Customer Service Manager
Resume:
Darlene G. Taylor
Ooltewah, TN 37363
C: 423-***-****
Email: **********@*******.***
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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