• Process inspections for new meter sets, gas and electric
• Set up new accounts based on validity of Secretary of State Field incoming and outgoing calls for builders, general contractors, developers and industrial clients.
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• Dispatch technicians based on single or three phase projects.
• Process daily reports for team QA
• Provide exemplary customer care, especially in escalated situations Extensive knowledge in single phase and three phase situations, commercial experience is extensive,
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• High volume, fast paced call center environment- customer care focused Specialized in Key Accounts, extensive knowledge of clients and industry
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Liaison between designer, engineering clerk, confirming scope of work with quality assurance and communicating with customer providing all aspects of account management from inception of project to final c/o
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Assisted field personnel with handling diverse problems by facilitating communication, researching issues and locating required documentation.
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• Delegated work to staff, setting priorities and goals.
• Prepared and planned worksites to help jobs run smoothly.
• Delegated duties to employees based on skillset. EDUCATION AND TRAINING
May 1993
High School Diploma
Lake Dallas High School, Lake Dallas, TX
Certificate Insurance
TDLR, TX
All Lines Adjuster License #3004613 - Expires January 2027
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