Amanda Rufo
Warrington,PA
Summary
- Eight years of industry experience as Auto Appraiser, Total Loss Representative, and Estimator in the field and virtually
- Automotive Technician and Service Writer with 15 years of experience
- Total Loss SME and Copart Salvage SME
A philomath, Automotive Claims Professional with a zeal for technology, and the goal of improving user experience through technological innovation. Regularly support unit leadership by providing advice and guidance; includes process and procedure implementation and demonstration, coaching and training, policy guidance, understanding and use of Allstate technology, team building activities, knowledge assessment, and encouraging collaboration to promote promote collective development and success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Obvious Total Loss Adjuster
Allstate
07.2021 - Current
- Proficient with both auto and insurance industry terminology state insurance regulations and mechanics
- Licensed & seasoned investigator able to examine auto damage and make accurate appraisals
- Sound knowledge of vehicle construction and cost-effective repairs
- Proficient at inspection, photographing, and instructing non-professionals in photographing damaged autos in a manner that concisely delineates detail in loss
Team Lead
Allstate
07.2021 - Current
- Assisted with onboarding of new employees by providing training and development resources.
- Coached and Mentored team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
- Trained other claims staff members on proper handling, documentation, and evaluation of total losses in multiple states.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationships to support clients during challenging times.
- Resolved escalated concerns and complaints using professionalism and understanding of facets of issue.
- Pursued every opportunity to learn about Allstate business at all levels and improve team member support.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Monitored workflow to improve employee time management and increase productivity.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Led team by answering complex questions and mentoring personnel one-on-one.
- Boosted team performance by developing customer service training materials and conducting service training.
- Provided technical support to project stakeholders to help meet project objectives.
Field, Virtual, Total Loss & Drive-In Adjuster
Allstate
07.2015 - 07.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Maintained high work volume and tight deadlines.
- Documented condition and special features to provide accurate representation of customer's vehicle and damages.
- Completed inspections, detailed documentation, and appraisals on total loss vehicles, supporting documentation or for legal purposes.
- Prepared summaries of damage, payments, and policy coverage.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Resolved complex, CAT claims using high service oriented file handling.
- Identified suspicious losses and contacted manager for investigative assistance.
Parts Manager & Service Advisor
Pep Boys
01.2013 - 07.2015
Automotive Technician
Metro Acura
01.2011 - 01.2013
Education
Trade - Automotive
Automotive Training Center & Universal Technical Institute
Exton, PA01.2009
Skills
- Expert: Negotiations, Loss calculations, Total Loss, Salvage, Estimation Claims Management, Insurance law knowledge, Repair quotes, Auto Damage inspections & Estimation, Repair process understanding, CCC Estimating software, Written Communication & Insurance advising
- Advanced: Automotive Mechanical, Appointment Scheduling, Microsoft 360 business applications, Total Loss Training & Mentorship, Rental assistance
- Intermediate: Business Acumen, Mitchell Estimating software
Certification
Licensed in multiple states
I-Car Platinum
VTA Development Program Graduate
Timeline
Obvious Total Loss Adjuster
Allstate
07.2021 - Current
Team Lead
Allstate
07.2021 - Current
Field, Virtual, Total Loss & Drive-In Adjuster
Allstate
07.2015 - 07.2021
Parts Manager & Service Advisor
Pep Boys
01.2013 - 07.2015
Automotive Technician
Metro Acura
01.2011 - 01.2013
Trade - Automotive
Automotive Training Center & Universal Technical Institute