Tamiko Fiona Pope

*** ***** **** **** **. St. Augustine FL 32092

757-***-****

ad2lh9@r.postjobfree.com

Ability Summary

Polished Professional, Licensed Insurance Inside Claims Adjuster, NPN – 19609644

P.L.A.N Property Loss Appraisal Network Certified

LCPIC Certification

Proven experience providing customer support in the claims processing environment for various carriers.

An unwavering commitment to qualify customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship and partnership-building skills—listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.

Experience

J and D Claims – Citizens Mobile Home Total Loss and Property Complex Supplement Claims September 2022 to October 2023

Inside Property Claims Adjuster

Communicating with all parties involved to include the insured, Contractors, Public Adjusters and Attorneys.

Proficient with Guide Wire software

Read and interpret policies.

Writing estimates or gathering invoices.

Determining the value of loss on the claim.

Deciding if the claim is covered under the policy.

Worked with mitigation companies and contractors reviewing their estimates that were submitted for consideration.

Writing estimates using Xactimate.

Addressing all supplemental estimates that were submitted for consideration.

Read policies and endorsements to determine coverage.

FKS Insurance – (FIGA) – Lighthouse and Southern Fidelity – Receivership April 2022 to October 2022

Inside Property Claims Adjuster

Worked with Attorney and Public Adjuster represented claims.

Negotiated settlements with Insured, Attorneys and Public Adjusters.

Processed releases to be signed.

Determining the value of loss on the claim.

Used Image Right and Light Speed

Processed checks

Explained (FIGA) to Insureds, Attorney and Public Adjusters

Litigation and Mediation

Mid America Catastrophe – Southern Fidelity Insurance April 2022 to December 2022

Inside Property Claims Adjuster

Worked with Attorney and Public Adjuster represented claims.

Negotiated settlements with Attorneys and Public Adjusters.

Took recorded statements from Policyholders.

Processed releases to be signed.

Participating in mediation.

Global Risk Solutions – Geo Vera Specialty Insurance July 2021 to March 2022

Inside Property Claims Adjuster

Communicating with all parties involved to include the insured, Contractors, Public Adjusters and Attorneys.

Read and interpret policies.

Writing estimates or gathering invoices.

Determining the value of loss on the claim.

Deciding if the claim is covered under the policy.

Worked with mitigation companies and contractors reviewing their estimates that were submitted for consideration.

Writing estimates using Xactimate.

Addressing all supplemental estimates that were submitted for consideration.

Read policies and endorsements to determine coverage.

Used Code Objects and Imagine Right.

Maintain claim compliance.

Alacrity Solutions – Spinnaker Insurance Company December 2021 to June 2022

Inside Liability Claims Adjuster

Processing liability claims for apartment complexes.

Communicating with the first party and third party to gather all necessary documents to move the claim to closure.

Read the policy to determine coverage.

Write reports and document interactions with both parties.

Maintain diaries.

Read policies and endorsements.

Explain coverage to policy holders.

Confer with rental property management.

Negotiate claim settlements.

Compile evidence from claimants and police reports.

Take recorded statements.

Maintain claim compliance.

Pilot – Allstate August 2019 to November 2021

Inside Property Claims Adjuster

Worked in the coordinated department managing long term claims.

Worked with various housing vendors to find temporary lodging for the policy holders.

Worked with mitigation companies and contractors reviewing their estimates that were submitted for consideration.

Communicating regularly with the insured to provide them with a status update on their claim.

Making timely payments to the housing vendors.

Maintain an accurate tracker.

Maintain an accurate Additional Living Expense Worksheet. (ALE)

Write estimates using Xactimate.

Addressing all supplemental estimates that were submitted for consideration.

Read policies and endorsements to determine coverage.

Used NextGen.

Managed a case load of 60+ claims.

Maintain claim compliance.

Freedom Mortgage

SPOC – Single Point of Contact July 2020 to December 2020

Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater, borrower is in a confirmed disaster area, or borrower requests loss mitigation options.

Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.

Work with borrower on repayment plans to get them back to a current - status.

Assist the borrower with loss mitigation options, how to apply, and status updates.

Familiar with investor guidelines and available programs.

Remain as the single point of contact until the borrower is current or approved for loss mitigation.

Maintains confidentiality of customers’ non-public information.

Provides written and verbal responses to customer inquiries as needed.

Answers inbound/ outbound calls involving customer service and collection issues.

Maximus Federal July 2019 to July 2020

Trainer

Well versed in the United States Bureau Census Questionnaire Assistance contact center site.

Subject Matter Expert for Adobe Connect.

Facilitate virtual training using Adobe Connect and Adobe Captivate, Training Customer Service Representatives (CSR) in the call center to prepare them to take inbound calls and make outbound calls for the 2020 Census. I also trained Customer Service Representatives for the Quality department, Work Force Optimization department and members of the Operations department.

Participated as a voiceover for the 2020 Census virtual training materials.

Monitor the effectiveness of training on employees using individual or group performance results.

Collect feedback on sessions from attendees to use for future improvements to content and presentations.

Contributes to new training program design and existing program enhancements.

Assist in the development and creation of lesson plans and training aids.

Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.

Maintain records of training activities, participant progress, and program effectiveness, and ensure that all training documentation, records, reports, and data is completed accurately and on time.

training to a variety of audiences.

Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.

Conduct performance management and root-cause/gap analysis through studying performance trending and identifying performance gaps.

Citi Bank

Customer Service Representative April 2009 to April 2019

Handled customer inquiries, complaints, billing questions and payment extension and service requests.

Resolved an average of 250 inquiries on VIP portfolios in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).

Addressed the card member concerns which entailed lowering interest rates, crediting late fees and remaining interest.

Transferred money from one account to another, process balance transfer to pay off high APR credit cards with other financial institutions.

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.

Supervised a team of twenty-five CSR’s managing their inquiries on VIP accounts by researching resources and documenting accounts for approval of credits and adjustments.

Facilitated training for improvement processes and for new curriculum to be implemented.

Explained multiple APR’s revolving on the credit card account and how the money is allocated to those varies APR’s when the payment is made (Payment Hierarchy).

Established payment arrangements with Clients to bring the credit card account current and in good standing with the bank.

Completed weekly and monthly reports for the team to be reviewed in the Unit Managers meetings.

Education

Northeast High School – Diploma

Notary Signing Agent -Bonded through National Notary Association

Certified Property Loss Appraiser – Certified by P.L.A.N.

LCPIC Certification

Licenses

Florida, License ID W669354

Alabama License ID 300*******

Arizona License ID 19609644

Georgia License ID 3378643

Idaho License ID 811612

Indiana License ID 3616494

Kentucky License ID 1113601

Louisiana License ID 878884

Maine License ID ADN369175

Michigan License ID 19609644

Minnesota License ID 40717893

Mississippi License ID 10706488

Montana License ID 300*******

North Carolina License ID 19609644

New Hampshire License ID 19609644

New Mexico License ID 19609644

Oklahoma License ID 300*******

Oregon License ID 19609644

South Carolina License ID 19609644

Texas License ID 2581970

Utah License ID 817546

West Virginia License ID 19609644

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