LAURA PONCE

**** *. ****** **** **., Ontario, CA 91761

626-***-****

adki71@r.postjobfree.com

SUMMARY

A bilingual professional with extensive experience in different levels of claims organization, customer service, administrative support and prior Human Resources experience. Demonstrates ability to meet and exceed performance with minimal supervision. Distinguished Performance Award given for outstanding customer service.

SKILLS

Bilingual – Spanish/English

Auto Policy interpretation

Damage mitigation

Claims Investigation

Data Entry

Adaptive Team Player

Mitchell Decision Point System

Human Resources generalist

Strong organizational and time management skills

Ability to be flexible and able to adapt to changing priorities

EXPERIENCE

Senior Claims Casualty Processor

Diamond Bar, CA

Allstate Insurance/ Oct 2001 to Aug 2020

Act as liaison between team members, policyholders, claimants, and witnesses to gather facts of loss to support claim resolution.

Provide auto claim to third party insurance companies, gathered loss facts and provided adjuster with updates.

Provide customer support to members, providers, claimants and other insurance agency's regarding claims, appeals, and eligibility.

Evaluate fraud claims and collaborated with other department staff investigations.

Support company and clients through inquiries, resolving issues and managing customer relations.

Schedule recorded statements for adjusters with insured parties, claimants, witnesses and attorneys.

Documented phone conversation in NEXT GEN system.

Assist adjusters through contacting respective law offices for claimant’s injury status, medical bills, medical records, HIPPA authorization forms and settlement packages to resolve injury claim in a timely matter.

Input medical bills into MDP system to assist adjuster for BI settlement (UB-04, CMS-1500, Physical Therapy, Chiropractic)

Requested medical records and billing records for claimants directly from medical providers or using various copy services.

Reported injury claims to Medicare and Medi-cal

Issued system checks and manual checks for bodily injury settlements, auto repair cost to insured, claimant and body shops.

Human Resources Assistant Human Resources Assistant

Anaheim, CA Los Angeles, Ca

APW/ Oct 2000 to Oct 2001 11/15/89-6/30/00

Provided administrative support to Human Resources leader

Conduct employment verification and background investigation

Developed job postings, recruited candidates and scheduled interviews

Conducted new hire orientations and support employee through on-boarding process

Organized, created and maintained employee benefits and personnel files

Prepared and submitted final pay for exiting employees to comply with Federal laws.

Review timecards and process payroll 110 employees

Workers Compensation Claims

EDUCATION AND TRAINING

Accounting (No degree) 2000-2003

Rio Hondo College, Whittier, Ca

ACCOMPLISHMENTS

Customer Service skills, well versed in conflict resolution, able to be a calming influence in stressful situations

Distinguished Performance Award for outstanding performance in Claim Customer Service Expectations, job performance and self-development

Given Excellence Award for delivering extraordinary customer service, increased customer satisfaction and retention

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