Customer Service Manager

Darlene G. Taylor

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

Ooltewah, TN 37363

C: 423-***-****

Email: abmzq6@r.postjobfree.com

Objective: To obtain a position in which my education and experience will

be utilized to provide exceptional service.

Experience: U.S. Xpress, Inc; September 2007 to August 2009;

Chattanooga, TN

Sr. Claims Case Manager/Bodily Injury Examiner

* Determined company liability for claims involving

bodily injury and property damage.

* Provided customer service via telephone and

correspondence to assist with issues relating to

property damage and injury claims.

* Negotiated rates with auto repair shops, rental

agencies, tow companies, and medical facilities.

* Subrogated against insurance companies for company

damages.

* Reviewed the extent of damages or injury to

determine if outside adjusters and/or attorneys

were needed at the scene.

* Identified and coordinated the gathering of

information necessary to effectively analyze the

claim.

* Assisted with development of defense for

litigation by providing input on the strategy of

managing the claim.

* Attended mediations with full settlement authority

of company.

* Set and adjusted reserves as warranted.

* Advised senior management on large losses.

* Attempted to limit financial exposure through

negotiations.

* Utilized Microsoft Word, Excel, WordPerfect,

Outlook and AS 400.

State Farm Insurance Company; October 1998 to September

2007; Chattanooga, TN.

Claim Representative

* Focused on customer retention by providing quality

claim service.

* Processed outstanding billing invoices for

attorneys, outside vendors, and tow companies.

* Provided relief to clerical staff by answering

phone lines, assisting customers, and issuing

payments.

* Calculated value of vehicles determined to be a

total loss and resolved claim with owners.

* Protected policyholders by investigating,

negotiating, and settling third party claims.

* Negotiated and concluded bodily injury and property

damage claims with plaintiff attorneys.

* Worked with defense attorneys to provide the

policyholders with an appropriate defense strategy.

* Participated in both company and court mandated

mediations and arbitrations.

* Provided prompt investigations and resolutions to

coverage issues relating to the policy.

* Managed a claims inventory in an electronic

environment.

* Handled all aspects of litigation claims.

* Conducted scene investigations, secured recorded

statements of involved parties, and inspected

damaged property.

* Utilized Microsoft Word, Excel, WordPerfect, and

Outlook.

Kelly Temporary Service; June 1998 to October 1998; Bowling

Green, KY

Temporary Employee

* Provided clerical support and customer assistance

to a variety of businesses.

Fruit of the Loom Corporate; February 1998 to June 1998;

Bowling Green, KY

Planning Assistant

* Assisted management with tracking of garments sent

to out of the country facilities for sewing.

* Acted as liaison between domestic manufacturing

facilities and overseas sewing facilities.

Brescia College; 1996 to 1998; Owensboro,

KY

Admissions Counselor/Financial Aid Assistant

* Assisted students with request of disbursement of

state and federal financial aid.

* Supervised work study students for the office.

* Developed and participated in marketing strategies

to attract potential students.

* Used personal interaction and written

communication to develop name brand recognition of

both the college and myself.

Education: University of Kentucky, 1985 to 1989,

Bachelor of Arts

References: Available upon request

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