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Skills

  • Problem resolution
  • Project organization
  • Cross-functional collaboration
  • Automated Intake Systems
  • Document management systems
  • Decision-making under pressure
  • Customer service
  • Complaint Escalation Management
  • KPI Tracking and Reporting
  • Client Satisfaction Improvement

Work Experiences

  • Achieved 100% precision in documentation.
  • Established a solid client base by identifying company resources, determining client risk factors, and promoting solutions.
  • Addressed issues following category.
  • Achieved customer satisfaction ratings of 83% or higher.
  • Collaborated with underwriters to assess risk factors.
  • Followed strict security and safety procedures to protect the company from financial losses resulting from theft or careless mismanagement.
  • Collaborated with third-party vendors.
  • Analyzed loss reports for ServiceNow claims, identifying patterns that informed the strategy for loss prevention and reduced future claims by 68%.
  • Answered 17 calls per two years to help customers with their questions and concerns.
  • Avoided potential litigation on claims.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Assessed risk for more accurate premium adjustments.
  • Achieved client satisfaction rates of 83% % or higher.
  • Achieved a 38% reduction via automation.
  • Analyzed loss reports.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • With 18 years of hiring and development experience, I am driven and dedicated.
  • Boosted average satisfaction scores by 18%.
  • Adept at collaborating with underwriters.
  • Strengths in risk assessment and data analysis backed up by Miscellaneous training.

Accomplishments

  • Analyzed large quantities of loss data, identifying key trends that reduced claim frequency by 61% over 5 months.
  • Provided consistent, accurate loss reports to senior leadership that contributed to successful forecasting and decision-making processes.
  • Trained and supervised a team of 18 associates, ensuring alignment with both regulatory and internal compliance standards.
  • Spearheaded a review of end-to-end loss reporting process, contributing to a major process overhaul that led to 42% % savings in administrative costs.
  • Reduced financial discrepancies in high-volume claims by designing a proactive auditing system that saved the company $144,000.
  • Assisted in drafting policies to ensure regulatory compliance with system, reducing legal risks by 25% %.
  • Achieved ITIL to enhance regulatory knowledge, thereby improving the accuracy of reports and ensuring compliance in 2024.
  • Optimized the utilization of Power BI for loss documentation, reducing manual entry time and enabling faster review of claims.
  • Collaborated with team of 17 in the development of program.
  • Met and exceeded service level agreements (SLA) in loss documentation by increasing speed and accuracy in handling of 11 cases.

Affiliations

  • American Institute For Chartered Property Casualty Underwriters (AICPCU)
  • Project Management Institute
  • American Academy of Professional Coders (AAPC), specializing in insurance claims
  • International Federation of Risk and Insurance Management Associations (IFRIMA)
  • National Association of Subrogation Professionals (NASP)
  • Property Casualty Insurers Association of America (PCI)
  • Certified Property Casualty Underwriter Society (CPCU Society)
  • Northeast Claims Association (NCA)
  • National Association of Insurance Commissioners (NAIC)
  • American Medical Informatics Association

Certifications

  • ISO 9001:2015 Quality Management Systems Certification
  • Certified Contract and Claims Negotiation Specialist (CCCNS)
  • Fraud Prevention and Detection for Insurance Professionals
  • Certified Business Analysis Professional (CBAP)
  • Certified Insurance Counselor (CIC) – National Alliance for Insurance Education & Research
  • Fundamentals of Insurance Operations - Cedar Works
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Six Sigma Green Belt Certification - Process Improvement for Claims Processing
  • Certificate in Insurance Fraud Awareness - program

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