Service Representative Support
Resume:
Lisa R. Williams
Florissant, MO 63033
Home 314-***-**** adwwsp@r.postjobfree.com
Summary
I am a highly motivated professional Claims Examiner/Adjuster with extensive experience analyzing customer needs and taking projects from conception to completion. Exercise sound judgment when making critical decisions, establish, and maintain strong rapport with customers, coworkers, and management. Recognized for superior organization skills, prioritize, and break down complex procedures into manageable steps. I am proficient in Microsoft office: Word, Power, Point, and Excel.
Professional Experience
Spectrum, St. Ann, Mo 2021-Present
Provision & Activation Coordinator
Investigate and resolve, residential and simple commercial orders issues to ensure that customers activate the account successfully.
●Troubleshoot and resolve many order activation issues
●Porting telephone numbers from prior telephone companies
●Resolve residential and commercial phone orders issues including transfers, directory listings, and preparing phone service for activation
Enterprise Fleet Management, Olivette, Mo 2017-2021
Claim Support Representative
Provide general administrative support to various teams.
●Process incoming phone calls and initiate outbound calls with insurance agencies, companies, group personnel, customers and vendors.
●Facilitate the coordination of roadside assistance and glass claims with customers and national vendors based on customer needs.
●Validate, extend and monitor rentals that are part of active claims, update information in multiple systems.
●Negotiate with glass and tow vendors to ensure fair and accurate pricing.
●Communicate with management and customers on losses that exceed approval limits.
●Initiate first party claims, determine repair facility and assign appropriate responsibilities to department teams.
Automobile Club of Missouri, Town and Country, Mo 2016-2017
Claim Service Representative
Processed Auto non-injury claims to determine liability.
●Answered calls from customers, agents, vendors and third party administrators
●Provided service to AAA insured’s/claimants
●Determined if the loss is covered
●Discussed losses with all parties and obtain statements if needed to reach a liability decision
●Determined liability
●Facilitated differences among all concerned parties to bring the claim to a satisfactory settlement
●Issued payments to insureds, claimants, shops and vendors
American Family Insurance, Maryland Heights, MO 2010 - 2016
Customer Care Auto Rep
Examined auto non-injury claims to determine liability.
●Answered calls from customers, agents, vendors, and third-party administrators.
●Determined claim complexity and decide whether to handle to completion or refer to a higher level.
●Determined if loss is covered.
●Discussed loss with all parties and obtain statements of minor to moderate losses involving primarily auto policies by applying a basic knowledge recorded statement techniques.
●Negotiated repair prices and techniques with repair facilities and customers. This includes the use of aftermarket parts, salvage parts, repair versus replacement, and betterment
Lisa R. Williams Page Two
●Reviewed estimates for accuracy by utilizing the Audatex estimating system.
●Made decisions within authority.
●Mediated differences among all concerned parties to bring the claim to a satisfactory settlement.
Safeco Insurance Company, Fenton, MO 2007 – 2008
Auto Liability Claims Examiner
Examined auto non-injury claims to determine liability.
●Adjusted inside claims that required substantial investigation of auto accidents to determine coverage, liability, and extent of physical damage.
●Negotiated resolutions of claims based on facts and legal environment where claims occurred.
●Documented correspondence on claims and prepared an agenda for resolving issues.
●Utilized effective interpersonal and communication skills.
Fireman’s Fund Insurance Company, Earth City, MO 2003 – 2007
Claims Adjuster-Property
Investigated, evaluated and negotiated high frequency property claims toward resolution and payment.
●Determined property policy coverage and applied best claim practices to close claims in accordance to company guidelines.
●Evaluated property repair estimates to ensure pricing was within guidelines.
●Applied knowledge of existing procedures, policy changes and workflows for efficiency.
GMAC Insurance, Earth City, MO 2000 – 2003
Total Loss Adjuster
Evaluated titles for vehicles that were deemed a total loss.
●Obtained total loss evaluations and reviewed for payment.
●Processed titles and forwarded to the State for their processing.
●Dealt with salvage yards and independent appraisers to negotiate fair claims resolution.
●Adhered to high standard of professional conduct while providing superior claims service.
GMAC Insurance, Earth City, MO 1998 - 2000
Claims Adjuster-Auto
Examined, evaluated, and settled auto non-injury claims toward decision and payment.
●Determined coverage for automobile accidents
●Applied best claims practices to resolve claims promptly and within company guidelines
●Retained knowledge of current guidelines, policy changes and workflows.
●Provided a high standard of professionalism while offering better quality claims service.
Education
Capella University, Minneapolis, MN
Draughons Business School, St. Louis MO, Business Certificate
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