Customer Service Manager

Kellie Bethea

Woodstock, GA ***** 678-***-**** ************@*******.***

linkedin.com/in/kellie-bethea-0b1157149/

Bodily Injury Claims Adjuster

Dedicated and experienced bodily claims representative with proven expertise in performing extensive and complex investigations into cases in order to come to a fair and complete resolution for every case. Skilled at managing projects from the requirements gathering/needs identification phase through to completion. Recognized as a hands-on manager with outstanding leadership, interpersonal, communication, and relationship-building skills. Easily multitasks in highly competitive, challenging, and fast-paced environments.

AREAS OF EXPERTISE

Insurance Claims Management

Motivational Leadership

Negotiation Skills

Case Management

Organizational Management

Complex Problem Solving

Insurance/Policy Coverage

Medical Billing & Coding

Customer Service Orientated

Time Management Skills

Critical Thinking

Communication Skills

PROFESSIONAL EXPERIENCE

Club Claim Manager Aarons, Kennesaw, Georgia

2017 - Present

Monitor liability claims from start to finish: verifying and updating information on submitted claims, reviewing the policy to determine which charges are eligible for reimbursement, reconciling a claims adjuster's estimates, negotiating payment to all parties and following up toensure that payments were made.

• Performed root cause analysis and prepared formal documentation and presentations for senior management.

Level Three Casualty Representative Assurance America, Atlanta, GA

May 2012 - October 2017

Reviewed individual claim files to determine compliance with policy/procedures and provided results of review to claim representatives; monitored and revised case reserves to ensure accuracy to cover expected losses. Ensured prompt, efficient, and accurate claim payments by maintaining necessary claim controls and guidelines, thereby providing high levels of customer service.

• Worked to make certain that all claims were managed in compliance with regulatory requirements and company guidelines.

• Proactively collaborated with Optum and Medicare to negotiate liens.

• Knowledgeable in reviewing ICD codes regarding injury diagnosis.

Branch Auto Claim Representative Auto Owners Insurance,

October 2011 - May 2012

Investigated personal and commercial auto claims. Provided quality claim handling throughout the claim life cycle (customer contacts, coverage, investigation, evaluation, reserving, negotiation and resolution) including maintaining full compliance with internal and external quality standards and state specific regulations.

• Repeated successes working with third parties and attorneys to negotiate and resolve bodily injury claims.

• Proven ability to manage time effectively to communicate with a variety of internal and external stakeholders in a high-volume and fast-paced environment.

Field Claim Representative Georgia Farm Bureau, City, State

September 2008 - October 2011

Investigated and evaluated claims involving personal and commercial property, casualty, auto and liability to ensure accurate settlements. Examined insurance policies to determine insurance coverage and conducted interviews with insureds, claimants, and witnesses.

• Prepared and reported findings and negotiated settlements with insureds and claimants.

• Successfully managed time and worked on multiple projects while maintaining accuracy and customer service.

Additional Experience:

Field Claim Representative Cincinnati Insurance, Woodstock, GA

Bodily Injury Adjuster Hartford Insurance, Atlanta, GA

Auto Material Damage Adjuster Grange Insurance Co., Columbus, OH

EDUCATION

Bachelor of Arts in Political Science University of Georgia, Athens, GA

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