Customer Service Insurance

Shalonda R. Brown

**** ***** *********

Fredericksburg, Va 22401

Cell -540-***-****

Objective: Auto Insurance-APD Adjuster/Customer Service

Abilities

** **** ***** ** ******** service

Excellent written and verbal communication skills, with an eye for detail

Extremely productive in a high volume, high stress, environment

Self Starter with a can do attitude

Proficient in Microsoft Word, Excel, AS400, Phoenix Systems, Izzy System and CCC

Pathways

Property & Casualty License GA, KY, CT & SC

Employment History

2008-Present Omni Insurance Company, Atlanta, GA

Initial Action Rep/APD Adjuster

I take first reports for policy holders. I set up coverages, reserves

for the claims I process. I set up assignments and send over

assignments to the adjusters. I answer complaint calls, inbound calls,

and make outbound calls if necessary. I provide claims status and

update when appropriate. I train new hires. I act as a team lead when

necessary. I quality check my team's errors on claim set ups. I set

up claims for four different companies. I work on the IZZY system,

AS400, and Phoenix systems. I fax claims to different offices and

receive incoming emails and handle them accordingly. I am also a

property damage adjuster. I handle fast track,simple and complex

claims. I take recorded statements,negotiate and settle claims. I

handle total losses and make offers. I handle all incoming

emails,voicemails and mail on the claim. I also handle some simple

BI/PIP claims.

2007-2008 West Asset Management, Fredericksburg, VA

Student Loan Collector

I collect on defaulted student loans for the federal

government. I review accounts daily and make the decisions

for the appropriate actions (wage garnishments,

rehabilitation programs, income contingent plans, payment

plans) to be taken. I also handle incoming calls, complaint calls and I

make outbound calls to the borrowers.

1999 – 2007 Geico Insurance Company, Fredericksburg, VA

2004-2007 Payment Recovery Examiner I and II- I investigate,

pursues, negotiates and settle payment recovery claims or

secures recovery of payment, recovery claims through adverse carriers,

Arbitration, claimants directly, attorneys

or collection agencies; my major functions include:

I investigate Customer Service Representatives (CSR) files

by contacting witnesses, obtaining the policyholder

statements. Orders the police reports and updates complete

claimant information. Run the tag trace for claimant owner

information and adverse information.

Contacts claimant for their statement and their facts of

the loss and adverse information. Updates information into the file

Close higher level liability files negotiations settlements

with supervisor guidance. On occasion finishes

investigation as evidence is uncovered and entered into the file.

Contacts adverse, verifies coverage and makes first report.

Faxes or e-mails subrogation documents.

Calls policyholder and advises of subrogation process and

if comparative negligence applies.

Educates them of percent negligence liability has placed on

them and of out of pocket expense procedures.

Then keeps policyholders updated by phone and letter every

30-45 days or if anything major develops on their file as

well as contacting adverse to get status from them on payment and

liability.

Must review rental and total loss paperwork before

negotiating any cuts adverse wants to make in our

estimates; but first we must be able to locate the paperwork as well as

the tow bills.

I answer policyholder internet inquiries within one hour of

receipt; receive emails from other

departments as well as notification from arbitration forums on

decisions.

Handle incoming mail on all files

Work and maintain two diaries

File arbitrations

Prepare files for suit and collections

Run asset checks

Set up payment plans for claimants

Return deductibles and make sure payment are posted to the

correct features and if not, correct

payments when the cashier’s office post them incorrectly

Help in the CSR when service levels are low or when there is bad weather

2002 -2004 Geico Insurance Company

Glass Specialist

As a Glass Specialist, I setup appointments with glass shops for our

policy holders that experienced glass breakage of their automobiles:

I provided my customers with customer’s service by handling

glass claims; I ensured that our customers were aware that

Safelite was the contracted carried for Geico.

I was instrumental in ensuring that each customer received

the highest and best customer service that I could provide.

Processing claims to Safelite and ensured

payments were processed and received to our contractor.

On numerous occasions I was called upon to oversee the

entire section in the absence of my immediate supervisor.

1999-2002 Geico Insurance Company

Emergency Road Service Dispatcher

As an Emergency Road Service Dispatcher, I dispatched tow trucks to customers, with

disabled vehicles to include:

Lockouts

Winches

Gas

Flat-tires

Auto accidents

Paid Emergency Roadside tow bills

On numerous occasions I was called upon to oversee the

entire section in the absence of my immediate supervisor.

1998 -1999 Fredericksburg Public School System, Fredericksburg, VA

Cafeteria Assistant

As the Cafeteria Assistant I was responsible as the head cashier, I cooked, stocked and

performed inventory. I oversaw cafeteria duties during state regulated inspections,

ensuring that we would meet all codes and regulations during inspections.

References Furnished Upon Request

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