Customer Service
Resume:
VERONICA GONZALEZ
** ******** ******, **********, *********** 06040
*********@*****.***
~ INSURANCE ADJUSTER ~
Area of Focus: Property Damage Specialty
QUALIFICATIONS PROFILE
Dynamic, dedicated, and performance-focused professional, offering broad-based experience in the property damage insurance industry; with focus in claims loss and handling, liability evaluation, and general management. Armed with comprehensive knowledge in analyzing damages and causes, interpreting key policies, and effectively negotiating payment solutions, with aptitude in fostering a positive working environment. Equipped with well-defined management, communication, organizational, and time management skills. Highly trainable; recognized for delivering high-quality work on time, managing a broad range of responsibilities, and striving under pressure. Bilingual in English and Spanish.
CORE COMPETENCIES
Claims Management and Investigation
Policy Interpretation
Damage Assessment
Insurance Policies, Processes, and Operations Customer Service and Relations
Strategic Planning and Analysis
Regulatory Compliance and Standards
Rapid Conflict Resolution
PROFESSIONAL EXPERIENCE
SENIOR CLAIMS REPRESENTATIVE Liberty Mutual Insurance Company, Latham, NY Aug 2006–Present
- Assume full accountability in proficiently analyzing claims to identify the extent of the company's liability, provide approval or denial decisions, and effectively negotiate settlements with claimants in adherence to policy provisions.
- Preside over process claims as well as high volume of incoming calls with approximately 25 to 50 daily.
- Conduct thorough investigation, assessment, and identification of key coverage.
- Proficiently interpret the aligned policy across various states and jurisdictions.
- Initiate the oversight and evaluation of total losses; consequently providing decision-making techniques and processes on claims and local laws.
Notable Achievements:
- Received the following awards and recognition for insurance expertise and outstanding dedication to work:
- Excellence in Customer Service award, 2009
- MVP of Claims, 2007
- Two awards for excellent referrals by the Special Investigations Unit (SIU) Task Force
- Maintained constant coordination with insurance agents and interview claimants in continually modifying errors, resolving omissions, and investigating questionable issues.
- Accomplished liability investigation by utilizing the COA tool, a tool used by claims adjusters to facilitate consistent settlements across a wide array of accident scenarios.
- Optimized productivity in closely rendering inspections, capturing photographs, and assessing damaged vehicle.
JOB TITLE Safeco Insurance Company Latham, NY Apr 2001–Jul 2006
- Answered and settled customer inquiries, complaints, billing questions, and payment extension/service requests.
- Progressively led and located resources for problem resolution initiatives; designed and executed best-option solutions companywide.
- Rendered strategic and expert assistance to policyholders in handling all related concerns within a busy and fast-paced call center environment.
CREDENTIALS
Certified Arbitrator: 2012 Arbitration Forums, Inc., Tampa, FL
Property and Casualty (P&C) Insurance License, State of Florida: 2009 University Of Central Florida Division of Continuing Education, Orlando, FL
TECHNICAL ACUMEN
Microsoft Office Suite (Word, Excel, and PowerPoint) 10-Key Data Entry Internet Applications
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