Alyssa Ano
Mount Vernon,WA
Summary
Experienced Auto Damage Adjuster with a 6-year track record of providing exceptional customer service to auto claims customers. Excellent knowledge of writing and reviewing estimates accurately and timely with in-depth knowledge of claim settlement procedures. Excellent at maintaining relationships with body shops to assist with successful negotiations to ensure a fair payout for customer vehicle damages. Able to proficiently balance an extremely high workload while ensuring customer satisfaction while also producing consistently excellent results.
Overview
13
13
years of professional experience
Work History
Auto Damage Adjuster
GEICO
Renton, WA
03.2018 - Current
- Inspected damaged vehicles to determine repair costs and extent of damage.
- Analyzed photographs, diagrams, and reports to assess severity of vehicle damage.
- Researched parts pricing and labor rates to accurately estimate repair costs.
- Drafted detailed estimates for customers regarding repairs needed due to accident or other incidents.
- Negotiated with body shops on behalf of customers to secure best possible prices for repairs.
- Assisted in resolving disputes between customers and body shops over cost of repairs.
- Verified that all repair work was completed according to the estimate.
- Provided guidance and technical advice to body shop personnel on proper repair techniques.
- Evaluated customer satisfaction with completed repairs by conducting follow-up calls.
- Investigated claims of fraud involving inflated repair bills or substandard parts and labor quality.
- Reviewed invoices submitted by body shops for accuracy prior to authorizing payment.
- Maintained records of all auto damage assessments, estimates, negotiations, and payments.
- Developed relationships with various vendors in order to obtain discounts on parts orders.
- Interacted with insurance companies regarding coverage issues related to auto damages.
- Adhered strictly to company policies when assessing damages and estimating costs.
- Performed regular inspections of vehicles during the repair process in order to ensure quality standards were being met.
- Attended monthly meetings with internal staff members in order to discuss new procedures, policies pertaining to auto damage assessment, repair processes.
- Ensured compliance with state laws regulating auto repair businesses.
- Conducted research into new technologies used in the automotive industry that could improve efficiency within the organization.
- Researched and verified insurance policy coverage.
- Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.
- Determined cause and extent of damages by investigating claims with underwriters and insurance agents in field.
- Communicate with numerous team members, policyholders, claimants and witnesses by telephone, email and written correspondence to gather facts of loss to aid in claim resolution.
- Evaluated extent of damage and documented findings.
- Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs.
- Provide customer support to members, providers, billing departments and other insurance agency's regarding claims, appeals and eligibility.
- Presented claims to insurance companies.
- Maintain quality standards by reviewing claims while working off project list.
- Assisted attorneys in claimant defense if claim is contested.
- Coordinate benefits while applying applicable deductibles, co-insurance and out of pocket costs.
- Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction.
- Documented vehicle damage and condition by taking meticulous notes and photographs.
- Evaluated claims for possible fraud, contacting appropriate department for assistance and further investigation.
- Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.
- Managed heavy workload of 100+ ongoing cases thanks to strong organizational, time management and collaboration skills.
- Determined salvage value for total-loss vehicles.
- Resolved repair cost inquiries, consulting with various appraisers for second opinions to resolve disagreements.
- Completed insurance forms to indicate repair cost estimates and recommendations.
Claims Adjuster
GEICO
Honolulu, HI
01.2018 - 03.2018
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Reviewed medical records, police reports and other documents related to claim investigations.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
- Maintained accurate documentation of all claim activity within designated system.
- Organized files into logical categories; maintained complete records according to established procedures.
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Assisted colleagues with difficult cases; provided guidance regarding complex issues or scenarios.
- Adhered strictly to departmental guidelines; ensured that all activities were compliant with applicable state laws.
- Performed special projects upon request from management; completed tasks efficiently while meeting deadlines.
- Ensured timely follow-up on all open matters; kept stakeholders informed regarding status updates.
- Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.
- Evaluated performance metrics regularly; suggested modifications where necessary for increased efficiency.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
Customer Service Representative
American Savings Bank
Honolulu, HI
01.2016 - 12.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Identified potential fraud cases and reported them to the supervisor.
- Explained banking procedures and regulations to customers accurately.
- Processed loan applications and verified documentation for accuracy.
- Maintained records of customer accounts including transactions and balances.
- Handled cash deposits and withdrawals accurately according to established procedures.
- Prepared daily activity reports for management review.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Reconciled discrepancies between teller cash counts and computerized records on a daily basis.
