Jordyn Evans
Abbotsford,Canada
Summary
Justice Institute of British Columbia graduate in law enforcement, specializing in criminology, psychology, crisis intervention, and communications. Further educated in Investigations through the Private Security Knowledge Network. Over ten years of experience in customer service and administrative roles, specifically working in public government sectors.
Overview
13
13
years of professional experience
Work History
Auto Claims Specialist
ICBC Claim Centre
04.2024 - Current
- Evaluated and settled complex insurance claims in strict timeframes.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Answered customer questions regarding deductibles.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Documented information gathered in field and uploaded data to company databases.
Client Service Representative
ICBC Licencing
11.2023 - 04.2024
- Investigated identification to ensure accurate residency for health care and licencing services
- Explained insurance, licencing, and health care to new residents of British Columbia
- Maintained meticulous electronic and physical filing systems with clients' records
- Kept accounts current with updates about posted payments and outstanding balances
- Supported upper management with meeting daily target goals and record keeping
Client Service Representative
WorkSafeBC
04.2022 - 08.2023
- Assisted a large volume of injured workers every day with a positive attitude and a focus on client satisfaction
- Responded to client calls and emails to answer questions about health care services offered for rehabilitation and claim information
- Multitasked inputting information while listening to key details, verbally explained by workers
- Met deadlines in a high-volume and client-focused environment with a strong attention to detail
Service Coordinator
WorkSafeBC
12.2021 - 04.2022
- Maintain ongoing contact with injured workers by managing various payments, scheduling appointments, and obtaining claims related information
- Proactively managed administrative matters for Case Managers, pertaining to each claim
- Keeping in regular contact with health care providers in regards to rehabilitative programs for workers
- Handled sensitive information with discretion and diplomacy
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments
Customer Care Agent
WorkSafeBC
05.2019 - 12.2021
- Fielded over 2,000 incoming calls from the call center queue from workers, employers, and health care providers
- Logged call information and solutions provided into a internal database
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support
- Identified and flagged recurring customer complaints with manager
- Received a 'kudos' award for excellence in crisis intervention and customer service
Sales Associate and Shipper/Receiver
Holeshot Motorsports
01.2015 - 05.2019
- Engaged with customers to build rapport and loyalty
- Prepared merchandise for sales floor by pricing or tagging
- Trained and developed 4 new hires in company processes, product knowledge, customer service and selling techniques
- Was in the top 3% of sales for the entire summer of 2018
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Demonstrated selling experience in fast-paced, service-oriented retail setting
- Supported team with receiving, pricing and merchandising
- Tracked production activities and order requests with hand-held scanners
Team Leader
McDonalds
01.2012 - 01.2015
- Monitored team operations and workflow during busy periods, making adjustments to improve pace
- Organized schedules and daily assignments for team, leveraging individual knowledge and strengths to maximize team success
- Contributed to successful quality control initiatives and implemented new strategies to improve employee work
- Coached new employees struggling with specific tasks
Education
Bachelor of Social Work - Social Work
University of The Fraser Valley
Abbotsford, BC09-2028
Certification - Investigations
Private Security Knowledge Network
Toronto, Ontario04.2021
Associates Degree - Law Enforcement
Justice Institute of British Columbia
New Westminster, BC06.2018
Skills
- Policy interpretation
- Claims investigation
- Insurance regulations
- Interpersonal communication
- Data entry
- Case management
- Problem resolution
- Reading comprehension
- Clerical support
Timeline
Auto Claims Specialist
ICBC Claim Centre
04.2024 - Current
Client Service Representative
ICBC Licencing
11.2023 - 04.2024
Client Service Representative
WorkSafeBC
04.2022 - 08.2023
Service Coordinator
WorkSafeBC
12.2021 - 04.2022
Customer Care Agent
WorkSafeBC
05.2019 - 12.2021
Sales Associate and Shipper/Receiver
Holeshot Motorsports
01.2015 - 05.2019
Team Leader
McDonalds
01.2012 - 01.2015
Certification - Investigations
Private Security Knowledge Network
Associates Degree - Law Enforcement
Justice Institute of British Columbia
Bachelor of Social Work - Social Work
University of The Fraser Valley
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