Salesforce JavaScript JIRA Typescript Visual Studio Zendesk Yardi P&C

Louis Charles Haynes III AUTO-CLAIMS ADJUSTER

************@*****.*** 678-***-**** LinkedIn Las Vegas, NV 89104

SUMMARY

An innovative, detail-oriented, hardworking, and emboldened professional seeking a role that will allow me to utilize my strong problem-solving skills, and excellent communication skills to effectively assess and resolve claims/issues. With over two decades of client service/support experience throughout the country: California, Georgia, and Arizona, Nevada. I have developed a strong career that exhibits creativity, refined soft skills, computer systems knowledge, enterprise process improvement, high-performing quality metrics, and a firm and personable management style. My experience in client services and liability claims makes me an ideal candidate for this position.

SKILLS

Salesforce JavaScript JIRA Typescript Visual Studio Zendesk Yardi P&C CRM SQL Scripting Excel JAVA Quality Assurance FCRA Microsoft Word Google Cloud CX Strategies C2B/B2B Technical Language Translation Client Escalations Cross-Functional Collaboration Scrum Management Marketing Risk/Compliance Management Client Services Inventory/Logistical Management Claim Adjudication AML KYC Outlook Power Point Auto Repair/Construction Terms PBM

PROFESSIONAL EXPERIENCE

Restoration Hardware Inc Phoenix, AZ April 2021 – November 2022

CLIENT SERVICES

Key Accomplishments:

Accomplished coordinating and managing Trade client and Contract client high-value orders consisting of $25,000 or more of products by serving as a client liaison while maintaining routine contact with the clients, and cross-functional communication with the Trade and Contract teams to achieve optimal results, issue resolution, and quality assurance

Utilized investigative skills and data analysis to participate in billing and accounting time-sensitive investigations with the Restoration Hardware Sales Audit, and Billings teams using Salesforce and CW software to correct billing data discrepancies in client orders

Exhibited customer service skills by providing Restoration Hardware products, and vendor knowledge to clients by using the company’s proprietary library to educate and enhance the order experience for the client

Showcased risk management skills by reducing and eliminating order redundances by auditing and evaluating individual client orders using CW CRM software data and Salesforce to ensure correct order completion, and adhere to S.L.A.

Collaborated with Restoration Hardware distribution centers to facilitate client order corrections and adjustments and expedite delivery services to meet the company-emphasized standards of efficiency, quality, and luxury

Displayed collaboration skills by working cross-functionally with Restoration Hardware corporate and mid-level leadership to navigate toward positive and mutually beneficial resolutions

Commonwealth Casualty Company Phoenix, AZ March 2020 – December 2020

Frontline Auto Claims Adjuster

Key Accomplishments:

Worked in association with Management to prioritize corporate Service Level Agreements (SLA) to elevate business goals, forecast client needs, ensure B2B and C2B best practices, and strengthen performance metrics

Tackled complex and adversarial liability claims by employing knowledge of Insurance contracts, endorsements, and state jurisdictional law using an enterprise CRM-integrated platform to influence a fair and balance liability decision

Organized and processed additional work within the claim process using Excel to track and monitor the progress of the additional task to an efficient and effective endpoint

Negotiated minor soft tissue injury settlements with claimant clients using enterprise CRM software to reduce long-term business liability and indemnify the claimant client

1st eight months of employment = $9000.00 of settlements

Demonstrated fraud detection and prevention skills by partnering with internal company Attorneys, Paralegals, and Claim Specialists to mitigate high-risk liability exposure, conclude monetary settlements, and acutely indemnify the claimant client

Prepared necessary correspondence to settle total loss claims with insureds, claimants, and their legal representatives while issuing accurate indemnity and expense payments

Investigated and resolved first and third-party auto physical damage claims by attempting immediate contact to confirm /review coverage and negotiating settlement agreements

State Farm Insurance Phoenix, AZ July 2018 – February 2020

Auto Claims Adjuster

Key Accomplishments:

Managed, and tracked independently monthly personal performance metrics reports to maintain and achieve planned goals and forecast new goals and strategies with Team Lead

Researched State Farm client's policy limits, terms, and services using enterprise CRM technology to maintain B2C Service Level Agreements and quality assurance

Applied legal research skills and knowledge of auto repair/construction terminology to make coverage decisions and ensure compliance with state jurisdictional law

