Customer Service Manager

Jeanette Eberhart

**** ****** **** #**

Roseville, California 95661

951-***-****(c)

*********@*****.***

OBJECT IVE:

To obtain a challenging position in a growth-oriented organization, as an analyst,

consultant, claims examiner or manager which will allow me to utilize my critical thinking

skills, effective decision making skills and leadership skills.

P ROFESSIONAL EXPER IENCE :

Began career as a subrogation specialist and progressed to increasingly more challenging

and complex positions. Excellent bi-lingual (Spanish-English) communication, negotiation

and customer service skills.

• HR/Risk Management Consulting, Medical care coding systems, including but not

l imi ted to ICD-9 DM, CPT, Facilitated Medical Record Reviews

• Accounts Receivable, Accounts Payable, Inventory Control

• PC Proficiency, M icrosoft Office, Outlook, Excel, People Soft Financial, Cit r ix, Go to

Meeting

• Training and Development, Excellent verbal and wri t ten communication skills

• Top People Skills, Conflict Resolution, In f luencing and Sales Abili ty, Team Builder

• Claims Adjuster, Multi-line Adjusting Experience, Professional Liability

• Provided comprehensive wri t ten and verbal reports to clients

• Negotiation in mediation, Settlement conference, Small claims court experience

• Analyzed claims practices and investigated customer complaints

J enkins I nsurance Group - Leavitt Group, Sacramento, CA, Senior Claims

A dvocate, (November 2009 - March 2011) Provided high-level support by conducting claim

research. Was responsible for timely and professional analysis, consultation and negotiation

of complex or potential claims with clients' and claim adjusters from various insurance

carriers. Reviewed and analyzed client losses information to determine loss t rends and

other claims challenges.

K athleen Cook, Farmers Agency, Woodland H ills, CA, Claims Marketing Consultant,

(July 2008 - November 2009) Supported the profitable growth and retention of large

Commercial Property & Casualty accounts. Executed loss cost containment initiatives

t hrough detailed analysis of claim results. Established appropriate quality measures;

monitored results to ensure high quality service delivery while upholding claim integrity

s tandards.

Allied/Nationwide I nsurance Company, Temecula, CA, Senior Claims Specialist,

(June 2006 - June 2008) Residential telecommute position, managed file pending of 200

m ulti-line files. Investigated evaluated, confirmed coverage and brought files to resolution.

Commercial and personal lines, general liability, bodily injury, property damage,

commercial auto, commercial and homeowner property losses involving, water losses,

contents, thefts, vandalism and business inter ruption. Attended mediation, settlement

conference and conducted scene investigations. Carried out strategies that enhanced

documentation and submission of the maximum allowable r isk adjusted diagnoses.

F rye Claims Consultation and Administration, Temecula, CA, Claims Consultant,

(July 2004 - June 2006) Investigated claims by interviewing claimants', insured’s and

w itnesses, consulted police and hospital records, and inspected property damage to

determine the extent of the company’s liability. Corresponded with or interviewed medical

specialists, agents, witnesses, or claimants to compile information. Consulted with other

p rofessionals, such as, accountants, architects, construction workers, engineers, lawyers,

and physicians, to receive a more expert evaluation of a claim when necessary. Updated

appropriate parties as needed, report writ ing which provided new facts as they became

available in monthly reports. Telecommute position and t ravel up to 50% throughout the

U nited States.

American Claims Management, San Diego, CA, Bodily I nju ry Claims Adjuster,

(2003-2004) Verified and confi rmed coverage. Calculated benefit payments and approved

payment of claims within a certain monetary limit. Ensured accurate and timely benefit

payments and services. Responsible for large loss reports and resolution of coverage issues

to coverage commit tee for review of coverage analysis.

Ward North America, San Diego, CA, Field Multi line Adjuster, (2002- 2003)

I nvestigated claims by interviewing the claimants and witnesses. All claims handled, were

r un-off files for Villanova and Legion while in rehabilitation. Handled taxi program claims,

cargo claims, int ra/inter- state t rucking claims, product liabili ty, recreational product, and

p rofessional liabili ty claims to resolution. Ensured that claims were adjusted and processed

correctly according to established loss adjustment guidelines.

Berlin & Associates, San Diego, CA, Field Claim Examiner/Claims Supervisor, (1997

-2002) Planned, recommended, reserved and executed the investigation, valuation,

d isposition and settlement of claims. Reported directly to Vice President. Attended

settlement conferences, served on in-house panel for coverage commit tee and t rained new

s taff on file handling, auditing guidelines and company file handling procedures. Enhanced

my skills by mentoring offered to me by the Owner. Established appropriate performance

and productivity standards for the efficient processing of all claim-related t ransactions.

E xtensive t ravel throughout the US.

Coast National I nsurance, San Diego, CA, Claims Adjuster, (1996 - 1997) Handled

bodily injury, property damage claims and conducted in person and telephone audio-taped

or video-taped statements. Negotiated with claimants and insured’s to settle claim.

Universal Fidelity Corporation, I rvine, CA, Subrogation Claims Supervisor, (1993 –

1996) Was promoted to supervisor after six months as a subrogation adjuster. Managed

and assisted the claims department. Maintained claims database for r isk management.

Assisted in the containment of claim expenditures through implementation of settlement

agreements. Analyzed claims practices and investigated customer complaints. Supervised

s taff of ten employees. Administered complex, private and public liability programs as a

negotiator.

EDUCAT ION :

Ashford University, San Diego, CA

Organizational Management/Public Policy, Bachelor Degree (currently enrolled)

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