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Skills

  • Customer empathy
  • Data analysis for trend identification
  • Process improvement
  • Conflict resolution
  • Relationship development
  • Customer Retention Improvement
  • Digital claims processing tools
  • Complex claim handling
  • Initiative equipment
  • Industry-standard certifications (e.g., ITIL)

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 76% reduction in manual documentation.
  • Cold calling and referrals were used to generate leads for sales and rental properties.
  • Looked for industry trends on social media and through online sources.
  • Educated over 2 weekly clients on the buying and selling processes to improve customer satisfaction and understanding.
  • Built cross-functional relationships with underwriting, legal, and audit teams.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Provided strategic assistance to homeowners and homebuyers in the Atlanta metro area who were looking to buy or sell residential properties.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Adjudicated total loss cases with a focus on fairness and policyholder satisfaction, delivering timely settlements on 9% of cases.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Consistently detected discrepancies in claim documentation, ensuring accurate payments by cross-referencing policyholder reports with contractors and third-party vendors.
  • Consistently delivered timely repair services.
  • Achieved a 56% increase in customer loyalty.
  • Closed 11 claims weekly.
  • Achieved 74% customer satisfaction improvements.
  • Accomplished in fraud detection, identifying 6 cases of fraudulent activity and saving the company $14 in potential payouts.
  • Strengths in strategic planning and budget management backed up by Insurance training.
  • Boosted team productivity.
  • Achieved a 43% reduction in overall claim cycle time.

Accomplishments

  • Negotiated settlements with policyholders and legal representatives, saving the company $16 annually on average settlement costs.
  • Facilitated cross-department training for integration of new claims management software, which improved overall team effectiveness by 47%.
  • Trained junior adjusters on complex property claims, increasing team productivity by 78% over a period of 18 months.
  • Acted as the lead adjuster on arson and intentional damage cases, recovering up to $18 in fraudulent claims.
  • Collaborated with team of 12 in the development of process.
  • Recognized consistently by management for maintaining a claim closure rate of over 45% within the allotted time frames.
  • Prioritized urgent property damage assessments post-disaster, filing verified claims within one year to expedite relief efforts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged effective communication skills to provide empathetic and clear guidance to insureds, reducing complaint rates by 41%.
  • Documented and resolved standard which led to system.

Affiliations

  • International Association of Special Investigation Units (IASIU)
  • Strategic Insurance Agency Alliance Membership
  • Certified Insurance Fraud Representative (CIFR)
  • Association of Information Technology Professionals
  • Risk and Insurance Management Society (RIMS)
  • Associate in Claims (AIC) Designation Holder
  • Claims Professional Membership with process
  • Insurance Institute of America (IIA)
  • Toastmasters
  • Society of Women Engineers

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Certified Litigation Management Professional (CLMP)
  • CompTIA Network+
  • CompTIA Security+
  • CompTIA A+ Technician
  • Certified Professional in Property Loss Investigation (CPPLI)
  • Flood Adjuster Certification (FEMA)
  • Xactimate Level 3 Certification

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