Licensed Auto Claims Adjuster with Customer-Centric Focus
Resume:
Michelle Hicks
Licensed Auto Claim Adjuster
Dedicated and results-driven Claims Adjuster with a track record of exceeding customer satisfaction targets. Seeking to leverage effective communication and problem-solving skills to maintain a customer centric approach and achieve a 95% customer satisfaction rating.
Experience Education
2021 - 2026
Liberty Mutual Insurance/Safeco Insurance
Claims Adjuster Licensed
I worked remotely as a licensed claims adjuster in the Claims Department. I assisted clients in navigating the claim process, including complex losses. Evaluated and resolved all types of auto claims with moderate supervision, focusing on coverage, liability, and damages: I used sound judgment to analyze the claim exposure and determine the best course of action. I worked closely with all parties involved in the claim process and identified opportunities for efficiency and effectiveness. Documented and communicated claims activity clearly and efficiently. Lastly, reviewed all claims for subrogation and SIU opportunities.
2002 – 2020
Liberty Mutual Insurance/Safeco Insurance
Senior Customer Service Representative
Dealt with complex customer issues, resolved escalated complaints, processed policy changes, provided quotes, assisted agents, and mentored junior staff.
Acted as a key liaison for policyholders, and Agents by ensuring their satisfaction, building loyalty, and deepening their understanding of insurance products beyond basic inquiries. Managed policy renewals, and identified opportunities for upselling, all while maintaining detailed records and ensuring compliance.
2020 – 2021
Liberty Mutual Insurance/Safeco Insurance
Underwriting Rotational Program
• Analyze risk: Review applications for auto, homes, boats, or umbrella policies.
• Research: Conduct due diligence to verify information and understand potential risks.
• Approve or deny: Make decisions based on risk assessment, often using computer models and industry guidelines.
• Set terms: If approved, determine interest rates, premiums, coverage amounts, or other conditions.
Accomplishments:
• *Non-resident designated home state all
• *2 Time Circle of Excellence Winner (2014 & 2017) Customer Service Award top 1%
• *2017 Customer Service Representative of the Year
• *Ace Award Nomination 2015
• *Senior of the Quarter 2013 1st Quarter
• *Spotlight Award nominee and recipient of multiple BRAVO and SHINE awards
• Call Center Manager Award 2006, 2009, 2010, 2011, 2012
• Agency Top Performer 2008, 2009
2002-2003
University of Phoenix On-line
Skills
• Efficient
• Metrics Driven
• 95% or more behavior aggregate
• Customer Service Driven
• Teamwork
• Punctual
• Communication Skills
Contact
8544 Sierra Ridge Drive Apt B.
Indianapolis, IN 46239
*****************@******.***
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