Jeffrey Zobel
Surprise,AZ
Summary
Results-oriented professional seeking a challenging opportunity to utilize strong interpersonal skills, excellent time management abilities, and problem-solving expertise. Proven track record of delivering exceptional outcomes. Confident in ability to contribute effectively to any team or organization. Committed to continuous improvement and staying abreast of industry trends. Eager to take on new challenges and make a meaningful impact.
Overview
9
9
years of professional experience
Work History
Property Adjuster - Model Office
USAA
02.2024 - Current
- Conducted user acceptance testing for international claims in ClaimCenter to validate features were working as expected and to identify possible defects prior to rollout
- Maintained a tracker of defects identified within ClaimCenter
- Worked with BPOs & DPOs to identify opportunities in ClaimCenter and ways to streamline adjuster and customer experience
- Gained knowledge of process engineering methods and change management practices in order to be able to effectively communicate change to adjusters and managers throughout the business
- Took ownership of sharepoint feedback form at go/modzone in order to respond to adjuster/MCO/DCO questions and consolidate feedback for process to review
- Lead meetings for adjusters that detailed step by step guidance on claims handling processes in ClaimCenter
- Provided support to all property skill levels throughout rollout of ClaimCenter by monitoring pending claims while training was being completed
- Tracked 700+ questions answered from state expansion chats
- Acted as SME for creation of Inland Marine Floater policy in ClaimCenter
Property Adjuster / Associate Property Adjuster
USAA
10.2021 - 02.2024
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss
- Used xactimate to compile estimates for personal property and structure damage
- Lead DHOP and TIP classes for external hires teaching them the USAA way and ensuring consistency in claims handling
- Maintained a worklists of 10-40 claims efficiently
- Participated in mentoring with higher skill adjusters in order to gain a greater knowledge of the business
- Provided support to Auto on a rotation to assist with large worklists and prevent service failure
- Lead efforts on the digital loss surge team to ensure routing of the claim was accurate
Fraud Specialist
American Express
04.2018 - 10.2021
- Improved customer trust by promptly addressing and resolving reported instances of fraud
- Collaborated with process owners monthly as a subject matter expert to support change in the business and report larger defects
- Performed testing during the companies move to a new location to ensure the move would not negatively affect the business or employees
- Lead new employee training and meetings addressing common pain points
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases
Customer Service Representative
Discover Financial Services, DFS
04.2016 - 04.2018
- 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
- Worked independently on projects to review calls and accounts to determine flaws and opportunities in the business process and report it to management
- Maintained up-to-date knowledge of product and service changes
Education
High School Diploma -
Washington High School
Phoenix, AZ08.2014
Projects
- DHOP trainer
- TIP trainer
- ILR surge
- PTO assist
- Claims Modernization Project
- International Claims UAT
Timeline
Property Adjuster - Model Office
USAA
02.2024 - Current
Property Adjuster / Associate Property Adjuster
USAA
10.2021 - 02.2024
Fraud Specialist
American Express
04.2018 - 10.2021
Customer Service Representative
Discover Financial Services, DFS
04.2016 - 04.2018
High School Diploma -
Washington High School
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