Customer Service Auto Claims
Resume:
KIMBERLY L KING
WALKER, USA ***** 218-***-**** **********@*****.*** www.linkedin.com/in/kimberlylking07050213 Bold Profile
PROFESSIONAL SUMMARY
Experienced with evaluating and processing auto claims efficiently and accurately. Utilizes advanced negotiation skills and keen eye for detail to resolve claims favorably, ensuring policy compliance. Track record of maintaining high client satisfaction through excellent customer service and effective communication.
SKILLS
Database management systems
Proficient in Microsoft Office Suite
Claims management
Policy analysis
Claims analysis
Knowledge of insurance industry regulations and State Provisions
Risk evaluation
Auto damage evaluation
Claims handling
Policy interpretation
Claims investigation
Insurance regulations knowledge
WORK HISTORY
AUTO CLAIMS ADJUSTER 12/2022 to CURRENT
AMERICAN FAMILY INSURANCE SERVICES Madison, Wisconsin
Complete policy coverage investigations and review ISO coverage issues that need to be escalated.
Contact the insured and claimants upon receiving new claim, confirm the facts of loss, determine liability if applicable and provide immediate repair services option and rental services as needed.
Proficiently use Claims Center, AFICS Resource Center, CommLink, Copart Salvage, Agero towing, Hertz and Enterprise reservation systems, Apex. Claims Toolkit for state-to -state requirements, and various claim Job aids.
Collaborate with insured and claimant attorneys, SIU investigators, Total Loss adjusters, APD support groups, Rental, Glass, MedPay and Bodily Injury adjusters throughout the claim.
Work directly with repair shops to have them provide estimates and repairs as quickly as possible for our customers and discuss any repair issues.
Maintain the highest quality customer service level. Meet and exceed adjuster daily/weekly/monthly and yearly quality metrics.
Follow Department of Insurance requirements and regulations governing each state.
Perform vehicle background checks via Lexus Nexus and vehicle license and registrations.
Process Checks and EFT payments to customers, vendors, lienholders, claimants, and other business partners.
Open appropriate casualty exposures and submit subrogation requests and work with Inbound subrogation demands via ESUBRO Hub.
Provide continuous communication to customers, repair shops and other business partners throughout the claims life cycle.
Send out Insured and Claimant liability denials, and RORs when appropriate.
Close exposures and claims after final payments are issued.
Currently hold Property and Casualty adjuster licenses in all 50 states.
Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
Documented all findings in concise reports.
Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
CLAIMS CARE CENTER INTAKE REPRESENTATIVE 03/2021 to 11/2022
AMERICAN FAMILY INSURANCE SERVICES Madison, Wisconsin
Take First Notice of Loss for Auto and Homeowner/Renters claims for all brands of AFICS.
Handle inbound and outbound call interactions within specific time limits.
Demonstrate the ability to problem solve and work independently.
Identify and gather necessary information to accurately process claims and achieve business goals.
Provide exceptional customer service to internal/external customers and business partners.
Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
Streamlined communication between departments through diligent documentation of client information and needs.
Assisted in the development of training materials for new Intake Representatives, contributing to overall team success.
Provided accurate insurance verification for clients, ensuring proper coverage was in place prior to service delivery.
INDEPENDENT CONTRACTOR 05/2020 to 03/2021
DIRECT INTERACTIONS Seattle
Sales Manager/Consultant for Amazon HUB Lockers sales team.
Consultant for American Red Cross as a National Red Cross Disaster Dispatcher for high volume inbound call center up to 200 calls a day for clients to report natural disasters, fires, floods, and other emergencies that require immediate Red Cross Assistance.
Consultant for Ohio Unemployment Agency in a fast paced, high pressure call center environment assisting unemployment applicants with their inquiries on application process, pin resets, account lockouts, filing complaints and resolving application issues with average of 100 - 200 inbound calls per agent per day.
Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
PROJECT AND PROGRAM MANAGER 09/2007 to 02/2020
UNITED HEALTH GROUP Minneapolis
Responsible for creating Open Source, MySQL and MS SQL Databases and infrastructure platforms to be consumed by over 200 UHG Lines of Businesses (LOBs).
Agile Scrum Master/Servant leader, responsible for facilitating the daily stand ups, manage communication with stakeholders, Sprint planning sessions, defects reviews, product backlog grooming sessions, removal of blocks/impediments, Iteration planning and reviews, retrospectives and scheduling and supporting product and system demos to stakeholders, senior leaders and customers.
Managed and supervised administrative and daily program operations, complying with policies and regulations.
Established strong relationships with key stakeholders, ensuring support for program initiatives.
Developed strategic plans, setting clear objectives and achievable milestones for the team.
Managed cross-functional teams for successful project completion within deadlines and budgets.
EDUCATION
MSCIS Computer Information Systems
University of Phoenix
BS Computer Information System
DeVry Institute of Technology
PROFESSIONAL CERTIFICATIONS
Property, Casualty Adjuster licenses in my home state, Minnesota and New York, which is reciprocal to 50 states.
Certified Agile Team Facilitator
Professional Scrum Master II
Advanced Certified ScrumMaster
Professional Scrum Product Owner
Six Sigma Black Belt
U.S. Navy Veteran
VOLUNTEER WORK
Red Cross
Represented organization positively and professionally while providing community with much-needed services.
Assisted with special events and programs.
Used strong interpersonal communication skills to convey information to others.
REFERENCES
Claims Manager
Debra Fietzer,
phone 920-***-****
email ***.*******.*@*****.***
Claims adjuster
Maggi Wachtel
phone 314-***-****
email *****.*******@*****.***
Claims adjuster
Shannon White
phone 608-***-****
email *******.*****@*****.***
.
#HRJ#cb13841b-aaad-40bd-98f7-c130e9b3851a#
K
L
Contact this candidate