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Skills

  • Caseload management
  • Problem resolution
  • Inventory management
  • Customer service
  • Customer satisfaction improvement
  • Advanced MS Excel Data Analysis
  • Technical report writing
  • Invoice generation
  • Team management
  • Communications

Work Experiences

  • Advanced policy development processes.
  • Adhered to regulatory guidelines.
  • Developed a reputation for punctuality and hard work.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Kept my standard knowledge up to date by doing budget management and team leadership.
  • Assisted in the creation of metric procedures.
  • Finished method of project, which resulted in category.
  • Collaborated with cross-functional teams, including adjusters, legal counsel, and contractors, to expedite the resolution of claims, reducing average claim lifecycle by 83%.
  • Achieved a 95% customer satisfaction rating.
  • Saved money by developing functional solutions to method problems.

Summaries

  • Property Damage Claims Representative with more than 10 years of experience working for insurance companies with a strategic mindset.
  • Process and procedure have a proven track record.
  • Achieved successful settlement negotiations.
  • ServiceNow and Salesforce experts with exceptional interpersonal skills.
  • Proactive method professional who is successful in presenting information to policyholders using strong interpersonal skills.
  • Applied strategic customer service methodologies, improving claim resolution times and increasing customer satisfaction rates by 77%, while maintaining compliance with company standards.
  • Strategic planning in framework settings and project management in budget management settings.
  • Achieved an industry-leading customer satisfaction score of 46%.
  • Ability to recognize system issues and integrate process solutions to achieve framework.
  • Able to organize on-site inspections.

Accomplishments

  • Successfully negotiated settlements on high-value claims exceeding $66,000, consistently resolving disputes beneficial to both the company and the insured clients.
  • Handled 3 claims per week during peak volume periods, maintaining a 37% customer satisfaction rating and exceeding resolution targets by 43%.
  • Reduced first-year representative attrition by 40% through the creation of an enhanced support and feedback structure, improving overall employee retention.
  • Spearheaded a team initiative to cross-train employees on multi-stakeholder negotiations, enhancing the team's ability to close high-value claims more efficiently.
  • Implemented an audit/reporting framework that identified inefficiencies in claims validation, leading to process improvements and a 78% reduction in backlog.
  • Drafted and presented case escalations directly to senior management, resulting in faster resolution of contentious claims and avoiding potential legal costs.
  • Reduced claim processing time by 74% through the optimization of internal workflows and in collaboration with cross-functional departments, improving service delivery.
  • Significantly improved validation time for high-risk claims by partnering with outside vendors to verify damages and expedite case finalizations by 15 days.
  • Regularly achieved top performance metrics in both quantity and quality, as measured by company standards for claims resolution and claimant satisfaction.
  • Centralized claim documentation and implemented standardized checklists, contributing to a 69% boost in accuracy of both reporting and estimation.

Affiliations

  • Participant, National Association of Subrogation Professionals (NASP)
  • Member, National Flood Insurance Program Adjusters Cohort 2019
  • Attendee, National Catastrophe Conference on Claims Handling 2016
  • Member, Chartered Property Casualty Underwriters Society (CPCU)
  • Affiliated Member, National Association of Independent Insurance Adjusters (NAIIA)
  • Co-chair, Regional Property Insurance Adjusters Networking Chapter
  • Volunteer Mentor, Claims and Litigation Management Alliance (CLM) Young Professionals
  • Member, Insurance Law Institute for Property Claims Leadership Program
  • Regular Participator, American Association of Public Insurance Adjusters' Training Programs
  • Regular Contributor, Insurance Institute of America (IIA) Workshops

Certifications

  • CompTIA Network+
  • Certified Insurance Service Representative (CISR)
  • Construction Risk and Insurance Specialist (CRIS)
  • Microsoft Office Specialist (MOS)
  • CompTIA Security+
  • Associate in Claims (AIC) - method
  • Environmental Health and Safety Certification (EHS) - Meridian
  • Associate in General Insurance (AINS)
  • Xactimate Level 1 Certification - Salesforce
  • Association for Project Management (APM)

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