Data Entry & Customer Relations Specialist
Resume:
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Orrtanna, PA *****
***************@*****.***
EDUCATION AND
TRAINING
Bachelor of Science
Educational Studies
Grand Canyon University, Phoenix,
AZ
SHELLY HOFFMAN
SUMMARY
Insurance professional with strong skills in handling complex property, commercial claims, litigated and construction defect claims. Strong aptitude for technology, determining liabilities, managing other adjusters, and negotiating settlements. Detail-oriented, observant, and knowledgeable with excellent interpersonal and documentation skills. Efficiently handle high case volumes with accuracy and care.
SKILLS
Florida Independent Insurance
Adjuster Licensed (620 all-lines)
W168962
Licensed to handle claims in TX,
FL, AL, AR, NC, OK, WY, KY,
NC, MS,SC
Xactimate, Microsoft Office, Back
Office systems, File Track, Virtual
Claims Adjuster and Click Claims,
Guidewire
Complex Problem Solving
Critical Thinking
Settlement Negotiations
Coverage Assessment
Team Collaboration
Claims Evaluation
Verbal and Written
Communication
Litigation Resolution
EXPERIENCE
INDEPENDENT INSURANCE ADJUSTER /DIRECTOR OF CLIENT ENGAGEMENT AND STRAGEGY
Caledonia National / Orrtanna, PA January 8, 2025 to Present
Speaker at the 2025 PLRB event held in Arizona addressing Resiliency and communications with carriers, insureds, Public Adjusters, claimants and attorneys.
Create Claims Handling Guidelines for new TPA/DCA firm
Develop best practices and handling procedures for TPAs, enhancing consistency and effectiveness.
Created all claim letters for General Liability Account
Interviewed vendors and negotiated terms
Trained staff on intake, claim handling
Spearheaded business growth, expanding TPA operations from zero to three books of business within five months. Conduct internal claim audits for DCAs and TPAs to ensure compliance and operational efficiency.
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Drafted structured correspondence and designed streamlined intake procedures to improve workflow.
Analyze potential business opportunities to assess profitability and long-term viability.
Guide carriers, syndicates, and brokers in identifying DCAs and TPAs that exceed expectations and align with metric goals.
Implement efficient and scalable processes that enable DCAs and TPAs to optimize resources, enhance profitability, and reduce employee/manager burnout
Created Vendor list for an insurance carrier
CONSTRUCTION DEFECT ACCOUNT MANAGER
Mills Mehr & Associates /Clearwater, FL / May 15, 2023, to January 8, 2025
Handled complex commercial general liability claims including Homeowners associations (claimants) and stucco subcontractors.
Analyzed and created Third- Party Report for Certain Underwriters of Lloyds of London for review and response.
Worked with attorneys, insureds, and co-carriers to resolve claims effectively, efficiently and in a cost- effective manner.
Utilized negotiating skills to resolve claims.
PROPERTY INSURANCE ADJUSTER
Independent Orrtanna, PA May 2021 to May 2023
Investigated properties, classified damages, and created estimates outlining repair costs.
Reviewed, evaluated, and adjusted claims to promote fair and prompt settlement.
Negotiated and settled claims according to information presented through reports, research, and data verification.
Coordinated benefits while applying applicable deductibles, co- insurance, and out-of-pocket costs.
Drafted statement of loss to summarize damages, payments, and underlying policy coverage.
Investigated potentially fraudulent claims with focus on thoroughness, quality, and cost control.
Communicated with legal counsel on claims involving litigation. PROPERTY CLAIMS SUPERVISOR
Insurance Claims Unlimited Tarpon Springs, FL October 2020 - May 2021
Conducted reviews and evaluations for cost-reduction opportunities.
Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Quality assurance of independent field adjusters in multiple states
Recruitment of field adjusters for client rosters.
Supervise a team of file reviewers for compliance of client metrics.
Market, prepare and execute training seminars.
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Per client audit in First month improved quality of estimates and reports to exceed 45 percent of other IA firms.
Developed, Prepared and Executed a training seminar for 100 plus field and desk adjusters via Zoom.
Ensured the client metrics were met in their Best Practices Guide.
Audited claims for sound claim settlements, investigations in accordance with company process and procedures.
Interviewed, hired, and dismissed employees.
Prepared and executed bi-weekly team meetings via Zoom.
Improved employee retention.
DESK ADJUSTER
Mills Mehr & Associates /Clearwater, FL / April 2020- October 2020
Handled Covid- business Income loss claims.
General Liability
Hurricane Claims
Commercial Claims
ACCOUNT MANAGER
Peninsula Insurance Bureau Apopka, FL April 2017 - February 2020
Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Built and maintained productive relationships with 33 coverholders.
De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
Motivated and worked with onboarding team members successfully.
Ability to work remotely with limited supervision and exceeds auditing criteria.
Prepare and compose professional claims handling correspondence including developing a template requested by a corporate insurance agency for Business Income.
Actively involved in SIU investigations.
Responsible for pursuing subrogation opportunities for large losses.
Knowledge of Department of Insurance Regulations and Handling guidelines for all states licensed.
Knowledge of handling large Commercial losses that exceed millions in coverage.
Ability to handle Split Claim Files.
Proven ability to prepare reports for admitted and non-admitted carriers per the carriers' requirements and requests.
Reponded to Civil Remedy Notices
Experienced and was assigned claims that received Notices of Intent.
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CLAIMS FILE EXAMINER III
Ryze Claims Solutions Tampa, FL February 2016 - April 2017
Claim handling from cradle to grave.
Superior claim handling resulted in client (Security First) vendor- ranking rising from #3 to #1.
Interpret policy and apply it to claim handling, timely and accurate reserve setting.
Negotiate with attorneys, Public Adjusters, general contractors, and water mitigation companies.
File review and close 80 claims per month with high quality-assurance ratings.
Review and audit Xactimate field estimates.
Handle high-profile claims and manage challenging policy holders.
Experience with complex and large loss claim handling.
Resolve variety of causes of loss- burglary, lightning, theft, water leaks, hurricane, hailstorms, fires, and wind claims. Managed Additional Living Expense, Contents, and “fast” track claims. SINKHOLE DESK ADJUSTER
NCA Group Tampa, FL January 2015 - January 2016
Deployed at Citizens Property Insurance Corporation (FL).
Provided superior claim handling and high level of insured satisfaction.
Reviewed stabilization settlement agreements & processes to insureds, Public Adjusters, and attorneys.
Facilitated scheduling of stabilization contractors, geotechnical engineers, and cosmetic contractors.
Prepared property sinkhole stabilization estimates per geotechnical engineering remediation protocols.
Audited & adjusted residential cosmetic estimates.
Reviewed payment and performance bonds permits, warranties to ensure compliance with litigation agreements.
Prepared and issued expense and indemnity payments with $100k in authority.
Managed emergency sinkhole drop-outs and subsidence mitigation. Performed field inspections with insureds and expert engineers.
Participated in litigation trial preparation.
Handled a desktop of 80 litigated claim files.
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PROPERTY FIELD INSURANCE ADJUSTER
Independent Orrtanna, PA October 2010 – January 2015
Investigated properties, classified damages, and created estimates outlining repair costs.
Reviewed, evaluated, and adjusted claims to promote fair and prompt settlement.
Negotiated and settled claims according to information presented through reports, research, and data verification.
Coordinated benefits while applying applicable deductibles, co- insurance, and out-of-pocket costs.
Drafted statement of loss to summarize damages, payments, and underlying policy coverage.
Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
Communicated with legal counsel on claims involving litigation.
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