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Skills

  • Emergency Response
  • Attention to detail in claim reviews
  • Team management
  • First-contact emergency response
  • Supervision
  • Increasing team productivity
  • Business operations
  • Communications
  • Field team coordination
  • Handling complex claims cases

Work Experiences

  • Achieved retention rates upwards of 78% %.
  • Achieved Top Performer.
  • Achieved improvements in 2019.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Communicated policy details clearly with customers.
  • Accelerated claim processing from an average of 7 days to 82% hours.
  • Analyzed claim metrics for trend identification, delivering insights to higher management that enabled policy reviews and cost-saving measures.
  • Achieved Scrum Master for all team members.
  • Looked for industry trends on social media and through online sources.
  • Arranged time-sensitive rectifications.

Summaries

  • Dedicated Glass Claims Representative.
  • Achieved Top Performer for outstanding performance.
  • Coordinated with adjusters.
  • Glass Claims Representative with exceptional customer service, time management, and service coordination skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved increased efficiency without additional team members.
  • Achieved a 85% reduction in overall claim settlement costs.
  • Customer-focused Glass Claims Representative.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Established a new process flow that decreased claim payout processing for minor glass repairs by 65% hours.
  • Implemented an automated notification system for glass claim status, resulting in a quicker response time from vendors.
  • Collaborated with external vendors to ensure compliance with repair standards in Seattle, reducing reworks by 61%.
  • Developed a fast-track workflow for small claims, closing 64% of cases within the first 3 hours.
  • Successfully closed over 14 high-value commercial glass claims within the past year while maintaining high policyholder satisfaction.
  • Contributed to a 8-person cross-department investigation team that reduced fraudulent glass claims by 20%.
  • Facilitated a 7% reduction in customer complaint resolution time by implementing enhancements to the claims-handling process.
  • Collaborated with insurance underwriters to set realistic timelines and improve claim approval rates by 80%.
  • Developed a claims adjustment model, reducing average repair costs by 20% through detailed cost analysis.
  • Collaborated with team of 8 in the development of initiative.

Affiliations

  • Association of Information Technology Professionals
  • Society of Human Resource Management
  • Glass Processing & Inspection Engineers Network
  • Committee Member, Automotive Glass Industry Council (AGIC)
  • Certified Auto Glass Technician, Automotive Glass Certification Council
  • American Medical Informatics Association
  • Society of Women Engineers
  • International Council of Nurses
  • National Auto Owners Insurance Association (NAOIA)
  • Certified Glass Claims Examiner, Auto Claims Professionals Network

Certifications

  • Auto Glass Technician Certification (AGSC) - 2023
  • Certified Fraud Examiner (CFE) by Association of Certified Fraud Examiners (ACFE)
  • MS Excel Data Analysis Certification - 2023
  • Certified Automotive Glass Specialist (CAGS) by National Glass Association
  • Certified Insurance Fraud Analyst (CIFA) – 2015
  • Certified Negotiation Expert (CNE) - initiative, 2015
  • Apple Certified Associate (ACA)
  • Certified Insurance Service Representative (CISR) – Cedar Works
  • Certified Public Accountant
  • Lean Six Sigma Green Belt (LSSGB) - Process Optimization/Claims Handling

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