Aleem Popatia

• Developed workflow improvements that streamlined claims processing, reduced adjuster cycle time, and increased throughput.
• Identified process gaps and collaborated with stakeholders to enhance workflows, clarify procedures, and optimize claims operations.
• Review property claims for supplement payments, recoverable depreciation releases, and vendor disbursements to support accuracy and coverage compliance.
• Partner with policyholders, field adjusters, vendors, and internal claims teams to support timely claim resolution and responsive customer service.
• Apply critical thinking and sound decision-making to complex, time-sensitive tasks while following policy terms, company procedures, insurance regulations, and IICRC standards.
• Supported departmental training and mentored team members on claims-handling practices and desktop management.
• Create and review job aids, training guides, SOPs, and workflow instructions to support consistent processes and standard work.
• Created AI-enabled assistant to help users locate and apply SOP guidance more easily, supporting knowledge access and consistent process execution.
• Selected for Service Power Property Dispatch pilot; worked with product teams and people leaders to improve processes, provide structured feedback, and onboard new pilot team members.

• Partnered with claims leaders to identify operational bottlenecks and improve workforce management processes and assignment strategies.
• Tracked, analyzed, and reported operational metrics, including staffing levels, productivity, and workload volume, to support data-driven decisions within claims organization.
• Reviewed data inquiries, applying business operations knowledge and cross-functional resources to deliver accurate, actionable insights.
• Used Excel to organize and review operational data through sorting, filtering, conditional formatting, tables, and charts.
• Routed work assist pipeline tasks to appropriate claims channels, ensuring efficient assignment and compliance with service-level agreements.
• Managed shifting priorities in fast-paced environment while maintaining organized workflow coordination and strong attention to detail.

• Resolved complex policyholder and vendor concerns through active problem-solving, clear communication, and customer-focused support.
• Reviewed inbound calls for quality assurance and provided focused feedback to improve claims-handling accuracy and customer experience.
• Coached new hires and existing staff on performance standards, behavioral expectations, customer interactions, and claims-handling practices to enhance team competency.
• Developed training presentations and facilitated cross-department huddles for knowledge sharing and process alignment to improve operational consistency.

• Streamlined Xactimate estimating workflow to ensure accurate adjustment and reconciliation of mitigation estimates.

• Audited vendor invoices and Xactimate estimates for scope accuracy, pricing consistency, and alignment with IICRC standards.

• Facilitated communication with policyholders, restoration companies, and field adjusters to gather essential claim information for file progress.

• Coordinated with program and non-program vendors to ensure timely support for correct mitigation practices.

• Partnered with field adjusters to guide mitigation vendors on proper drying protocols.

• Provided timely, professional support for inbound claim inquiries, enhancing customer experience.

• Recorded new auto and property claims with accuracy and attention to detail.

• Balanced workload priorities to ensure quality service and maximize customer satisfaction.

• Utilized Microsoft Outlook and other business applications to streamline daily operations.

• Adjusted quickly to changing environments while managing multiple tasks.

• Cultivated repeat business through consistent delivery of customer support and service.
• Recruited, trained, and evaluated sales and customer service personnel.
• Trained new associates on POS systems and sales tactics, enhancing daily performance.
• Managed budgets, authorized payments, and handled merchandise return processing.
• Produced profit and loss performance reports for store operations.
• Facilitated weekly meetings to align employees on store priorities and improve team communication.