Versatile Claims and Production Specialist

Vonda Powell

Indianapolis, IN ***** • 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.

Experience

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 Zurich North America

• 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.

OCTOBER 1997-JUNE1997

Annuity New Business Analyst Conseco-Carmel, IN

* Complete Customer Service Field Service Agents

* Verbal and virtual inquiries by researching and problem solving.

Skills

• • •

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

Management Platforms

Education

• 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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