Risk Management Project

Patricia A. White, MS, MBA, Ed. S, Ph,D.

Customer Relationship Management Project Management Risk Management Experienced Claims Specialist, proficient in servicing customer claims and drive cost containment, client satisfaction, and long-term partnerships. Skilled in delivering guidance on claims solutions and coordinating claims. Proactive in maintaining strong client relationships, managing high-value claims, while providing data analysis and providing support in risk management and customer satisfaction roles. Ready to leverage expertise in customer relationship management to excel in an customer relations or training.

EDUCATION & TRAINING

Master of Science

Full Sail University – Winter Park, Florida

Master Business Administration

Orlando College – Orlando, Florida

Education Specialist – Computer Science

Nova Southeastern University – Fort Lauderdale, Fl PH. D. – Information Systems

Nova Southeastern University – Fort Lauderdale, Fl WORK EXPERIENCE

Claims Risk Management Specialist Dec. 2021 - Present State Farm – Remote

• Managed detailed investigations to detect roof & property & commercial damage

(Hail, Wind, Water, Fire, & theft) for fair assessments for claimants, taking photos, completing scope sheets, measurements, & other detailed information to complete claims from start to finish.

• Expert in managing high-value exposure claims, providing thorough assessments, conducting onsite inspections, handling high damage reviews, and strategic negotiations for complex property claims exceeding millions.

• Cultivates and maintains strong relationships with customers through regular communication and proactive outreach, fostering a collaborative environment and ensuring alignment with customer needs and expectations.

• Specializes in the handling of claims demonstrating an understanding of state- specific laws, jurisdictions, and regulations.

• Develops and execute strategic action plans for each claim, employing risk assessment techniques to minimize organizational exposure.

• Interprets policies, endorsements, declarations, articles, & policy histories.

• Assists with troubleshooting any technical problems for customers with utilizing portal and risk management system.

• Engages consistently with stakeholders and clients, resolving inquiries, troubleshooting issues, and ensuring unparalleled service delivery.

• Collaborate with Public Adjusters, Attorneys, & other stakeholders to gather information and evaluate evidence, negotiate settlements, ensuring to retain business.

• Complete estimates & sketches using Xactimate to scope & estimate properties.

• Negotiate settlements with contactors achieving 98% satisfaction rate during reconciliation.

• Educate and trained vendor partners on coverages.

• Maintain detail records of claims activities, settlement, reserves, ensuring transparency and regulatory compliance.

• Identify opportunities for subrogation and recovery, taking proactive steps to minimize financial impact.

• Provide exceptional customer service and guidance to policyholders, claimants and other key stakeholders throughout the claims process fostering the claims process.

Inspector June 2016 – Jan. 2024

Groundworks, - Jacksonville, FL

• Inspected residential properties capturing interior & exterior photos completing photos and reports 98% of the time.

PERSONAL CONTACT

AREAS OF EXPERTISE

• Customer Servicing & Engagement

• Customer Relations

• Customer Service & Support

• Compliance & Quality Assurance

• Optimizing Report Generation

• Performance Evaluations

• Insurance Claims Processes

• Data Analysis & Reporting

• Program Evaluations & Enhancement

• Project Management

• Training & Development

• Active Listening Skills

• Insurance Claim Cycle

• Risk Management

TECHNICAL KNOWLEDGE

• Claims Management System

• Tableau

• Xactimate

• XactContents

• ClaimsXperience

• Cognos

• Sales force

• Microsoft Office

• IBM Watson

• Power BI

CERTIFICATIONS

• Project Management Certification (PMP)

– 2021

• Xactimate, 2021

• Certified Associate in Project

Management (CAPM) - 2020

• Scrum Fundamental Certificate – 2019

• Supreme Court Certified Mediator –

2020

• PMP-Risk Management Certification

(PMP-RMP)anticipating – 2025

• Google Analytics Data Analyst Certificate

– 2024

• IBM Data Analyst Professional Certificate

– 2024

• IBM Data Analyst Professional Certificate

• Six sigma Black Belt - 2019

904-***-****

*********@*****.***

LOCATION: ORANGE PARK

• Documented and completed sketches 100% of the time.

• Uploaded & completed reports 100% of the time.

ECTA Claims Adjuster July 2022 – Dec. 2022

Eberls – Dallas, TX

• Answered inbound calls from claimants, public adjusters, attorneys, contractors, vendors, etc., for claim related inquiries with 98% efficiency.

• Ensured compliance with documenting claims file system with 100% efficiency for all calls.

• Acted as a key point of contact for customers addressing inquiries, resolving escalations, and ensuring exceptional customer service delivery. Courseware Project Developer Jan. 2007 – Jan. 2008 LSI – Jacksonville, FL

• Developed interactive multimedia military training simulations by creating storyboards by using JavaScript, Kruest, and Adobe Captivate.

• Collaborated with Project Manager, SMEs, and team members to ensure successful delivery of projects by compiling, packaging, and exporting content into the final delivery format.

• Assisted in managing contractual obligations and ensuring compliance with governmental regulations, while coordinating efforts across cross-functional teams.

• Created and maintained Excel spreadsheets to track project schedules, monitor progress, and ensure adherence to project standards and deliverables. Department Chair Jan. 2002 – Oct. 2005

Kaplan University – Fort Lauderdale, FL

• Led a team of 38 faculty members and six curriculum developers in the Programming Department, ensuring operational excellence.

• Optimized departmental standard operating procedures and quality control measures for continuous improvement.

• Provided strategic leadership for program initiatives, including workflow design, project planning, and timely execution.

• Assessed and validated employee performance through detailed work evaluations.

• Analyzed key performance metrics (KPIs) to enhance student success, retention, & departmental growth.

• Directed hiring, training, and performance evaluations while addressing personnel and departmental concerns.

• Assisted in budgeting, student retention strategies, and training program development, recommending cost-effective solutions.

• Acted as a liaison between faculty, senior leadership, and the college president to ensure alignment on key initiatives.

• Delivered online Computer Science and Business courses, including Microsoft Excel, Access, PowerPoint, and Word.

VOLUNTEERISM

• Homeless Community

Contact this candidate