Adrianna Williams
El Paso
Summary
Results-driven claims adjuster with extensive expertise in liability claims management. Proven track record in negotiating settlements and enhancing customer satisfaction through proactive relationship management. Strong communication skills and meticulous attention to detail contribute to successful outcomes.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Liability Claims Adjuster- File Owner
Progressive Insurance
El Paso
03.2025 - Current
- Investigated liability claims to determine coverage and assess damages.
- Communicated with policyholders to gather information and clarify claim details.
- Provided timely updates to customers regarding their claim status and next steps.
- Reviewed liability reports to identify fraud and discrepancies, ensuring integrity of claims process.
- Assessed subrogation opportunities to recover payments from liable third parties, enhancing recovery efforts.
- Negotiated and settled claims according to information presented through reports, research, and data verification.
- Negotiated settlements with claimants and representatives, effectively resolving disputes and facilitating timely claim closure.
Call Center Manager
Fred Loya Insurance Company
El Paso
07.2003 - 03.2025
- Managed daily operations of call center teams for customer service excellence.
- Oversaw scheduling and staffing to maintain optimal coverage levels.
- Resolved complex customer issues escalated from agents effectively.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Evaluated call metrics to uncover trends, informing service strategy adjustments.
- Guided team members in identifying consumer experience behaviors, boosting satisfaction ratings.
- Designed and delivered training programs for new call center agents, enhancing onboarding experience.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Motivated and promoted team employees from within for key leadership roles.
Education
High School Diploma -
J.M. Hanks High School
El Paso, TX05-1999
Some College (No Degree) - Civil Engineering
The University of Texas At El Paso
El Paso, TXSkills
- Claims investigation
- Fraud detection
- Subrogation management
- Data analysis
- Negotiation skills
- Customer relationship management
- Attention to detail
- Problem solving
- Conflict resolution
- Effective communication
- Multitasking skills
- Goal orientation
- Interviewing skills
Languages
Spanish
Professional
Certification
Texas Adjuster All Lines License
Timeline
Liability Claims Adjuster- File Owner
Progressive Insurance
03.2025 - Current
Call Center Manager
Fred Loya Insurance Company
07.2003 - 03.2025
High School Diploma -
J.M. Hanks High School
Some College (No Degree) - Civil Engineering
The University of Texas At El Paso