Total Loss Customer Service

JALAENA GILBERT

*********@*****.*** 602-***-**** Surprise, AZ 85379

Summary

Proactive, customer-orientated professional with years of experience. Self-motivated, team player with strong organizational and interpersonal skills, who is always looking to learn new skills, take on extra responsibilities, and grow professionally.

Skills

• Teamwork

• Casualty Literacy

• Claim System Navigating

• Proficient in Outlook, Excel, Microsoft Teams, Total Loss Workbook, CSA Today, and IAA Payoff Portal

• Mathematics Proficiency

• Insurance Policy Application

• Investigating Proficiency

• Claims Handling

• Damage Mitigation

• Negotiation

• Relationship Building

• Customer Service

• Leadership

• Handling Conflict

• Excellent Written and Communication Skills

• Creative Problem-Solving

• Computer Skills: Customer Relationship Management Software, Data Entry and Analytical Skills

• Time Management and Organizational Skills

• Positive Attitude

• Lead Generation

• Closing Techniques

Experience

Kemper Insurance Phoenix, AZ

Total Loss Adjuster Specialist

• Specialized in evaluating total loss claims, including vehicles, properties, and assets.

• Utilized in-depth knowledge of insurance policies and guidelines to accurately assess total loss scenarios.

• Conducted thorough investigations to determine the extent of damage and the cost of replacement or repair.

• Collaborated with appraisers, auto repair shops, and salvage yards to gather necessary information for total loss evaluations.

• Calculated and negotiated settlements for total loss claims, ensuring fair and accurate compensation to policyholders.

• Managed a high volume of total loss claims efficiently while meeting company standards and industry regulations.

• Maintained up-to-date knowledge of market values and industry trends to accurately determine the value of total loss assets.

• Advised and communicated with attorneys in depth to reach conclusions beneficial to the client and to the company.

• Prepared comprehensive total loss reports and documentation, including valuations, photographs, and relevant documentation.

• Assisted in the development and implementation of total loss management strategies to improve efficiency and accuracy.

• Worked closely with claims teams and other departments to ensure seamless processing and customer satisfaction.

• Contributed to fraud detection and prevention efforts, especially in cases of suspicious total loss claims.

Kemper Insurance Phoenix, AZ

Auto Liability/ Bodily Injury Adjuster

• Conducted thorough investigations to assess the validity and extent of insurance claims.

Evaluated injuries, medical treatment, or possible treatment needs appropriate to the coverage and medical findings.

• Evaluated damage to property, vehicles, or assets to determine the appropriate coverage and settlements.

• Analyzed policy documents to ensure accuracy and compliance with insurance regulations.

• Communicated with policyholders, claimants, and legal representatives to gather information and negotiate settlements.

• Prepared detailed reports and documentation for claims processing, including photographs, estimates, and witness statements.

• Collaborated with external experts, such as appraisers and medical professionals, to gather specialized information for claims assessment.

• Stayed up-to-date with changes in insurance laws and regulations to ensure compliance and accuracy in claim settlements.

• Utilized computer software and databases to manage and track claims, ensuring timely processing.

• Resolved complex and high-value claims while adhering to company policies and industry standards.

• Provided excellent customer service, addressing claimant concerns and inquiries in a professional manner.

• Assisted in the development and implementation of fraud detection and prevention strategies.

• Contributed to the continuous improvement of claims processes and efficiency.

Rooter & Plumbing Service Phoenix, Az

Customer Service/ Sales

• Worked on implementing new services to attract new potential clients, Assisted customers with inquiries, issues and concerns by providing relevant information, Provided information on services provided and service questions, Assisted in providing customer satisfaction, Maintained and organized the online customer account database, Helped facilitate and create eminent client customer interactions, Dispatched customer needs to technicians for prompt service, Detailed explanations given for services rendered upon completion.

• Generated leads using media and advertising platforms. Educated customers on our services. Negotiated deals using closing tactics. Generated client retention using relationship building and communication.

Home

Stay-at-home Mom

• Provided for the nutritional, interpersonal, emotional, and physical needs of three children, Provided extra services for the care of a Special needs child on the spectrum

• (therapy support parent, feeding habits, behavior and cognitive deference’s), Provided proper maintenance to the home environment, including janitorial and laundry duties, housekeeping, groundskeeping, and sanitization of frequently touched surfaces

Nurse Staffing Agency Phoenix, AZ

Licensed Practical Nurse

• Performed physical assessments, including vital signs and health history documentation.

• Provided patient care in accordance with physicians' orders and nursing standards of practice.

• Administered medications and treatments according to established protocols.

• Assisted patients with personal hygiene activities such as bathing, dressing, eating, grooming, and toileting needs.

• Observed changes in patient's condition and reported any significant changes to the registered nurse or physician.

• Monitored vital signs, fluid intake and output levels, glucose levels, and other medical tests results.

• Ensured that all clinical documentation is accurate and up-to-date in the electronic medical record system.

• Communicated effectively with patients, family members, healthcare team members, and other stakeholders regarding patient care plans or concerns.

• Participated in interdisciplinary team meetings for coordination of patient care plans.

• Collaborated with physicians to develop individualized care plans for each patient.

Wickenburg Community Hospital Wickenburg, AZ

Certified Nursing Assistant

• Assisted patients with activities of daily living such as bathing, grooming, and dressing.

• Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.

• Reported changes in patient condition to registered nurse or physician.

• Answered call lights promptly and responded to patient needs accordingly.

• Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.

• Administered medications as directed by registered nurse or physician.

• Took temperature readings orally or rectally as instructed by the RN or MD.

• Responded quickly to emergency situations involving sudden illness or injury.

Education and Training

Brown Mackie College Phoenix, AZ

Additional Education in Occupational Therapy

12/2016

SNHU Online

Additional Education in Accounting And Healthcare Administration

12/2015

Yavapai College Prescott, AZ

Trade Licensure in Licensed Practical Nurse

12/2013

Accord Healthcare Institute Glendale, AZ

CNA

07/2011

Languages

English, Native

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