Senior Claims Management

ERICA N. STORY

Cell: 769-***-****

**********@**********.***

PROFESSIONAL SUMMARY

Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Talented Claims Professional with strong knowledge in claims management. Customer-service focused with management background in hospitality and property management.

CORE QUALIFICATIONS

*Microsoft Office (Word, Excel, PowerPoint, Access) *Customer Service

*Office Management *Multi-state claims handler

*Team Lead *Advanced knowledge of ECS

*Claims Professional *Trainer

*State Farm Auto Certification *State Farm Fire Certification

*Catastrophe Claims Adjuster *Xactimate user *Personal and Commercial policy knowledge *Audatex user

*State Licenses: TX, FL, KY, MN, LA, OK, GA, OR, WA, SC, MS, MI, WV, AZ, NC

EXPERIENCE

Kelly Services

Dallas, TX

Property Flood Claims Processor (National Flood Services) October 2017

Process property flood claims due to Hurricane Harvey and Hurricane Irma

Review and analyze documentation from field adjusters; ensure appropriate coverage applied

Process advance pay requests and approve property flood claim payments

Effectively communicate with customers, vendors and agents daily

Caseload of 140+/- files

Knowledge of the NFIP

Designated as commercial policy examiner

Create effective correspondence explaining approval, denial and/or appeal process

Maintain appropriate reserves per claim

Eberl Claim Services

Englewood, CO

Total Loss Claims Adjuster (State Farm Jacksonville, FL) December 2016- June 2017

Total Loss Claims Adjuster (State Farm Phoenix, AZ) August 2017- September 2017

Independent Claims Adjuster / Catastrophe Claims Adjuster

Investigate, evaluate, negotiate and settle total loss auto claims

Knowledge of policies, procedures, laws and statutes for total loss

File appropriate documents with corresponding state for owner retention

Arrange rental car services, towing services and recognized salvage issues

Use Audatex as an estimating tool

E. A. Renfroe

Birmingham, AL

Bodily Injury Adjuster (State Farm Greeley, CO) February 2016- December 2016

Verbal and written communication with policyholder

Strike Team- Assisting multiple adjusters on bodily injury tasks; multi-state

Maintained a claims inventory of 250+/-

Determine claim value and calculate payment within policy limits

Conduct thorough investigation; applied appropriate coverage

Written correspondence to injured third party and/or attorney representative

Partner with other internal units as needed such as SIU and Subrogation

Negotiate and settle claims with injured person or attorney

The Best IRS

Phoenix, AZ

PIP Claim Professional (State Farm St. Paul, MN) July 2014-December 2015

Communicate with policyholder, claimant and/or attorney representative

Manage medical claims per HIPAA guidelines in a team environment

Identify subrogation/investigation opportunities

Process pending claim payments once incurred

Properly document plan of action for each claim

Team Lead; Trainer; Mentor

Travelers Insurance

Houston, TX

Auto Claim Professional Dec. 2011-July 2014

Identified, verified and applied correct coverage

Commercial and Personal policy losses

Documented and identified Liability timely

Properly managed the medical process for PIP and BI Claims

Established timely and monitored appropriate reserves

Identified subrogation/investigative opportunities

Communicate with insured, claimant, vendors and attorney for claim resolution

Planned and executed resolution plans for each claim; 250+/- inventory

Managed dashboard with several action items: Appraisals, rentals and initial contact

CAT duty for Super Storm Sandy (2012)- Property claims

Use of Xactimate for property claims

Travelers Insurance

Houston, TX and Jackson, MS

Claims Customer Service Dec. 2008-Nov. 2011

Created insurance claims in call center setting.

Consultant to 2011 summer interns.

Provided quality customer service.

Resolve escalated calls from customers

Assistant in recruitment of new employees/testing.

Identified and resolved customer inquiries for claims

Residence Inn by Marriott

Jackson, MS

Assistant General Manager Aug. 2006-Aug. 2008

Managed 127 room extended stay hotel.

Primary contact for the property internal and external customers

Resolve escalated staff and customer disputes

Monitored room availability to maintain 95%+ occupancy

Interview, Hire and Onboard new staff; conduct on-going training; process payroll

Supervised personnel of 25 +/-

Fostered strong working relationships with all internal hotel departments.

EDUCATION

Bachelor of Business Administration: Business Management May 2009

Jackson State University, Jackson, MS

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