Customer Service Insurance

Brooke Megan Dove

**** ***** ****** ***** ********, MD 21045• 240-***-****• *********@*****.***

Education

Bachelor of Science degree Business Administration

University of Maryland, University College, Adelphi, MD

Insurance Claims Consultant

Career Profile

• Outstanding communication skills and proven track record of negotiating with claimants,

attorneys, brokers and insurance carriers.

• Adept at loss analysis and forecasting, claims administration and safety assessments.

• Handled more than seven hundred litigated and non-litigated claims.

• Analytical, thorough, ethical, driven and committed.

• Enthusiastic and experienced in working efficiently with others for positive results.

Core Competencies

Automotive Liability Loss Control Programs Litigation Management

General Liability OSHA Compliance Loss Forecasting

Workers’ Compensation Property Damage Claims Certificates of Insurance

Professional Experience

Hillstone Restaurant Group, Bethesda, MD February 2002-July 2007

Customer Service Representative

• Worked as a Customer Service Representative, Food Server, Bartender and held a key

management position of Head Trainer among the training team.

• Played a key role in teaching the proper language and communication standards to trainees.

• Prepared and ensured proper implementation of training manuals to anticipated

employees of

• the restaurant.

• Ensured effective customer satisfaction and service for future sales of the company.

• Used creative thinking for staff sales motivation.

• Assisted management and staff members with opening and closing duties of the restaurant.

Sunburst Hospitality Corporation August 2007-Present

Risk Management Claims Consultant

• Follows up on new and existing insurance claims to ensure corporate office and the

Insurance adjusters have received sufficient investigation information.

• Ensures that constant communication occurs between hotels and the adjusters regarding

their relative claim activity.

• Requests witness statements, photographs, lock interrogations, ice and snow logs, scene

diagrams, and other supporting documentation in the event a claim is pursued.

• Identifies and advises hotels of trends and recommended course of actions pertaining to their

relative claim activity.

• Corresponds with adjusters and legal professionals to ensure claims are closed in a timely

fashion.

• Proficient at updating a detailed task system for high exposure and complex claims.

• Maintains proper and organized paperwork for claims that have been deemed to be in

litigation.

• Reviews case summary reserves provided by the adjusters to ensure the appropriate

monetary reserves are assigned.

• Produces well - developed action plans for claims valued at 10K and above.

• Manages personal caseload effectively in accordance with claim standards.

• Provides education to newly hired hotel staff in the area of accident investigation when

needed.

• Participates in quarterly claim reviews between insurance carriers and brokerage firms.

• Continually increasing knowledge of the most recent Medicare and Medicaid legislature

changes.

• Corresponds with nurse case managers frequently to ensure all parties understand the

medical status and future handling of claims.

• Frequently monitors indemnity claims to ensure a full duty return work status is achieved.

• Encourages denial rationalization with adjusters if the corporate office believes hotel’s

investigation has established liability is not present.

• Corresponds with adjusters to confirm vocational rehabilitation is the appropriate course of

action for certain claims of complexity.

• Communicates claim activity and processing with the injured party and the adjuster while

maintaining professional relationships.

• Prepares multiple loss runs of workers’ compensation claims reported to help implement

rigorous return to work standards.

• Produces wage statements for workers’ comp employees for multiple states including,

Maryland.

• Performs detailed quarterly reviews of OSHA logs from all hotels to ensure they are updated

throughout the year.

• Produces transitional job descriptions for employees who are assigned work restrictions.

• Attends safety audits with insurance broker to increase knowledge of hotels and the

implementation of the loss control program.

• Provides staff safety prizes to each deserving hotel based on rules of the program.

• Logs incoming monthly safety packets and provides constant feedback for the loss control

program.

• Works directly under risk manager on various tasks including, flood policy renewals,

certificates of insurance and property and casualty insurance renewals.

• Performs other administrative duties that may be dictated by department circumstances.

• Reviews insurance bills for accuracy and submits to the finance department for timely

payment.

• Monitors property damage incidents and facilitates the required legal action, if reimbursement

is not received from the at fault party.

• Assembles and monitors casualty loss invoices for submission to a captive program.

Memberships & Affiliations

Member, Hurricane Recovery Effort. Member since March 2005

Involved in an ongoing recovery project to help clean and rehabilitate housing for people

affected in the New Orleans area by Hurricane Katrina.

Contact this candidate