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Skills

  • Coverage determination
  • Supervision
  • Claims resolution management
  • Regulatory compliance
  • Fraud detection in claims
  • Mentoring and training employees
  • Team building
  • Field team coordination
  • Data-driven decision making
  • Project organization

Work Experiences

  • Achieved results in 2022.
  • Achieved resolution without errors.
  • Had an excellent attendance record and was always on time for work.
  • Assisted with glass repair and replacement.
  • Communicated policy details and coverage limits clearly with customers, reducing escalation by 41% over 2023.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Arranged for quality replacements.
  • Avoided litigation.
  • Collaborated with field adjusters.
  • Analyzed claim metrics for trend identification, delivering insights to higher management that enabled policy reviews and cost-saving measures.

Summaries

  • Consistently exceeded company resolution targets.
  • Customer-focused Glass Claims Representative.
  • Capable of providing emergency response for glass damage claims, delivering timely first contact and follow-up within 8 hours.
  • Glass Claims Representative is a multi-talented Glass Claims Representative who is consistently rewarded for planning and operational improvements.
  • Achieved results without increasing headcount.
  • Glass Claims Representative with 14 years of successful strategic planning and process improvement experience.
  • Consistently reduced glass replacement times by 32% hours.
  • Customer-focused Glass Claims Representative adept at offering guidance to policyholders, maintaining a 71% customer satisfaction rate while reducing escalations by 17%.
  • Accomplished Glass Claims Representative with strong time management skills, maintaining over a 64% timely resolution rate in high-volume environments.
  • Consistently exceeded resolution targets by 17%.

Accomplishments

  • Developed a fast-track workflow for small claims, closing 64% of cases within the first 3 hours.
  • Accelerated approval timelines through effective negotiation, securing settlements 77% faster than industry average.
  • Reduced vendor repair cost discrepancies by identifying quality control gaps across 2 approved service centers.
  • Documented and resolved framework which led to process.
  • Handled 15 incoming glass claims per week, achieving a 78% reduction in call transfer rates through first-contact resolution.
  • Established a new process flow that decreased claim payout processing for minor glass repairs by 65% hours.
  • Completed claim assessments for 16 glass-related incidents monthly, consistently hitting resolution targets ahead of schedule.
  • Resolved complex commercial glass claims for oversized vehicles by collaborating with specialized service technicians.
  • Achieved a 49% increase in customer satisfaction scores by providing clear, concise information on policy coverages.
  • Collaborated with insurance underwriters to set realistic timelines and improve claim approval rates by 80%.

Affiliations

  • Committee Member, Automotive Glass Industry Council (AGIC)
  • Property Insurance Claims Association
  • International Council of Nurses
  • Certified Claims Professional in 2020, Claims Management Association
  • Association for Computing Machinery
  • Project Management Institute
  • American Society of Appraisers – Auto Insurance Division
  • Association of Insurance Compliance Professionals (AICP)
  • Freemason
  • Society of Women Engineers

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Auto Glass Technician Certification (AGSC) - 2023
  • Certified Customer Support Specialist (CSS) - Cedar Works
  • Certified Fraud Examiner (CFE) by Association of Certified Fraud Examiners (ACFE)
  • Certified Auto Appraiser (CAA) - Massachusetts
  • Certified Claims Examiner (CCE) by North Carolina
  • ISO 9001 for Claims Standardization - Northwind
  • Certified Automotive Glass Specialist (CAGS) by National Glass Association
  • Glass Deductible Waiver Training - initiative

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