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Click here or scroll down to respond to this candidateCandidate's Name
Aurora, CO Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEWilling to relocate.Authorized to work in the US for any employerDedicated employee with over twenty five years experience in customer service. Consistently achieved high customer satisfaction ratings, superior employee job satisfaction feedback, and successful turnaround of underperforming teams. Lead by example and ensured execution of all quality and performance goals. Inspired a shared, enthusiastic commitment to customer service as a key driver of company, team, and individual goal attainment.Areas of Expertise Complaint Handling & Resolution Reading Reports & Identifying Trends Customer Service Driving Efficiency & Satisfaction Interpersonal Communication Learning New Computer Programs Positive Team Contributor Identifying Trends Creative Problem SolvingWork ExperienceClaims AdjusterTravelers Insurance -Centennial, COMay 2022 to PresentManaged a portfolio of 150 claims in 14 states in various stages for parties involved in motor vehicle accidents. Resolved complex coverage and liability. Resolved property damage with assistance from field team. Completed initial injury reviews, ongoing and final injury evaluations and settlements. Handled claim from first report of represented and non represented injured parties including on-going communications with both insured and third parties, medical providers, attorneys, and other involved parties. Accurately determined, documented, and evaluated injuries and damages. Responded to demand packages and negotiated claims to final settlement. Was chosen as go to coworker for specialized program assisting with medical bill evaluations to assist colleagues with its operation and understanding.Case AnalystFranklin D. Azar & Associates -Greenwood Village, COJune 2018 to PresentManaged a portfolio of seventy non-litigated cases in various stages for clients involved in motor vehicle accidents. Completed initial client meetings as well as on-going communications with clients, medical providers, insurance claims adjusters, and other involved parties. Ensured client injuries and damages were properly addressed, evaluated, and compensated. Prepared demands on behalf of clients to establish case values with insurance company and negotiated cases to settlement with proper approval and authority.Claims Team LeaderAUTO CLUB OF SOUTHERN CALIFORNIA -Long Beach, CASeptember 2009 to October 2013Provided leadership and guidance in achieving established team and unit goals. Oversaw all files within team to ensure that quality and regulatory requirements were met. Analyzed the quality and outcome of the claims-handling process. Full supervisory responsibilities for a team of eleven Claim Representatives. Responsible for ensuring compliance with company policies and personnel issues which included coaching and counseling of employees. Responsible for coaching performance evaluations and completion of performance reviews. Monitored and reported results, and provided effective feedback. Implemented hiring and termination actions as well as salary related issues. Provided ongoing training, execution of improvement plans, and development of claims staff.Casualty Implementation SpecialistPROGRESSIVE INSURANCE - Northern & Southern CAJanuary 2008 to May 2009Responsible for California injury quality and performance with direct assignment to nine branches. Provided expertise as point person for all levels of the organization including regional, branch, team leaders, and claims representatives. Administered training which focused on the adjusting process for reviewing, investigating, evaluating, negotiating, and resolving injury claims with a focus on early resolution and attorney represented parties. Completed monthly and ad hoc reporting for individual site and state performance. Lead site quality and process audits. Provided feedback and intervention to site management to address performance deficiencies. Created and implemented action plans to address root causes of performance deficiencies. Communicated findings and action plans with upper management. Managed special projects and created training materials.Claims Branch Manager IIPROGRESSIVE INSURANCE - Northern & Southern CA -Torrance, CANovember 2005 to January 2008Promoted to manager position to recruit, train and supervise more than thirty-five claims adjusters and five team leaders. Provided day-to-day administrative and technical supervision for entire staff including: directing work assignments, scheduling, reviewing work in progress, and providing technical expertise. Handled all personnel actions including hiring, performance reviews, salary recommendations, and coordination of training and development. Managed file quality and ensured branch achievement of goals. Responded successfully to Department of Insurance inquiries and ensured compliance with all state and federal regulations. Fostered an environment in which customers enjoyed high levels of service and employees were motivated to deliver top performances.Claims Team LeaderPROGRESSIVE INSURANCE - Northern & Southern CASeptember 2004 to November 2005Successfully managed team of eight injury and property damage adjusters to produce high-quality files while exceeding performance measures.Claims AdjusterPROGRESSIVE INSURANCE - Northern & Southern CAMay 2003 to September 2004Proficiently obtained recorded statements, completed coverage and liability analysis, lean inventory management, as well as own completion of accurate property damage estimates and settlement of unrepresented bodily injuries.EducationBachelor's in Business AdministrationCALIFORNIA STATE UNIVERSITY - Northridge, CA. December 2001SkillsCUSTOMER SERVICE (10+ years)PROBLEM SOLVING (10+ years)Customer Satisfaction (10+ years)Negotiation (10+ years)Medical Terminology (10+ years)Process Improvement (4 years)Team Management (10+ years)Microsoft Office (10+ years)Presentation Skills (10+ years)Quality Management (6 years)Leadership Experience (10+ years)Claims Processing (10+ years)Conflict Management (10+ years)Recruiting (6 years)Reporting (15+ years)Problem Resolution (15+ years)Interviewing (6 years)Internal Audits (2+ years)Legal Research (3 years)Change Management |
