Customer Service Liability Claims

Vonda Powell

A u t o C l a i m s A d j u s t e r

Indianapolis, IN 46235 • 252-***-**** • *****.******@****.*** Professional Summary

Customer-focused claims professional with over 20 years of experience in customer service and 10 years in virtual, customer-facing environments utilizing internet, phone, and chat features. Proven expertise in processing auto and home claims, managing high-stress interactions, and delivering empathetic solutions while ensuring compliance with state regulations and company policies. Adept at multitasking, resolving complex customer issues, and maintaining organization in fast-paced settings.

E x p e r i ence

MAY 2024 – PRESENT

FNOL and Existing Claims Agent INSYNC Staffing/CSAA IG

• Provided customer first-line support by taking initial reports of auto and home insurance claims and verifying coverage details.

• Addressed customer inquiries about claim status, processes, and policy updates through phone, email, text, and chat platforms.

• Coordinated with claims adjusters to facilitate smooth resolution and settlement of claims.

• Delivered empathetic and professional service while resolving customer concerns and addressing escalations.

• Was part of the Human Receptionist team to help improve the IVR system, Amelia. MAY 2003 – NOVEMBER 2018

Auto General Liability Claims Manager Zurich North America

• Investigated, evaluated, and settled low-complexity auto liability claims, ensuring timely and accurate resolution.

• Conducted thorough liability investigations, obtained necessary documentation, and collaborated with external adjusters as needed.

• Documented claim files and communicated outcomes to customers and stakeholders effectively.

• Ensured compliance with state regulations and company policies throughout the claims process. JUNE 1997 – MAY 2003

Workers' Compensation Claims Manager Various Employers

• Managed low-complexity workers' compensation claims, including verifying coverage, investigating claims, and negotiating settlements.

• Performed administrative functions to ensure claims were processed efficiently and within regulatory requirements.

• Delivered empathetic and professional communication to injured employees and company stakeholders. S k i l l s

CRM Tools (proprietary insurance systems) • Microsoft Office Suite • Chat and Communication Tools • Claims Management Platforms

E ducation

• MASTER'S DEGREE IN BUSINESS LAW

• KELLY SCHOOL OF BUSINESS INDIANAPOLIS, IN JANUARY 2000 – DECEMBER 2000

• BACHELOR'S DEGREE IN BUSINESS MANAGEMENT

• INDIANA INSTITUTE OF TECHNOLOGY INDIANAPOLIS, IN AUGUST 1998 – AUGUST 2000

• ASSOCIATE'S DEGREE IN BUSINESS MANAGEMENT

• INDIANA INSTITUTE OF TECHNOLOGY INDIANAPOLIS, IN MAY 1996 – MAY 1998 Key Achievements

• Successfully managed a high volume of auto and property damage claims, ensuring compliance with state-specific regulations.

• Streamlined the claim intake and documentation process, reducing resolution time and increasing customer satisfaction.

• Demonstrated adaptability and empathy in handling claims for diverse customer needs, fostering trust and loyalty.

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