Claims Representative

JANINE KEYES

Smithtown, New York ***** 631-***-**** ********@*****.***

Results oriented and dedicated professional with 20+ years of customer service experience. Known for ability to determine priorities, work collaboratively and provide an exceptional customer experience. Proven ability to gain customer trust, identify needs and present appropriate suggestions. Skilled in problem resolution accurately evaluating all information and issues and implementing appropriate solutions. Valued for ability to provide training to new employees and effectively communicate information regarding procedures and standards.

Areas of Expertise

Customer Service /Communication / Collaboration

Organizational Skills /Problem Solver

PROFESSIONAL EXPERIENCE

STATE FARM INSURANCE, New Hyde Park, New York May, 1993 – November, 2018 Auto Claims Representative

Evaluated third party claims and first party Uninsured Motorist and Underinsured Motorist Claims. Investigated all aspects in creating the file to gather a full understanding of the claim. Determined value of cases based on liability and extent of damage to persons and property. Worked with external resources to obtain evidence in defense of the Insured. Collaborated with attorneys in the defense of lawsuits and in the discovery and investigation process. Utilized alternate settlement methods including arbitration, mediation and summary jury trials. Negotiated settlement of cases from minimal value to several million dollars. Trained new claim representatives on job functions, procedures and best practices.

● Settled approximately 35% of claims inventory prior to trial resulting in a high rate of case closures and dismissals.

● Held leadership role within the unit for training and workflow issues. Acted as a unit representative on the Bodily Injury Facilitation Committee and participated in workflow studies. Evaluated initial contact questions asked in order to obtain required information for vehicle, location and department involvement. Determined appropriate questions causing less repetition of questions/details which created a high level of customer service and resulted in both time and cost efficiencies.

● Trained and educated new members of the unit in analyzing and reviewing liability and value of damages in specific venue and breaking down injuries to calculate the appropriate value. Acted as subject matter expert and mentor within unit.

● Weighed expenses by factoring in practical and technical considerations in resolving claims. Reviewed trial strategy, expert fees and exposures versus potential verdict. JANINE KEYES 631-***-**** ********@*****.*** PAGE 2 PRIOR EXPERIENCE

STAPLES Incorporated, various locations, Long Island, NY Service Manager

Cash Manager

Customer Service Representative

EDUCATION

Bachelor of Arts in Communication and Business, SUNY Albany, Albany, New York