Jayla Wimberly
Duluth
Summary
Dynamic claims professional with extensive experience at Amica Mutual Insurance Company, excelling in liability investigations and settlement negotiations. Proven ability to deliver exceptional customer service while utilizing analytical skills to resolve complex issues. Recognized for attention to detail and effective communication, driving efficient claim resolutions, and enhancing client satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate APD Claims Representative
Amica Mutual Insurance Company
Atlanta
05.2024 - Current
- Handled a high volume of inbound calls from customers, claimants, attorneys, and vendors, addressing the first notice of losses, liability status inquiries, inspection, and rental coordination.
- Investigated liability claims with confidence, performing detailed damage assessments and policy evaluations to establish coverage.
- Coordinated with customers using phone, email, and text to obtain critical documents, advancing claim resolution.
- Conducted outbound calls to insured individuals and claimants to obtain recorded statements, aiding in liability investigations.
- Gathered and analyzed diverse resources to enhance the effectiveness of claim handling.
- Issued timely payments to insureds and third parties, ensuring prompt resolution of claims.
- Evaluated and negotiated claims settlements with customers, vendors, third-party carriers, and claimants, ensuring adherence to business standards and state compliance regulations.
- Supported the development of new team members through targeted training assistance, as necessary.
- Provided claims support across multiple lines of business during catastrophic events.
Order Entry Specialist
IRCA Group
Atlanta
09.2023 - 03.2024
- Handled customer inquiries via phone and email, providing timely updates on order status, inventory levels, and product pricing.
- Processed customer requests efficiently, delivering accurate information on order confirmations, invoices, and freight quotes.
- Managed customer communications, ensuring prompt delivery of quality assurance documentation and order-related information.
- Processed customer orders efficiently using the SAP system to ensure timely fulfillment.
- Communicated proactively with customers to address order delays and changes in shipping or delivery dates.
- Managed customer complaints, escalating complex cases to management for resolution.
Directed Share Program Team Lead
Morgan Stanley
Atlanta
01.2023 - 09.2023
- Acted as the primary liaison for client service associates, ensuring seamless communication within the client service center.
- Monitored team chat to assist associates with live call inquiries, troubleshooting online functionalities such as bill pay, ACH setup, and total wealth management, and directed associates to submit cases or transfer calls when necessary.
- Identified coaching opportunities for associates and coordinated refresher courses to address call drivers, overall improving call handling.
- Oversaw daily schedule changes to enhance operational efficiency.
- Coordinated and scheduled shifts for floor leads and floor walkers to ensure efficient support in chat channels.
- Directed outreach efforts to committee ideas, driving improvements in client service center policies and procedures.
- Applied analytical and problem-solving skills to address customer concerns promptly.
Directed Share Program Client Service Associate
Morgan Stanley
Atlanta
08.2021 - 01.2023
- Handled participant calls, providing information on application status, program policies, and deadlines with a focus on superior customer service.
- Enhanced client relationships by efficiently processing requests, including portfolio standings and market news.
- Resolved client issues with online functionalities including bill pay, ACH setup, and total wealth management, ensuring seamless user experience.
- Implemented firm verification protocols to prevent identity theft and fraudulent activities through Voice-ID and knowledge-based assessments.
- Applied analytical and problem-solving skills to effectively resolve client issues.
Excess Wear & Tear Claims Adjuster
Safe-Guard Products International
Atlanta
06.2020 - 07.2021
- Managed a high volume of customer and dealership calls to initiate claims, provide claim status updates, and deliver contract information for leased vehicle clients.
- Communicated with customers via email and phone to expedite claims processing by obtaining necessary documentation.
- Recorded and maintained claim documentation to facilitate efficient claim processing.
- Evaluated vehicle damage to determine coverage eligibility in accordance with lease agreements.
- Reviewed claims to ensure compliance with excess wear and tear policies, approving valid cases and rejecting unsupported ones.
- Utilized problem-solving abilities to efficiently address and resolve customer claims.
Guaranteed Asset Protection CSR II
Safe-Guard Products International
Atlanta
01.2018 - 06.2020
- Answered high volume calls to assist customers and lienholders with claim initiation, status updates, and contract information for total loss vehicle accidents.
- Organized, planned, and documented materials for total loss claims in the CMS and KTA systems.
- Maintained accurate claim file documentation to move claims forward.
- Utilized analytical and problem-solving skills to resolve customer issues promptly.
Education
High School Diploma -
A.N McCallum High School
Austin, TXAssociate of Science -
Georgia State University
Atlanta, GASkills
- Claims liability investigation
- Policy evaluation
- Settlement negotiation
- Exceptional customer service
- Team collaboration
- Problem solving
- Attention to detail
- Self-motivation
- Analytical skills
- Critical thinking
- Effective communication
- Time management abilities
Certification
Property & Casualty Adjuster License
Timeline
Associate APD Claims Representative
Amica Mutual Insurance Company
05.2024 - Current
Order Entry Specialist
IRCA Group
09.2023 - 03.2024
Directed Share Program Team Lead
Morgan Stanley
01.2023 - 09.2023
Directed Share Program Client Service Associate
Morgan Stanley
08.2021 - 01.2023
Excess Wear & Tear Claims Adjuster
Safe-Guard Products International
06.2020 - 07.2021
Guaranteed Asset Protection CSR II
Safe-Guard Products International
01.2018 - 06.2020
High School Diploma -
A.N McCallum High School
Associate of Science -
Georgia State University
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