AHMED ELTARAIFEE

• Completed 6-month hands-on trainee program at an ASE Certified, Maryland State Inspection Certified full-service auto repair facility

• Assisted in writing auto damage estimates — identifying vehicle body parts, confirming damage scope, and documenting repair operations

• Gained exposure to CCC ONE in a live shop environment, reinforcing formal training with real-world damage assessment and repair vs. replace decision-making

• Developed practical knowledge of vehicle systems through direct observation of general and electrical repairs — knowledge directly applicable to auto claims investigation and property damage evaluation

• Investigated the root cause of complex customer disputes, gathered documentation, and made fair, policy-compliant resolution decisions directly mirroring the claims investigation and determination process

• Managed a high-volume caseload daily, prioritizing time-sensitive cases while maintaining accuracy and strict compliance with company policy

• Identified patterns of fraud and policy abuse, escalated findings, and partnered with internal teams to resolve discrepancies — developing strong attention to detail and critical judgment

• Maintained complete and accurate case records to support audit, compliance, and quality review requirements

• Communicated outcomes clearly and professionally to customers and internal stakeholders, including delivering unfavorable decisions with empathy and fairness

• Handled inbound and outbound calls with U.S. insurance customers - explaining policy coverage, terms, exclusions, and pricing with clarity and confidence

• Conducted discovery conversations to understand each customer's situation, assets, and risk exposure, then matched appropriate coverage solutions — a direct parallel to identifying claimant needs and coverage applicability

• Managed objections, resolved customer concerns, and negotiated outcomes while maintaining professionalism and company standards

• Built strong customer rapport and guided policyholders through complex, high-stakes decisions in real time

• Documented all customer interactions completely and accurately in CRM systems