Utilized legal research skills to apply subject matter expertise of Insurance contracts, endorsements, terms of service, and state jurisdictional law to construct a fair and balanced liability decision

Displayed case management skills by organizing the claim liability process and working with a Claim Liability Specialist to fulfill claim and company objectives fortifying beneficial judicious outcomes for claim participants

Partnered with internal company Attorneys, Paralegals, and Claim Specialists to mitigate high-risk liability exposure, conclude monetary settlements, and acutely indemnify the claimant client

Investigated and resolved first and third-party auto physical damage claims by attempting immediate contact to confirm /review coverage.

DUNLAP & MAGEE Phoenix, AZ August 2015 – June 2018

Assistant Property Manager

Key Accomplishments:

Supervised and synthesized monthly property marketing reports and trends through Yardi managing software to align property budgets and offer insights and forecasts to District Management on enhancing marketing strategies

Sustained and exceeded a 98% monthly leasing occupancy rate by using Rent Café and Yardi software data to market available apartment properties

Translated complex Low-Income Housing Tax Credit policy language and documents to effectively communicate potential conflicts in the leasing and audit process, educate the tenant, and constructively guide the process to a successful efficient outcome

Enhanced community awareness, involvement, and comradery by hosting occasional community events to supply HUD education, provide low-income housing resources, celebrate holidays, and recognize tenants

Maintained property HUD low-income housing tax credit regulatory compliance property with routine monthly auditing of tenant files, daily property surveys, periodic apartment inspections, and monitored and completed time-sensitive HUD Low-Income Housing Tax Credit certifications

Coordinated and negotiated vendor estimates and contracts for property enhancements and maintenance by using Juro CLM software

SAS RETAIL MERCHANDISING Phoenix, AZ August 2014 – August 2015

Merchandiser

Key Accomplishments:

Generated increased aisle traffic and merchandise sales by remodeling and resetting store aisles using Smart Draw planogram software

Executed onboarding training to align new employees with knowledge of the Planogram software, merchandising practices, and organization techniques

Minimized inventory discrepancies by analyzing complex Excel retail data and quantifying areas of opportunity to enhance store merchandise audit outcomes

Created daily team merchandising strategies using store sales data queries, priority charts, and projected product needs to improve point-of-purchase transactions

CVS CAREMARK Phoenix, AZ May 2013 – February 2014

F.E.P. Prescription Benefit Manager

Key Accomplishments:

Maintained customer satisfaction by collecting and updating client data within the CRM system to align member account information to business standards of operation, and regulatory compliance rules of HIPAA, and utilizing a high-touch customer-centric approach

Examined and investigated prescription drug interaction data by collaborating with Clinical Pharmacists to obtain professional risk management, and ensure the member’s health remains uncompromised

Applied fraud detection and prevention skills by researching and reviewing billing coding discrepancies in detail to reconcile outstanding account billing balances to maintain members’ involvement and eligibility with the Federal program

Collaborated with Clinical Pharmacists to provide brand prescription or generic prescription alternatives per the member benefits and health plan

Collected, maintained, and accurately recorded Provider data for all network and non-network providers associated with the Federal Employee Program using departmental workflow management, and reporting tools

Monitored assigned client tasks to mitigate errors and effectively communicate across multiple departments unexpected anomalies in the production of client order which could affect order TAT

DISCOVER FINANCIAL SERVICES Phoenix, AZ January 2011 – March 2013

Website Technical Support Specialist

Key Accomplishments:

Analyzed Zendesk ticket escalations to resolve, problem-solve or triage customer issues related to the Discover browser website, and phone application errors

Contributed to customer support operations by analyzing, and troubleshooting in-app financial query software (e.g., Quicken and Microsoft Money used in conjunction with the Discover website money management query system) to ensure AML guidelines are not abused

Optimized customer website experience with detailed guidance and instructional navigation of the browser and mobile sites' features, functions, and benefits via chat, email, and phone

Leveraged expertise and partnerships to identify and report trends in customer/user experience (CX) pain points and accessibility gaps on the Discover website

Worked collaboratively with Compliance teams to ensure financial regulatory guidelines are followed for the mitigation and elimination of customer and Enterprise risk during the use of 3rd party query software and to enhance the CX process

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