Jecika Hafley
Denver,CO
Summary
Results-driven claims and recovery leader with 18 years of experience spanning leadership, operations, customer service, and revenue recovery. Proven track record leading high-performing teams, driving recovery performance, resolving complex liability disputes, and improving operational effectiveness in fast-paced, metrics-driven environments. Recognized as the # 2 Recovery Specialist Company-Wide in 2025. Experienced in employee coaching, performance management, compliance regulation, operational reporting, quality assurance, claim escalation, and process improvement. Trusted by leadership as a goal driven mentor, trainer, and strategic resource for complex claim resolution.
Overview
12
12
years of professional experience
Work History
Tort Claims Team Lead
Project Resources Group
11.2023 - Current
- Conducts thorough assessments of liability decisions based on state dig laws, statutes, and industry standards to determine fault and recoverable damages for telecommunications and utility tort damages across multiple state lines.
- Provide day-to-day leadership, coaching, and operational oversight for a Recovery Specialist team responsible for claim recovery operations.
- Negotiate high-value settlements involving contractors, municipalities, attorneys, insurance carriers, and responsible parties.
- Serve as the primary escalation point for complex liability disputes, coverage investigations, settlement negotiations, and customer concerns.
- Consistently achieving $200,000+ in recovery each month and ranking within the top ten agents within my first year and the 2nd overall recovery agent in 2025.
- Conduct claim audits, queue reviews, and quality evaluations to ensure compliance with company standards, policies, and recovery best practices.
- Monitor individual and team KPIs, recovery results, claim activity, and productivity metrics to maximize operational effectiveness and goal attainment and identify coaching and process improvement opportunities.
- Interview, onboard, train, and mentor new Recovery Specialists, supporting employee development and long-term team success and facilitate regular one-on-one coaching sessions, team meetings, and performance discussions focused on accountability and continuous improvement and growth
Revenue Collection Officer
Tennessee Dept. of Revenue
01.2022 - 01.2023
- Enforced state revenue laws by collecting delinquent taxes, fees, and penalties in accordance with Tennessee Department of Revenue statutes, policies, and procedures
- Managed a high-volume caseload of individual and business tax accounts, ensuring timely resolution of outstanding balances through structured collection actions.
- Issued formal collection notices, liens, levies, and garnishments in accordance with legal authority and departmental guidelines.
- Conducted financial analysis of taxpayer accounts to determine ability to pay and developed appropriate resolution strategies, including payment plans, settlements, and enforced collections.
- Communicated with taxpayers, attorneys, and business representatives to negotiate payment arrangements while ensuring compliance with state revenue regulations
- Interpreted and applied state tax codes to ensure accurate assessment, adjustment, and enforcement of tax liabilities.
- Documented all account activity, enforcement actions, and taxpayer communications in state revenue systems to maintain accurate and audit-ready records.
- . Prioritized and managed competing deadlines to ensure statutory compliance and maximize state revenue recovery.
- Provided professional customer service while maintaining firm enforcement of state laws in sensitive or escalated taxpayer interactions.
- Assisted in resolving complex tax issues involving multi-year delinquencies, business closures, bankruptcy filings, and contested assessments.
Career Specialist
Tennessee Dept. of Labor & Workforce Development
01.2021 - 01.2022
- Provided outstanding service under pressure and empathized with customers to deliver a supportive and positive experience for customers seeking guidance on workforce reentry and career advancement.
- Monitored client accounts with precision and collaborated with cross-functional teams to ensure accounts remained in good standing.
- Initiated community outreach efforts to gain membership, drive member success, and provide program-specific knowledge that positively impacted current and prospective members.
- Utilized internal systems and databases to conduct research that aided in resource allocation efforts that supported client goals and aspirations.
- Managed and oversaw career center operations, including call handling, email correspondence, scheduling, and calendar management, which streamlined daily objectives.
- Analyzed program operations to identify and implement process improvement initiatives based on data-driven findings.
Marketing & Business Development Assistant
Zoli Designs
01.2020 - 01.2022
- Supported business development, retention, and customer engagement.
- Analyzed market trends and implemented growth strategies.
- Assisted with operations, inventory, and website maintenance.
Teller
BB&T (Truist Financial)
01.2019 - 01.2020
- Assisted customers with financial transactions and issue resolution.
- Processed wire transfers, loans, and safety deposit operations.
Shift Leader
Red Pony
01.2016 - 01.2019
- Managed service escalations and daily operations.
- Analyzed reports and addressed performance gaps.
Administrative Assistant
Etowah City Hall
01.2014 - 01.2015
- Performed office administration and communications duties.
Education
B.S. - Political Science, Psychology
Austin Peay State University
Skills
- Customer Relationship Management
- Team Leadership & Employee Development
- Performance & Operations Management
- Verbal & Written Communication
- Stress Management & Escalation Resolution
- Complex Problem-Solving
- Organizational Skills
- Collaboration & Teamwork
- KPI Management & Productivity Tracking
- Revenue Collection Strategies
- Claims Recovery Operations
- Empathy & Patience
- Process Improvement
- Analytical & Critical Thinking
- Recovery Strategy & Negotiation
- Multitasking & Time Management
- Regulatory & Policy Compliance
- Queue Analysis & Workload Management
- CRM Software & Ticketing Systems
- Microsoft Office Applications
Timeline
Tort Claims Team Lead
Project Resources Group
11.2023 - Current
Revenue Collection Officer
Tennessee Dept. of Revenue
01.2022 - 01.2023
Career Specialist
Tennessee Dept. of Labor & Workforce Development
01.2021 - 01.2022
Marketing & Business Development Assistant
Zoli Designs
01.2020 - 01.2022
Teller
BB&T (Truist Financial)
01.2019 - 01.2020
Shift Leader
Red Pony
01.2016 - 01.2019
Administrative Assistant
Etowah City Hall
01.2014 - 01.2015
B.S. - Political Science, Psychology
Austin Peay State University