Jena Gray has been working in the customer success field for just over a year, but they have plenty of experience in other areas that have prepared their for this role. For three years, they worked as an auto claims adjuster at Esurance. In this role, they were responsible for managing mid-level general liability claims by gathering information to determine liability exposure, assigning reserve values to claims, making claims payments as necessary, and settling claims up to designated authority level. Jena also acted as the point of contact with customers, directing and making decisions regarding the repair process from beginning to end while working with all parties, including insured, claimants, police officers, and witnesses to ensure 100% accuracy in liability decision.
In their previous role, Jena also spearheaded claim investigations by gathering pertinent information such as photos, estimates, and running searches on vehicles and persons involved to verify claims filed were not fraudulent. Jena assessed liability and resolved claims within evaluation, approving and processing assigned claims, determined benefits due, and managed action plans pursuant to the claim or client contract. Additionally, they completed vehicle inspections, wrote estimates, determined total loss evaluations, maintained all files, and set clear expectations and timelines.
Jena is known for their ability to provide a high level of multitasking which includes having multiple parties on separate lines while checking emails, confirming information had been received, while updating excel spreadsheets and databases. Jena also oversaw subrogation of claims and negotiated settlements, communicating actions with claimant and client. In their previous role at Esurance, Jena also reviewed and determined validity of any supplement requests, addressed policy coverage disputes
Jena Gray is a student at Southern Wesleyan University.
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