Senior Total Loss Claims Adjuster
Resume:
Devon Charest
Shrewsbury, MA *****
************@*****.***
Professional Auto Damage Claims Adjuster specialized in Total Loss Claims; seeking an advanced role within your company, to boost my knowledge and skills within the insurance industry. I am also open to new opportunities within the customer service industry as I have great attention to detail skills and have over 17 years of experience working in the customer service / call center environment. Eager to expand my customer service hospitality skills.
Work Experience
Front Desk Lead and Reservations Coordinator
Best Western Royal Plaza Hotel & Trade Center-Marlborough, MA November 2023 to August 2024
I worked closely with the Front Desk Manager who trained me as a Front Desk Lead in case anyone had questions when there wasn't a manager on shift and/or to cover a shift as needed. I would greet guest, efficiently complete the guest check-in process while welcoming the guest; providing details on hotel amenities and to ensure all guest concerns were promptly addressed. Later into my employment, I began collaborating with the sales department in setting up group reservations timely and efficiently; as all groups often have different methods of payment, and I was responsible for setting up direct billing to the groups master account or note that a payment method is needed from guest. I would monitor online portals to input new reservations within a group and created folders for each group to properly file them accordingly. I was responsible for all third party credit card authorizations and filing them away appropriately. I also handled all CLC (Corporate Lodging Consultants) reservations by checking them in and out through a third party website which completed our direct billing also. I also acted as Front Desk Supervisor months into my role as, management was being restructured. I always ensured the Front Desk was all set before leaving for the night and would stay as needed when short staffed or, if we had someone call out.
Ensured that all workspace was clean, free of any paperwork and clutter. I trained many new employees on the Front Desk and was the hotel spokesperson for Best Western Rewards which meant I was responsible to train all new employees on how best offer the Best Western Reward Program to all guest. I was the employee with the highest number of enrollments for over 3 months straight.
Senior Total Loss Claims Adjuster
MAPFRE Insurance-Webster, MA
November 2021 to October 2023
Investigated coverage, facts of loss, and damages while working remotely. Promptly and effectively negotiated total loss auto claims to arrive at a fair and accurate settlement. Investigate fraud and notified the proper parties. Worked from an available call line, taking team calls to help negotiate and settle total loss claims. Promptly issued payments on claims that were ready for payment. Claims Generalist Associate Adjuster
Progressive Casualty Insurance Company-Westwood, MA February 2019 to May 2021
• Conducted meticulous analyzation of first notice of loss reports, claim and policy documents by interpreting policy language to determine and apply applicable coverage.
• Completed thorough complex coverage investigations when needed for unlisted drivers, excluded drivers, vehicles not on policy, new policy or where any fraud is suspected.
• Interviewed insureds, claimants and all involved parties to properly assess liability and effectively communicated claim, repair, rental, total loss and subrogation processes.
• Productively resolved 400 calls per month: exceeding company goal with a 92% availability rating while also providing superior customer service and exceeding company expectations.
• Reviewed outstanding requests and redirected workloads to complete projects on time.
• Analyzed documents such as vehicle titles, power of attorneys and odometer statements for accuracy and validity to properly issue payment or draft correction affidavit as needed.
• Acted as a total loss subject and appraisal channeling subject matter specialist, answering internal and external questions, which lead to mentoring new hires on how to be successful in their role.
• Composed reservation of rights, denial letters and proof of loss letters for customers.
• Processed attorney represented property damage and injury demands. Senior Total Loss Claims Adjuster
Farmers Insurance / Bristol West Insurance group-Plantation, FL June 2015 to June 2018
• Contacted all parties same date total loss claim was received to build rapport, explain next steps of the process in clear detail, resolving all total losses within 7 days of accident report.
• Examined vehicle titles, power of attorneys and odometer statements for accuracy and validity to properly issue payment or draft correction affidavits as needed.
• Effectively communicated with salvage vendors and built relationships with 40+ lien holders.
• Acted as total loss subject matter and vehicle option expert, which lead to mentoring team members and to assist with training new hires on how to become successful in their role.
• Increased knowledge of the claim's supervisor role while acting as supervisor in my supervisors absence, which included: handling of all escalated calls, daily review of caseloads for equal workload distribution (throughout team of 9 total loss adjusters), prompt review of authority and coverage requests, handling of all escalated calls, and time cards, producing positive results, for up to 2 – 3 weeks at a time.
• Consistently exceeded company metrics including quality, accuracy, cycle time and customer service. Senior Total Loss Claims Adjuster
Liberty Mutual Insurance-Westborogh, ma
August 2009 to December 2014
• Examined first and third-party claims, claim forms and other records to determine appropriate insurance coverage; involving proper parties to correct errors or omissions.
• Proactively contacted all parties within 24 hours of the claim being reported to gather information and obtain recorded statements to properly assess liability and coverage.
• Professionally educate all customers timely, resolve any complaints to ensure satisfaction, and document all actions as well as conversations.
• Maintained customer satisfaction score: 4.65 out of 5, consistently exceeding company goal.
• Efficiently negotiated and resolved total loss auto claims according to company and Department of Insurance Regulations, utilizing company resources to research values.
• Analyzed all total loss documents needed to process claims for accuracy, facilitated the salvage process, issued payment, and identified subrogation opportunities.
• Maintained professional relationships throughout all departments.
• Elected to process improvement team, mentored newly hired employees and provided feedback to team members and new hires in a positive manner on how to be successful. Assistant Restaurant Manager and Bartender
Tweeds Pub (west side grille)-Northborogh, Ma.
January 2006 to December 2009
· Kept restaurant compliant with all federal, state and local hygiene and food safety regulations, while managing servers of guest sections of six to eight tables.
· Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
· Expedited food, ensuring accuracy, and assisted with functions (parties of 16-75).
· Handled all restaurant cash and charge transactions.
· Responsible for monetary reconciliation and completing bank deposits timely. Cutomer Service and Sales Representative
Ranstad for Bose corporation-Westborough, MA
August 2008 to January 2009
· Answered 70 to 80 in-bound calls with enthusiasm, intelligence, and professionalism.
· Educated customers on Bose products, following company point of sale procedure.
· Accurately placed customers’ orders.
· Informed customers of sales and promotions to increase customer loyalty. Waitstaff Team Member and Bartender
southgate at shrewsbury-Shrewsbury, MA
February 2002 to June 2006
· Responsible for setting dining room tables, completing prep work and clearing tables.
· Served residents and guests dinner while providing excellent service.
· Assisted Café by working as a server, cook, or dishwasher when needed, which lead to me being promoted to Bartender 04/2004.
· Responsible for set-up, servicing, and break-down of bar and lounge area.
· Greeted and served residents cocktails as well as hors d’oeuvres prior to dinner.
· Cleaned entire bar and lounge area, following established sanitation standards. Education
HIGH SCHOOL DIPLOMA
BURNCOAT SENIOR HIGH SCHOOL - Worcester, MA
September 2000 to May 2004
Skills
• Excellent people skills
• Great listening skills
• Data integrity
• Great analytical and decision-making skills
• Excellent multitasker (even under pressure)
• Ability to think quickly and effectively
• Experience working with dual monitors
• Licensed Insurance Claims Adjuster in CT, RI, OK, SC, NC, GA, TX, NH, DE, KY, NM, VT, LA and WY.
(10+ years)
• Restaurant Management
• Negotiation
• Team Management
• Process Improvement
• Intelligence Experience
• Computer Networking
• Intelligence Analysis
• Food Safety
• Management
Certifications and Licenses
Food Handler Certification
Contact this candidate