Customer Service Level

Genia Freeman-Easton

Gadsden AL *****

************@*****.*** 256-***-****

linkedin.com/in/genia-freeman-easton-47950861

Summary

Objective Summary

Seasoned property claims specialist with over 18 years of experience managing claims supporting company interests and industry objectives. High-level customer service initiatives in various parallel industries, including disaster recovery. Extensive experience in risk assessments, estimation of property damages, litigation, subrogation, and negotiation as well as team management and training in estimate writing. Continually exceeds expectations by creating valuable partnerships and works well with people at all levels of the organization, including customers, team members, and vendors.

Experience

Manager

Sedgwick

Aug 2020 - Present (3 years 4 months)

Drives performance by rewarding and recognizing employees to reinforce behavior that ensures service excellence for the TPA Liberty Mutual account.

•Leads and develops a team of representatives/specialists ensuring the quality, accuracy, and timely resolution of claims including high exposure/complex cases.

•Proactively assists in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensures service excellence.

•Resolves customer complaints, problems, and coverage questions that cannot be handled by team members.

•Trained employees on Symbility on Claims Connect systems on how to estimate and effectively document claim files in Navigator.

•Collaborates effectively with internal and external partners, such as agents, policyholders, legal, and senior leadership to ensure that we comply with regulatory and company standards.

•Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals.

•Analyzes any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed.

Team Manager

Pilot Catastrophe Service

Sep 2004 - Aug 2020 (16 years)

Trained new hires on liability processes and effective claims handling.

•Managed a variety of claims, thoroughly investigating all claims that resulted in precise coverage analysis and indemnity payments, while ensuring all objectives were met with speed and accuracy for both the client and company.

•Actively processed, investigated, evaluated, and settled homeowner claims, with settlement authority between $20K to $75K, as well as exercised sound judgment in negotiating settlements with policyholders, claimants and outside representatives. Genia Freeman-Easton - page 1

•Developed and analyzed data regarding the insurance contract and research coverage questions, while thoroughly evaluating conditions and analyzing causes for loss, gathering supporting information to support the cause of loss.

•Complied with Property Best Practices in determining applicable coverage or non-coverage and claim settlements, as well as prepared estimates reflecting the dollar value of damages associated with claim losses.

•Assisted insured parties by creating repair estimates, evaluating outside estimates, and interpreting findings for insureds, while also communicating effectively with all parties involved throughout the entire lifecycle of the claim.

•Consistently approached each situation with objectivity and effectively applied strong listening and critical-thinking skills, as well as utilized trade nomenclature and rapidly acquired strong proficiency with claims management with the continued increase of adjuster claim load.

•Managed claims from cradle to grave to ensure an appropriate property assessment, estimate writing, and supplementation while also maintaining knowledge of construction repair practices, structural design elements, and acceptable work standards for carpenters, roofers, painters, and other tradesmen. Executive Director

Boaz Chamber Of Commerce

May 2001 - Jun 2004 (3 years 2 months)

Maintained and established new membership working with the City of Boaz.

•Organized the first Boaz Chamber fundraising event for annual events.

•Oversaw and planned the 37th & 38th Annual Harvest Festival and implemented the Chamber of Commerce Ambassadors, a group that supports the work of the Chamber.

•Carried and managed consistently heavy project workloads through exemplary organizational, time management, and collaboration talents.

•Published BI-Monthly Newsletters, designed and Implemented Boaz’s first City Brochure and map Project through Grants and Fundraising.

•Partners with the City of Boaz Promotions and Advertising, including Magazine, Television, and Billboard Design.

Education

Douglas High School

Snead State Community College

Jacksonville State University

Business

Licenses & Certifications

All Lines Adjuster - 28 states

Genia Freeman-Easton - page 2

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