- Informed customers about new products or services available through the bank.
- Performed general clerical duties such as filing documents related to customer accounts.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
Delivery Driver
Safety Systems Hawaii
Honolulu, HI
01.2015 - 12.2015
- Received daily delivery instructions and route assignments from dispatch.
- Ensured accurate completion of all paperwork associated with deliveries.
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Maintained accurate records of goods delivered and collected payments as required.
- Verified accuracy of items loaded onto truck against shipping documents.
- Adhered to all applicable traffic laws while driving delivery vehicle.
- Communicated regularly with dispatch regarding any delays or issues encountered on routes.
Sales Representative
T-Mobile
Tucson, AZ
01.2013 - 01.2014
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Organized client visits, presentations, product demonstrations and trade shows.
- Analyzed customer feedback to improve products and services.
- Provided technical support for customers using the company's products or services.
- Researched competitors' products, prices, and sales techniques.
- Collaborated with other departments such as marketing, finance, logistics.
- Attended industry events such as conferences, seminars.
- Identified opportunities for cross-selling additional products and services.
Aircraft Armament Systems Technician
USAF
Tucson, AZ
11.2010 - 05.2012
- Maintained and repaired aircraft armament systems, including electrical, hydraulic, pneumatic, mechanical and structural components.
- Inspected weapons systems to ensure compliance with safety standards and regulations.
- Performed pre-flight inspection of aircraft armament systems prior to flight operations.
- Troubleshot malfunctions in aircraft armament systems using technical manuals and test equipment.
- Installed new or modified armament system components on the aircraft in accordance with applicable technical instructions.
- Assisted in developing maintenance procedures for installation and troubleshooting of various types of armament systems.
- Conducted functional tests on aircraft armaments to verify proper operation prior to releasing the weapon system for use.
- Performed periodic inspections of aircraft armaments to detect corrosion or other potential problems that could affect performance or safety.
- Interpreted wiring diagrams, schematics drawings and blueprints related to the installation, maintenance and repair of aircraft armaments.
- Analyzed data from test results to determine need for corrective action or further testing requirements.
- Repaired faulty wiring harnesses associated with various types of aircraft weapons systems.
- Assisted in loading ammunition onto the aircraft according to specified weight distribution guidelines.
- Received training in hazardous material handling techniques related to working with explosives used in arming bombs and missiles.
- Participated in operational readiness exercises designed to evaluate the effectiveness of installed weapons systems under simulated combat conditions.
- Provided technical assistance during emergency response situations involving malfunctioning weapons control units aboard military aircrafts.
Education
Some College (No Degree) - Business Administration
University of Arizona
Tucson, AZSkills
- Strong Analytical Skills
- Claims Handling
- Risk Assessment
- Technical Knowledge
- Damage Assessment
- Policy Interpretation
- Damage Mitigation
- Claims Investigations
- Fraud Detection Knowledge
- Billing
- Multi-Line Phone System
- Claims Investigation
- Professionalism
- Problem-Solving Abilities
- Organizational Skills
- Excellent Communication
- Relationship Building
- Analytical Thinking
- Teamwork and Collaboration
- Customer Service Expertise
- Estimate Preparation
- Adaptability
- Effective Communication
- Proficient in CCC, Microsoft Sharepoint, CCC Portal, Excel
- Structural Assessment
- Body Shop Knowledge
- Vehicle Inspections
- Attention to Detail
- Problem-Solving
- Time Management
- Active Listening
- Appointment Scheduling
- Written Communication
- Financial Acumen
- Property Claims
- Policy Investigations
- Claims Processing
- Automobile Appraisals
- Highly Motivated
Affiliations
- Brown Belt in Brazilian Jiu Jitsu and Judo
- Disabled Veteran
Accomplishments
- Honor Flight member in the USAF
- Received merit raises during every review period at current company
- Received highest Customer Service Survey results 4 months consecutively
References
References available upon request.
Timeline
Auto Damage Adjuster
GEICO
03.2018 - Current
Claims Adjuster
GEICO
01.2018 - 03.2018
Customer Service Representative
American Savings Bank
01.2016 - 12.2017
Delivery Driver
Safety Systems Hawaii
01.2015 - 12.2015
Sales Representative
T-Mobile
01.2013 - 01.2014
Aircraft Armament Systems Technician
USAF
11.2010 - 05.2012
Some College (No Degree) - Business Administration
University of Arizona
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