Insurance Adjuster, Customer Service Business Manager, FInancial Anal

Janice O'Keefe

**** ********* **** *******, ** 33511 813-***-**** ******.*.******@*****.***

SKILLS Effective communications; Experienced in auto claims adjusting; Skilled in customer service, problem

resolution, and accustomed to a fast-paced, high volume work environment.

EXPERIENCE

2/9/2015 - Present David O'Keefe Studios, Inc. Tampa, FL

Business Manager

. Manage day to day operations of wholesale and retail operations of art publishing business.

. Supervise and schedule staff of 4 employees.

. Identify areas with fiscal loss and remedy situations to optimize efficiency.

. Create marketing and advertising materials for print and internet use. Update website and social media.

11/1/2010 - 2/9/2015 Progressive Insurance Company Riverview, FL

Senior Claim Customer Service Adjuster (620 License)

. Adjusted and managed high volume inventory of one and two car auto claims to provide efficient and personalized service.

. Obtained recorded statements of all parties involved, witness' accounts and police reports.

. Made accurate liability decisions. Arranged tows, inspections, and repairs of affected vehicles.

. Set up rentals for customers.

. Followed claims through to timely closure, approximately 64% were completed within 14 days.

. Notified underwriting of policy discrepancies.

In the last four months of my tenure, I was afforded the opportunity to move to a special team devoted to closing aged first party Medical Payment claims. In this capacity, I:

. Contacted insureds, medical providers, and attorneys for outstanding medical bills.

. Analyzed bills for reasonableness, within the scope of the policy, and for correct medical coding.

. Submitted claims for payment and closed claims out, once benefits were exhausted.

4/1/2007 - 11/1/2010 Progressive Insurance Company Riverview, FL

Claim Contact Representative

. Recorded initial claim report from insureds, claimants, agents and adjusters in the call center.

. Interviewed callers to obtain all relevant information, demonstrating empathy and active listening skills.

. Accurately recorded facts of loss from all parties involved and any injuries reported.

. Transferred claims to the appropriate claims office for adjusting.

. Suggested clients utilize the Progressive Service Center when appropriate.

. Followed a variety of state guidelines required.

. Successfully balanced accuracy, customer service, efficiency, and phone availability.

3/1/1986 - 11/1/1991 U.S. Dept. of Energy Largo, FL

Budget Analyst (GS12)

. Developed the Pinellas Area Office budget request of $400K with justification.

. Analyzed defense contractor's (G.E. Co.) operating ($110M) and capital ($20M) budget submissions.

. Assured timeliness, reasonableness, and compliance with budget assumptions.

. Performed ongoing analysis of performance against financial plans.

. Conducted appraisals of contractor's resource management activities that impacted the fee they earned.

. Received Special Act Award for contributions to a two year Cost Reduction Program which saved the Department approximately $15M and for contributions toward the creation of an on-site partnership school and child care facility.

EDUCATION

May 1986 B.A. (Finance) The University of South Florida Tampa, FL

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