Customer service and claims adjuster professional

Evan J. Davis

** ***** ******, ***. * ● Worcester, MA 01610 ● 508-***-**** ● *********@*****.***

PROFESSIONAL EXPERIENCE

Liberty Mutual, Remote July 2022 – August 2023

Claims Resolution Representative, Total Loss

• Evaluated and negotiated settlements for total loss vehicles with first-party Liberty Mutual and Safeco Insurance policyholders, third-party claimants, attorneys, and lienholders.

• Investigated and analyzed liability in both first- and third-party claims by interviewing all parties involved, including independent witnesses.

• Identified and helped to prevent insurance fraud by thoroughly investigating the credentials of each claim prior to affording coverage, saving the company hundreds of thousands of dollars.

• Coordinated appraisals and negotiated settlements for repairable, non-total loss vehicles with policyholders, claimants, and repair facilities.

• Efficiently communicated coverage and liability denials to policyholders, claimants, and attorneys both verbally and in writing, citing specific and applicable policy language.

• Effectively managed state-specific required total loss paperwork and documentation for policyholders, claimants, and lienholders for the transfer of vehicle ownership.

• Ensured that total loss settlement payments were issued in a timely manner to first-party policyholders, third-party claimants, and lienholders.

American Family Insurance Claims, Remote February 2020 – October 2021 Claims Resolution Representative II

• Continuously provided excellent customer service while handling automobile claims in a timely and effective manner.

• Conducted investigations on property damage cases based on policy and accident details to confirm coverage and damages owed.

• Arranged and scheduled damage appraisals. Reviewed appraisal reports and communicated information between customers, repair shops, and lienholders to move along an auto claim as quickly and efficiently as possible.

• Gathered essential facts about accidents, negotiated settlements, and explained denials to policyholders and claimants.

• Handled both incoming and outgoing subrogation with other insurance carriers.

• Reviewed and responded to incoming arbitration filings in the event there was a disagreement or dispute regarding liability or damages in an automobile accident.

Liberty Mutual, Westborough, MA March 2017 - February 2020 Senior Claims Representative

• Analyzed first- and third-party claims to determine the extent of the company's liability.

• Created and managed timely, clear, and accurate documentation and workflow throughout the life of a claim in accordance with the Standard Operating Procedures.

• Conducted recorded interviews with policyholders and claimants to gather evidence related to automobile losses.

• Assisted Safeco Insurance with the handling of automobile claims during the company’s co-brand integration initiative.

• Negotiated settlements with policyholders and claimants and issued coverage or liability denials accordingly.

• Reviewed policy language and conducted coverage investigations on a one-by-one basis to ensure that the company paid only what was owed following an automobile loss.

• Quickly and effectively resolved customer challenges. Enquiron, Boston, MA

Account Manager October 2013 – November 2016

• Worked under the direct supervision of the CEO to develop and launch new product.

• Managed multi-million dollar accounts and contracts and acted as the point of contact for current and future customers and partners.

• Provided high-touch customer service to current and prospective customers and clients through phone calls, email, and in-person meetings.

• Participated in sales and business meetings across the country to help increase revenue and maintain relationships with current customers.

• Conducted product demos and company overviews for prospective customers.

• Worked with clients to create success stories and video testimonials.

• Created custom utilization and summary reports for customers and partners. Team Supervisor January 2013 – January 2014

• Supervised a team of Relationship Managers to ensure that weekly and monthly benchmarks were achieved.

• Conducted employee performance reviews on a quarterly basis for each member of the team.

• Provided employee assistance, motivation, and guidance to help the team succeed with meeting corporate goals.

• Restructured the new hire orientation process to make a more efficient method of onboarding new hires, and trained new hires for the Relationship Manager position.

• Participated in interviewing employee candidates for the Relationship Manager position.

• Enforced and relayed company policies and procedures to team members daily.

• Hosted weekly meetings to provide the management team with the most recent statistics and progress with the organization’s customers and partners.

Relationship Manager January 2012 – January 2013

• Provided high-touch customer service to thousands of CEOs, CFOs, HR Managers, and HR Directors across the country through phone calls and email.

• Made between 40 and 60 outbound phone calls and handled between 10 and 20 inbound phone calls daily.

• Consistently produced the highest percentage of weekly and monthly benchmark achievements in the department.

• Successfully managed 500 clients at a time.

• Redefined the Relationship Manager position by creating a new protocol used in everyday procedures. COMPUTER SKILLS

Microsoft Office Suite, Salesforce.com, Webex, Join.me, Facebook, Twitter, LinkedIn, basic HTML knowledge, Guidewire Claims Management system, Skype for Business

EDUCATION

Northeastern University, Boston, MA

Bachelor of Science in Psychology, May 2013

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