Jennifer G. Black

***** ***** ********* #*

San Juan Capistrano, CA 92675

661-***-****

SUMMARY OF QUALIFICATIONS:

Professional who brings 16+ years of experience in the training and development of personnel. Background includes strong Leadership and Motivational skills with a passion for inspiring others to achieve their goals. Additional highlights include exceptional time management, communication, on-boarding workflows, organization, adaptability and administration skills. PROFESSIONAL WORK EXPERIENCE:

Capital Insurance Group, Bakersfield CA

Claim Supervisor- Auto

• Responsible for recruiting and hiring.

• Supervise up to 10 automobile claims and subrogation representatives.

• Supervised and Mentored Intern program for the Auto damages department.

• Oversee and direct daily workload.

• Evaluate employee performance and deliver results.

• Identify and Leverage employee strengths.

Resolve customer complaints regarding claim handling and company decisions.

• Produce monthly/ weekly phone reports.

• Administer regular claim handling training to develop staff.

• Conduct quarterly closed file audits and provide feedback to staff.

• Review and approve claim settlements above staff authority.

• Perform special projects for senior management as needed

• Provide direction to staff regarding potential fraud and report to SIU department.

Automobile Club of Southern California, Bakersfield CA Claims Representative 04/2018-10/2019

• Intake and investigate assigned liability claims to determine coverage and liability.

• Verify and interpret/resolve coverage by gathering necessary information to ensure policy applicability.

• Negotiate within settlement authority to resolve first and third -party claims.

• Handle administrative functions, update database production reports, and document and update claims files via company systems. Capital Insurance Group, Bakersfield CA

Claim Service Center Supervisor 03/2008-01/2018

• Responsible for recruiting and hiring.

• Supervise up to 14 automobile claims adjusters.

• Oversee and direct daily workload.

• Evaluate employee performance and deliver results. Resolve customer complaints regarding claim handling and company decisions.

• Produce weekly phone reports.

• Administer regular claim handling training to develop staff.

• Conduct monthly closed file audits and provide feedback to staff.

• Review and approve claim settlements above staff authority.

• Direct annual Department of Insurance training and certification to staff.

• Perform special projects for senior management as needed.

• Monitor annual Claim Service Center market conduct survey.

• Provide direction to staff regarding potential fraud and report to SIU department.

• Develop and maintain approved vendor listing.

Claim Service Center Representative III/Trainer 03/2006-03/2008

• Trained new hire Auto Claim and Branch Representatives.

• Administered regularly scheduled training to existing Claim staff.

• Review and approve settlement payments.

• Conducted monthly closed file audits for supervisor.

• Guided employee claims.

• Trained in handling complex coverage issues.

• Produced staff development report for unit supervisor. Claim Service Center Representative II-Multi-line Adjuster 03/2004-03/2006

• Intake loss reports into the Call Center.

Investigated assigned First Party Auto and Property Theft claims to determine coverage and benefits.

• Secured statements, photos, police reports, and similar evidence to properly evaluate and settle claims.

• Determined subrogation potential and pursue recovery.

• Direct movement of Salvage timely when vehicle is a total loss.

• Redirected potential fraud cases to SIU liaison. Claim Service Center Representative I-Property 08/2002-03/2004

• Intake incoming loss reports into the Call Center.

• Investigated First Party Auto and Property Theft claims to determine coverage and benefits.

• Monitored protection of salvaged contents.

• Processed ALE claims during CAT events.

Claim Service Center Intake Representative 06/2001-08/2001

• Intake incoming loss reports into the Call Center.

• Assigned new loss reports to the appropriate branch for handling. Claim Service Center Assistant/Receptionist 03/2001-08/2002

• Answered multi-line phones and directed callers to the appropriate department.

• Processed office billing payments.

EDUCATION:

• Completion of Kaplan Insurance Continuing Education series

• Certificate of completion Management and Leadership skills

• Certificate of completion MAPS course

• West High School Diploma

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