Customer Experience Support

FABIAN HUGHES

469-***-**** ******.******@*****.***

PROFESSIONAL SUMMARY

Awarded North American Adjuster of the year by vendor firm Catastrophe National Claims: 2022-2023. Unanimously renowned customer experience leader voted by policyholders and firm management. Keynote speaker @ betterment of Adjusters annual convention held 11/14/2023.

Excel in managing daily claim operations, resolving customer challenges with evaluating losses, negotiating with attorneys and insureds, innovative solutions, customer satisfaction and the bottom line.

Dedicated and technically skilled business professional with a versatile customer support skill set developed through experience as a Consultant Claims Manager/Adjuster and Quality Insurance Lead.

EXPERIENCE

WCCS (Weather Catastrophe Claims Services) Desk Adjuster 2021- 2024 CNC Catastrophe (Remote Desk Deployment State Farm) Mobile, AL

• Investigate, evaluate, settle weather catastrophe related and water related claims. Including first quality contact with policy holders through to settlement of claim.

• Apply knowledge of policies, endorsements, insurance regulations, and jurisdictional codes when determining coverage and liability.

• Effectively manage work through task driven queues, by multitasking and time management.

• Scope work through live calls or Connect Explorer when applicable.

• Create estimates using Xactimate, Xacontent.

• Communication with field partners, contractors, agents, and policy holders throughout the claim journey.

• Composition of written correspondence including, but not limited to partial or full denials, estoppel letter, reservation of rights letters, compliance claim letters per jurisdiction of respective state. WCCS (Weather Catastrophe Claims Services) Field Adjuster 2019- 2021 CNC Catastrophe (Remote Deployment State Farm) Mobile, AL

• Conduct in-depth investigation and interviews with policy holders to determine facts of loss.

• Negotiate with public adjusters, attorneys, and contractors to accurately settle claims.

• Review claim photos, water mitigation estimates, and estimates from field adjusters.

• Maintain contact with public adjusters, and contractors to verify damages were in line with the cause of loss.

• Providing outstanding Customer Service while settling insured losses based on the policy. Construction Department (Senior Superintendent) 2014- 2019 HMC Construction Inc. Dallas, Texas

• Managed and assisted with all projects response to assistance needed to ensure restoration of system operations emergency, and non- emergency.

• Facilitated on-site development processes and procedures to ensure accuracy of site work.

• Documented and maintained training records and database of all related curriculum materials.

• Entered invoice data into company database and updated details, including customer contacts and delivery dates.

• Set schedules, implemented new policies, and collaborated with managers to optimize operational procedures and establish clear objectives.

Electrical Security Department (E-4 Commercial Electrician) 2011-2016 Walker Engineering Dallas, Texas

• E-4 Commercial electrician, installing data wire and terminating large gauge wires into RPP, and PDU’s for data centers.

• Prepared and installed 208/120 power distribution and performed normal daily operation and maintenance of power distribution systems including engine-generators, and UPS, ASTA- PDU components.

Construction Department (Site Operator) 2006- 2011 L.B. Excavation Dallas, Texas

• Served as equipment maintenance technician.

• Assisted with all site projects as general equipment operator.

• Performed all site machine maintenance on general equipment.

• Dredges lakes, streams and open work sites.

• Operated trucks, dump trucks, bulldozers, excavation equipment to level, sustain, and remove dirt from the earth.

Community Relations Field Agent 2004-2006

Department of Homeland Security Washington D.C

• Community relations field agent.

• Worked during natural disasters conducting local community development meetings with Law enforcement, firefighters, and local city council officials.

• Assisted with distribution of food, clothing, and medical supplies to needed communities.

• Assisted with getting housing and shelter for family’s that suffered loss. SKILLS

• XactAnalysis, Xactimate, Xactcontents

• Human resources best practices

• Eagle View, Connect Explorer

• Inventory control

• Claimsource, Claim Experience

• Microsoft, Outlook, ECS,AS400

• General Construction Superintendent

• Reconciliation and negotiation

• Accounts payable/receivable

• Excels in Customer Service skills

• Scheduling and calendar management

EDUCATION

John L. LeFlore High School:1992- 1996 Mobile, AL

Bishop State Community College: 1997-1999

IEC School of Electrical Contractors: 2011-2015

Adjuster Pro Alabama P&C, WC, * Crop Adjuster Pre-Licensing Course: September 2019 State Farm Property/ Automotive Certification September 2019 LCPIC (Louisiana Citizens Property Insurance) Certification June 2019

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