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VERONICA CASTILLO

**** ***** *** ** *******, OH 45439 aculbx@r.postjobfree.com

Phone: 937-***-****

QUALIFICATIONS

I am a motivated and results-driven professional with a proven record of exceptional performance. I have a diverse educational and employment background. My qualifications are not one dimensional and I am always eager to learn more. My skills include multiple system usage, training, piloting, interviewing, investigation, compliance, and accounting functions.

Proven skills in ownership, initiative, and leadership with strong communication skills

Experience in identifying and designing solutions and tools for process improvement

Effective project management skills and advanced working knowledge in compliance

Proven experience in high volume fast paced environment with the ability to easily adapt to change.

Expert in analyzing, interpreting, estimating loss cost, and accounting functions

Experience in negotiations and settlements in excess of $100,000

Ability to interpret medical reports, understanding of human anatomy, and ICD-9 codes EDUCATION

Associate of Science degree- Administration of Justice- Tidewater Community College (2010)

Bachelor of Science Degree- Organizational Leadership- Indiana Institute of Technology (2012)

Master of Science- Human Resource Development- Indiana State University (in progress) PROFESSIONAL EXPERIENCE

Liberty Mutual Insurance- Fairfield, OH

Commercial Lines Personal Injury Protection Specialist 11/2014- Current Responsible for an average case load of 120 claims. I conduct coverage investigations, process coverage denials, and afford personal injury protection and medical payments coverage on 1st party commercial auto claims. I review and determine expected costs for injury related treatment and set appropriate financial reserves. I order, evaluate, and research and interpret medical records and medical bills. I draft payments to medical providers and attorneys as well as settle medical liens which include Medicaid and Medicare. In addition I request refunds due to overpayments, compare ledger entries to system payments, locate, process/fix/update monetary discrepancies for myself as well as my team.

Liberty Mutual/ Safeco- Fairfield, OH

Bodily Injury Claims Specialist 11/2012- 11/2014

Responsible for an average case load of 140 claims. Investigated personal auto liability claims, determined coverage and liability, conducted recorded interviews, conducted research and background/history checks, set financial reserves based on expected loss costs for injury and property damage, reviewed, negotiated, and processed subrogation demands. Ordered medical records, evaluated records, determined fair value for each injury, negotiated general damages (pain and suffering) with attorneys and injured third party claimants, and negotiated liens with third party insurance companies as well as medical facilities. I issued settlement checks, property damage checks, rental vehicle/rental reimbursement checks, Medicare/Medicaid liens. Liberty Mutual/ Safeco Claims – Fairfield, OH

Claims Contact Center Quality Assurance Specialist 10/ 2011- 11/2012 Monitored and conducted audits on calls into the claims contact center. Audited file documentation and provided ongoing coaching and feedback to the customer service representatives. I provided training on workflow expectations and changes. Worked as a liaison between supervisors and operations managers in ongoing calibration process where workflow and scoring expectations were communicated. Conducted call audits of ongoing trends that led to process improvement and workflow initiatives which I oversaw. Partnered with the training department to develop training content as well as maintained a close relationship with all training and management staff in the contact center as well as claim leaders in order to properly develop staff, maintain a pulse on training needs, and worked to fill the gaps. Worked independently as a part of a virtual team. Liberty Mutual- Agency Markets- Indianapolis, IN 05/ 2010- 10/2011 Inside Claims Specialist

Handled liability non injury claims with an average case load of 150 claims per month in 3 claims system. Reviewed policy coverage, set financial reserves, investigated and communicated liability decisions, processed subrogation demands, drafted payments, assigned staff appraisers, independent appraisers, and network shops for inspections and vehicle repair, and reserved rental vehicles. In addition, I was the team subject matter expert, trained and mentored new and existing employees and assisted with the implementation and piloting of various process improvement/workflow changes.

Liberty Mutual Agency Markets- Indianapolis, IN 01/ 2009- 05/2010 Total Loss Adjuster

Settled total loss auto claims with settlements up to $50,000 in 3 claims systems with an average pending of 125 claims per month. Negotiated settlements with first and third parties, negotiated settlements with attorneys, researched value based on the local market, processed title paperwork, issued payments, and was responsible for educating consumers on how value is determined, what salvage means, and their state requirements. In my role I have participated in special projects, process improvement changes, and led department meetings in regards to workflow changes.

Liberty Mutual Agency Markets -Indianapolis, IN 04/2008- 01/2009 Claims Service Technician:

Responsible for an average pending of 125 claims Investigated personal, commercial, and general liability claims, determined liability, conducted recorded interviews,conducted research and background/history checks, handled med pay which included reviewing medical records and approving or denying treatment, analyzed potential loss cost and set claim reserves, processed subrogation demands, reviewed policy coverage and issued payments. Safeco Insurance Agency Markets -Indianapolis, IN 04/2007-04/ 2008 Customer Service Professional:

Answered inbound calls from customers reporting auto and property loss, made follow up calls to get statements from all parties involved in accident, scheduled vehicle inspections, reserved rental vehicles, advised of liability decisions, and reviewed policy coverage.

Tidewater Community College-Portsmouth, VA 01/2007-04/2007 Full-time Student

Administration of Justice

West Corporation Teleservices-Hampton, VA 2005- 2007 Customer Service Professional (Apr. 2006 to Jan. 2007) I answered over 70 inbound calls from AT&T wireless customers daily. I posted payments to accounts, processed new activations, conducted troubleshooting to the wireless phones, researched account history, assisted with retaining customers, and provided excellent customer service. Floor Supervisor and Support Specialist (Jul. 2005 to Apr.2006) I supervised a team of 15 customer service representatives. I coached and mentored through quality assurance. I answered questions regarding patient information and activity on accounts. Conducted supplemental training classes on areas where I felt the customer service representatives needed the most assistance such as Medicare part D. Took escalated calls, issued points for attendance violations, printed daily schedules, and responsible for the clock in/out report.

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