Experienced Adjuster with 9 years All Lines Adjuster

SHIRLENE HEAD Multi Lines Adjuster

Houston, Texas 323-***-**** *********@*****.***

PROFILE

Experienced Adjuster with 9 years of expertise/proficient in investigation, evaluation and settlement of property claims, worker’s compensation, litigated, lost time and based on best claims practices, strong communications skills and efficient case handling.

• Maintained/supervised a team of over 25 adjusters with caseloads of over 200 claims with a consistent weekly 100% closing ratio

• Strong understanding of insurance standards for workers’ compensation, liability regulations and property; well versed in working with regulatory agencies OSHA, Health Departments for compliance and reporting.

• Maintained reserves over $250,000 during claim life cycle

• Negotiated high dollar claim settlement up to $850,000+

• Coordinated and oversaw claims management strategies on claim reserving, settlement, litigation, and closures to bringing claims to resolution.

• Knowledge of analytical skills, efficient process management, and dedicated to customer service satisfaction.

PROFICIENT X1, Xactimate 28, Xactanalysis, Guidewire, Symbility, LightSpeed, ImageRight, Navigator, Nextgen, Filetrac, Microsoft -Word, Outlook, and PowerPoint. CARRIER EXPERIENCE State Farm(VAEMSN), Citizen, Allstate, FIGA, Liberty Mutual, American Family, FedNat

STATES LICENSED (Current/Previous) Louisiana, North Carolina, South Carolina, Indiana, Minnesota, Kentucky, Alaska (Worked California claims American Family)

TEXAS – 2115690, FLORIDA -W445648, MINNESOTA -40858318, KENTUCKY -DOI-1268062, INDIANA -3891333 - NATIONAL PRODUCER NUMBER, 18056729 PROFESSIONAL EXPERIENCE

10/24 – 2/2025

Team Lead Pilot Catastrophe – CARRIER – CITIZENS, Florida (Entire state) Hurricane Helene and Hurricane Milton – Residential, Commercial, Large Loss

• Supervised and managed a team of twenty (20) catastrophe desk adjusters; worked directly with the Operations Manager that insured that file quality standards were in accordance with Citizens’ procedures, best claims practices & estimating guidelines and other applicable standards.

• Assigned claims, monitored daily workloads, and ensured proper coverage for Citizens’ insurers during the catastrophe event, and supplement.

• Conducted performance evaluations and constant coaching to team adjusters.

• Oversaw complex and occasionally highly complex claims as well as directing the team how to communicate with Public Adjusters and Attorneys involved.

• Reviewed, analyzed, and developed action plans based on quality assurance data and management direction to make daily and weekly completion quota.

• Trained, mentored, and coach adjuster teams as outlined in best claims practices & estimating guidelines.

• Possessed comprehensive knowledge of estimating programs for evaluating and determining scope and repair costs.

• Managed and approved reserves for desk adjusters and approved payments (within authority).

• Reviewed and approved claims that were related to Total Loss and Large Loss by Citizens guidelines. Page 3

7/2024 – 10/2024

Desk Adjuster (Remote) Pilot Catastrophe – CARRIER – CITIZENS, Florida (Entire state) Non-Weather Water, Plumbing Residential – 150+ claims/ Large Loss (up to $100+K)

• Obtained and recorded first notice of loss along with explaining all applicable coverage for the loss, including resolving all questions of coverage associated with the claim.

• Analyzed claim to determine coverage recommendation based on policy and carrier guidelines.

• Verified facts by evaluating policy provisions, endorsements, and prior claims.

• Interviewed, telephones, and coordinate loss investigations on all assigned claims as well as handle correspondence with insureds, claimants, vendors, carriers, witnesses, public adjusters, and attorneys to gather essential information to support the claims, including proofs of loss as well as take recorded statements.

• Set proper reserves throughout the life of the claim.

• Managed coverage recommendations along with handling proper payments to insured, vendors, and experts.

6/2023 – 07/2024

Desk Adjuster (Remote) Gile Financial LLC – CARRIER – CITIZENS, Florida (Entire state) Non-Weather Water, Plumbing Residential – 200+ claims/ Large Loss (up to $100+K)

• Managed efficient cycle times and quality of claims handling.

• Mobilized additional resources for claim investigation such as Engineers, Water Mitigation, Mold Vendors, and Flooring Vendors.

• Developed positive relationships with customers, contractors, PAs, Attorneys, and Engineers

• Prepared report of findings of an investigation as well as reviews field/task adjuster’s investigation.

• Maintained/monitored diary of claim files by collecting, organizing, and documenting all relevant information to ensure all files are handled and touched on a regular basis throughout the claim.

• Initiated and responded to correspondence in a friendly and timely manner.

• Examined documents for completeness, accuracy, and conformance to carrier guidelines and policies.

12/2022– 2/2023

Catastrophe Field Adjuster Sedgwick – CARRIER – STATE FARM, Memphis, Tennessee Winter storm Elliott (Ice) 30+ claims/Residential – Large Loss ($100+K)

• Managed claims from point of contact (FNOL) to closing, scheduling, estimating, scoping, conducted on-site inspections and claim coverage recommendations for weather-related, property claims to closure along with reviewing the insured’s policy and endorsements.

• Timely identification, analysis, and resolution of coverage issues arising in claims investigation.

• Managed documentation necessary to settle and conclude claims for payments involving ice/water damage for frozen pipes, broken pipes, ice dams, roofing damage as well as interior damage.

• Communicate and interact with insureds, agency representatives, contractors, public adjusters, and attorneys promptly.

