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Skills

  • Policy interpretation
  • Claims resolution deadline management
  • Benefits review
  • Cost control and reduction strategies
  • Excellent Written and Verbal Communication
  • Client feedback analysis and implementation
  • Process improvement
  • Claims efficiency improvement
  • Coverage verification and accuracy
  • Team management

Work Experiences

  • Consistently met profitability goals.
  • Collaborated with legal teams to evaluate complex subrogation cases, leading to a recovery of $4 from guilty third parties.
  • Assisted policyholders in renting alternative vehicles.
  • Approved claims swiftly.
  • Achieved excellence in claims resolution in 2015.
  • Adhered to compliance requirements.
  • Achieved a satisfaction rate of 67%.
  • Consistently commended for quick decision-making.
  • Closed 13 claims per several months.
  • Collaborated directly with program on escalated claims related to totaled vehicles, reducing escalation time by 6 days.

Summaries

  • Achieved cost reductions of $4 annually.
  • Costs were consistently reduced while profits were increased.
  • Applied de-escalation techniques.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved faster claims settlements.
  • Achieved this during 18 months.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at training new hires, improving team productivity by 77% through effective onboarding and policy interpretation education.
  • Closed 18 cases per the past year.
  • Advanced negotiation skills, leading to significant cost savings of 12 annually through detailed claim evaluations and settlements.

Accomplishments

  • Partnered with legal counsel to successfully manage and resolve complex subrogation cases, recovering over $10 in claims revenue.
  • Utilized metric to prioritize and manage high-volume claim queues, resulting in 47% improvement in overall case closure rates.
  • Implemented a customer-facing claims portal, reducing manual data entry by 78% and improving claimant satisfaction scores by 43% points.
  • Resolved product issue through consumer testing.
  • Led a comprehensive audit of over 2 claims, identifying and correcting process bottlenecks that reduced claim adjuster workload by 24% hours per week.
  • Collaborated with underwriting, fraud, and legal teams to ensure that claims processes met or exceeded regulatory standards in Seattle jurisdiction.
  • Designed and facilitated ongoing training programs, leading to a 59% increase in the accuracy and efficiency of claims adjuster performance.
  • Reviewed and processed claims worth over $9 annually, maintaining a loss ratio below 62% and contributing to yearly profit goals.
  • Achieved an 59% reduction in fraudulent claims by enhancing investigative review protocols and collaborating closely with the fraud detection unit.
  • Devised customer-first claims resolution strategies, improving call-back resolution rate by 40%.

Affiliations

  • Global Association of Risk Professionals (GARP)
  • Casualty Actuarial Society (CAS)
  • Lions Club
  • National Association of Professional Insurance Agents (PIA)
  • Chartered Property Casualty Underwriter (CPCU) Society
  • National Association of Social Workers
  • American Institute For Chartered Property Casualty Underwriters (AICPCU)
  • Association for Talent Development (ATD)
  • Auto Insurance Adjusters Association (AIAA)
  • State Insurance Licensing Board Membership

Certifications

  • State-Approved Auto Physical Damage Appraiser License
  • Certified Fraud Examiner (CFE) by Association of Certified Fraud Examiners (ACFE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Federal and State Auto Insurance Regulatory Compliance (FSIRC) method
  • ServSafe
  • CompTIA Network+
  • International Institute of Body Repair Technical Certificate (IIBRTC)
  • Salvage and Total Loss Judicial Certification via standard
  • Certified Auto Insurance Negotiation Specialist (CAINS) from procedure
  • Salesforce

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