Project Manager Customer Service

BYRON HOLMES

**** ***** **** ***** ***** [pic] Glenn Dale, MD 20769 [pic]

******@***.*** [pic] 202-***-****

AWARD-WINNING PROJECT MANAGER/PROPERTY AND CAUSALITY CLAIM SPECIALIST &

INVESTIGATOR/ INSURANCE EXPERT

. INSURANCE: DETAIL-ORIENTED INSURANCE REPRESENTATIVE, INVESTIGATOR AND

SPECIALIST WHO IS A SALES CHAMPION, CUSTOMER-FOCUSED ENTHUSIAST AND

PROPERTY AND CASUALTY EXPERT.

. Management: Responsible project manager with knowledge and expertise in

the areas of problem-solving, communication, organization, relationship

management and reducing company costs.

CORE COMPETENCIES

MANAGEMENT PROCESSES Casualty Claims Compliance

Property & Casualty First Party Property Claims Documentation

Analysis Investigations Sales Management

Claims Adjustment Risk Assessments Customer Service

Property Claims Employee Training Effective Closing and

Market Knowledge Sales Planning Prospecting Skills

PROFESSIONAL EXPERIENCE

NAVY FEDERAL CREDIT UNION - VIENNA, VA

Insurance Claims Specialist, March 2013 to present

Job responsibilities:

. Assists members with their partial or total loss property damage by

reviewing their mortgage insurance property claims and providing

appropriate advice and guidance.

. Accurately determines investor guidelines and processes claims by

reviewing and evaluating loan documentation.

. Replaces damaged/lost items by reviewing repair contracts, estimates

and documentation received from homeowners.

. Documents the nature and scope of the claims.

. Promptly responds to member/inspection service and authorized third

party inquiries regarding their insurance claims.

. Authorizes and processes repair fund releases.

. Requests reports of selected accounts for review, processing and

remittance to insurance companies.

. Effectively responds to all billing and payment issues.

. Applies funds to the mortgage upon receipt of approved claim proceeds

from the insurance companies.

RAPHAEL & ASSOCIATES, INC - Rutherford, NJ

Catastrophic Representative, 2012 to 2013

Job responsibilities:

Resolved highly complex property claims by demonstrating excellent

file management, including proper documentation, coverage

determination, and estimation of claims damages.

Achieved customer-focused solutions by investigating, evaluating, and

negotiating 70+ property damage claims.

Successfully resolved claim issues in the midst of highly stressful

conditions.

Effectively communicated with insured individuals, agents and

potential customers.

Efficiently managed catastrophic situations (hurricanes, tornadoes and

hailstorms) by promptly and effectively processing insurance claims.

MARYLAND INSURANCE ADMINISTRATION - Baltimore, MD

Property and Casualty Investigator, 2011 to 2011

Job responsibilities:

. Investigated and analyzed personal, casualty and property cases to

determine the extent of the insurance company's liability.

. Negotiated settlements with claimants and agents after correcting

errors and omissions related to questionable claims.

. Analyzed information gathered during the investigations and reported

the findings and recommendations to the company.

ENSERVIO INC - Natick, MA

Field Inventory Specialist, 2010 to 2011

Job responsibilities:

. Conducted and managed up to sixty (60) onsite insurance property claim

inventory assignments monthly, with individual claims valued up to

$85,000.

. Promoted, built and maintained positive relationships with adjusters.

. Designed and implemented efficient claims inventory processes.

KAPPA ALPHA PSI FRATERNITY, INC. - Bowie-Mitchellville, MD

Project Manager - Kappa League, 2009 to present

Job responsibilities:

. Locates and/or supports business deals by contacting potential

partners and discovering and exploring opportunities.

. Develops negotiating strategies and positions by studying the

integration of new ventures using company's strategies and operations;

estimates the partners' needs and goal.

. Identifies trendsetting ideas by researching market industry events,

publications and announcements; tracks individual contributors and

their accomplishments.

SAFECO INSURANCE- Voorhees, NJ

Senior Property Claims Specialist, 2008 to 2010

Job responsibilities:

. Handled up to fifty (50) first-party property claims monthly.

. Completed field inspections (photographs and estimates) of losses to

determine the scope of the damages.

. Investigated and evaluated all relevant facts to determine coverage,

damages and liability of first-party property damage claims and third-

party damage claims.

. Negotiated and conveyed claim settlements within authority limits;

wrote denial letters.

. Explained policy and procedure to the insured and provided excellent

customer service to agents and customers.

. Trained new field representatives.

. Prepared court cases and testified in court.

NATIONWIDE INSURANCE - Columbia, MD

Field Property Claims Specialist, 2004 to 2008

Job responsibilities:

. Provided analytical skills necessary to make decisions and resolve

conflicts in areas such as application of coverage, application of law

of jurisdiction, application of policy exclusion and exceptions.

. Directed defense counsel in a suit handling the claim from inception

to a positive conclusion.

. Prioritized workload with an average caseload of 50 - 70 claims, with

individual claims valued to $90,000.

. Maintained a superior quality rating of 94% in file handling and

claims resolution from 2006 to 2008, exceeding the 85% departmental

goal.

. Assisted with file closures; resolved complex claims-processing

issues; participated in quality-control audits and monitored claim

status updates.

. Ensure claim files are properly documented and claims coding is

correct.

Education

UNIVERSITY OF TEXAS: ARLINGTON - ARLINGTON, TX

Bachelor of Arts

SOFTWARE/SKILLS

PROFICIENT IN THE FOLLOWING AREAS:

. Xactimate & XactAnalysis

. Windows 7

- Microsoft Excel - ISO

- Microsoft PowerPoint - Costpoint

- Microsoft Word - Microsoft Outlook

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