• Recommended coverage and issued payments on claims. 1/2019 – 12/2022

Catastrophe, Daily, MCM Field Adjuster CRU – CARRIER – CITIZENS, Miami, Key West Florida, and surrounding areas

Hurricane Ian, Hurricane Irma, Tropical Storm ETA, Tropical Storm Sally – 1,000+ claims / Commercial, Residential – Large Loss (over $200+K)

• Managed claims from point of contact (FNOL) to closing, scheduling, estimating, scoping, and claim coverage recommendations for weather-related, property claims to closure along with reviewing the insured’s policy and endorsements.

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• Conducted on-site inspections, evaluated damages, and managed claim negotiations with insureds, claimants, attorneys, and public adjusters.

• Timely identification, analysis, and resolution of coverage issues arising in claims investigation.

• Communicated and interacted with a variety of individuals to foster the timely resolution of claims, including, but not limited to, policyholders, public adjusters, attorneys, vendors, and experts.

• Maintained proper file documentation throughout the file's history reflecting progressive claim handling.

• Managed coverage recommendations along with handling proper payments to insured, vendors, and experts.

08/2022 – 10/2022

Desk Adjuster (Remote) BARRETT - Worker’s Compensation Examiner 250 claims (2-month assignment only)

• Handled and processed variety of claims, including litigated and catastrophic.

• Personally investigated industrial claims to figure out the extent of the injury and exposure.

• Interviewed witnesses and claimants and for pertinent information.

• Complied with company and insurance client's guidelines in claims processes, estimate writing and the closing of claims. Managed an active case load of 200 plus claims. 06/19 – 08/19

Catastrophe Field Adjuster PILOT CATASTROPHE -CARRIER – ALLSTATE, Dayton, Ohio, and surrounding areas

Tornado E4 – 65+ claims/Residential - Large Loss, Total Loss (over $300K+)

• Performed field investigations, managed claims from point of contact (FNOL) to closing, scheduling, estimating, scoping, reviewed the insured’s policy and endorsements for claim coverage recommendations for payment/settlement. Some settlements were managed onsite.

• Conducted on-site inspections, evaluated damages, and managed claim negotiations with insureds, claimants, attorneys, and public adjusters.

• Managed the claim process from FNOL to closure.

• Performed re-inspections to confirm damages and for supplement purposes.

• Recommended coverage and issued payments on claims. 10/18 – 01/19

Catastrophe Field Adjuster CAG -CARRIER – FEDNAT, Panama City, Florida, and surrounding areas Hurricane Michael – 200+ claims/ Commercial, Residential - Large Loss, +Total Loss (over $800K+)

• Managed claims from point of contact (FNOL) to closing, scheduling, estimating, scoping, and claim coverage recommendations along with reviewing the insured’s policy and endorsements. for payment/settlement. Some settlements/payments were issued onsite.

• Conducted on-site inspections, evaluated damages, and managed claim negotiations with insureds, claimants, attorneys, and public adjusters.

• Performed re-inspections to confirm damages from prior investigation and for the supplement. Some supplements were managed remotely.

08/18 – 08/18

Catastrophe Field Adjuster PILOT CATASTROPHE -CARRIER – ALLSTATE, North Carolina Hurricane Florence – 25 claims/ Residential

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09/17 – 08/18

Catastrophe Field Adjuster GILES ADJUSTING -CARRIER – CITIZENS, Miami, Fl- Upper and Lower Keys and surrounding areas.

Hurricane Irma – 500+ claims Commercial, Residential, Farm - Large Loss (over $250K+) 08/17 – 09/17

Catastrophe Field Adjuster PILOT CATASTROPHE -CARRIER – ALLSTATE, Houston, Texas, and surrounding areas

Hurricane Harvey – 150 claims Residential

06/17 – 07/17

Catastrophe Field Adjuster PILOT CATASTROPHE -CARRIER – AMERICAN FAMILY, MINNESOTA, WISCONSIN, and surrounding areas

Wind, Hailstorms – 150 claims/Residential

03/17 – 05/17

Catastrophe Field Adjuster PILOT CATASTROPHE -CARRIER – ALLSTATE, Cleveland, Ohio, and surrounding areas

Wind, Snowstorm – 200 claims/Residential

09/16 – 09/16

Catastrophe Desk Adjuster PILOT CATASTROPHE -CARRIER – LIBERTY MUTUAL, North Carolina, and surrounding areas

Hurricane Matthew – 150 claims/ Residential

EDUCATION

UNIVERSITY OF HOUSTON BACHELOR OF BUSINESS ADMINISTRATION, MARKETING STUDIES PROGRAM 1989 HOUSTON, TEXAS

THE ADJUSTER SCHOOL TEXAS ADJUSTER CERTIFICATION, 2016 HOUSTON, TEXAS CERTIFICATION/TRAINING

Citizens, Vendor Ethics and Confidentiality Acknowledgement, 3/2024 Citizens, Claims Writing Review Course, 3/2021

Academy of Insurance Adjusting, Scoping, Estimating Water/Fire Mitigation/Restoration, 3/2020 Academy of Insurance Adjusting – Large Loss Claims Handling/Investing Procedures. 3/2020 Tower Hill Insurance Training Certification. 2019

Pilot NFIP Flood Mentor Training Program. 2017, 2018 State Farm Property Certification. 2016

State Farm Auto Certification. 2016

NICTA Property & Auto Fraud Certified. 2018

Investing Property Fraud Certified. 2018

The Adjusting School – All Lines Certified. 2016

REFERENCES

Upon request

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