ALEXIS SMITH

•Investigated and adjusted workers’ compensation and third‑party claims from first notice of loss through resolution, applying best‑practice claim handling standards while ensuring compliance with state regulations and internal guidelines.

•Conducted comprehensive claim investigations, including policy and coverage analysis, liability and compensability evaluation, review of medical and wage documentation, and interviews with claimants, employers, and witnesses.

•Established, monitored, and adjusted claim reserves; authorized benefit payments and negotiated settlements within delegated authority to support fair, timely, and cost‑effective outcomes.

•Managed litigated and pre‑litigation claims, partnering closely with defense counsel to support discovery, deposition preparation, settlement evaluation, mediation, and adjudication strategies. Maintained clear, empathetic, and professional communication with injured workers, employers, attorneys, medical providers, and internal partners, delivering a high level of customer service while managing expectations.

•Maintained accurate, well‑documented electronic claim files; utilized claims management systems to track diaries, deadlines, payments, and legal activity to ensure audit readiness and regulatory compliance. Applied analytical judgment and negotiation skills to balance customer advocacy with risk management and cost containment objectives. Optional quantified version (use if metrics are available): - Adjusted X+ workers’ compensation claims concurrently, maintaining >X% diary compliance and supporting timely resolution of litigated and non‑litigated files.

• Collaborated with policyholders to gather necessary documentation and information.
• Evaluated claims for accuracy and compliance with policy guidelines.

• Developed strong relationships with clients, promoting trust and loyalty through excellent service.
• Maintained comprehensive records of all client interactions, allowing for efficient follow-up, and enhanced overall service quality.
• Documented customer concerns and inquiry resolutions in the internal computer system.
• Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
• Collaborated with team members to ensure consistent, high-quality service delivery across the organization.
• Resolved customer inquiries through effective communication and problem-solving techniques.
• Collaborated with cross-functional teams to enhance customer service processes and ensure accuracy.

• Conducted regular audits of closed claims files to ensure accuracy, completeness, and adherence to established procedures.
• Maintained positive relationships with agents, brokers, and insureds through professional and empathetic communication during claim processes.
• Educated policyholders on their coverages to facilitate an accurate understanding of their benefits and responsibilities throughout the claims processes.
• Negotiated fair settlements with insureds by effectively communicating findings from desk examinations of property damage claims.
• Provided excellent customer service to both internal and external customers, fostering a positive image for the company in all interactions.
• Effectively managed high-stress situations, maintaining professionalism while resolving disputes.
• Reviewed and analyzed claims data to identify discrepancies and ensure accuracy in processing.

• Resolved customer complaints empathetically, increasing loyalty and repeat business.
• Handled escalated calls efficiently, achieving satisfactory resolutions for customers and the company.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions to ensure proper follow-up.
• Developed rapport with customers through active listening, boosting retention rates and positive feedback.
• Resolved customer inquiries and issues with professionalism and patience.
• Provided exceptional customer support through phone and email communication.
• Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
• Managed high-volume calls while maintaining quality standards and response times.

• Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
• Increased client retention rates through empathetic communication and swift resolution of concerns during the adjustment process.
• Collaborated cross-functionally with other departments to effectively address complex issues impacting claims resolution times.
• Evaluated damages and handled claim negotiations with insureds, claimants, attorneys, and public adjusters.
• Used prescribed guidelines or policies in analyzing situations.
• Balanced competing priorities in a fast-paced environment, ensuring timely completion of all assigned tasks, without compromising quality or attention to detail.
• Evaluated insurance claims and determined coverage based on policy stipulations.

• Coordinated property inspections and repair efforts with adjusters, contractors, and appraisers.
• Trained new adjusters on company procedures and efficient claims management practices.
• Streamlined claims process to enhance efficiency and accelerate resolutions for clients.
• Managed high volume of claims, prioritizing based on urgency and complexity for timely resolution.
• Established strong client relationships through empathy during challenging loss or damage situations.
• Analyzed property damage reports to ensure compliance with company policies and industry standards.

• Provided comprehensive sales support across various verticals, geographies, and products for Republic Services.
• Utilized various software and tools to streamline processes and optimize performance.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Identified needs of customers promptly and efficiently.

• Cultivated customer and brand loyalty by addressing inquiries with professionalism.
• Developed customized solutions to acquire new business using effective sales tactics.
• Proactively promoted Republic Services' products for cross- and up-sell opportunities throughout sales process.
• Provided sales support for existing customers seeking account modifications.
• Developed strategic initiatives to optimize waste management solutions and reduce costs.

• Handled sensitive information with discretion, ensuring the confidentiality of personal and financial details for claimants throughout the claims examination process.
• Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
• Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
• Participated in cross-functional team meetings to address organizational challenges related to claims management, and develop solutions collaboratively.
• Reduced claim processing time by implementing efficient workflow strategies, and prioritizing tasks effectively.