Amber Garnett
MOORE,Oklahoma
Summary
Adept in claims management and critical thinking, I significantly enhanced customer satisfaction and streamlined claim settlements at Great American Insurance/Strategic Comp. Leveraging investigative abilities and Microsoft Office proficiency, I boosted team productivity and compliance, achieving notable reductions in claim resolution times. Detail-oriented Examiner with 21 years of experience. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills. Thorough understanding of claims process and insurance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Claims Specialist
Great American Insurance/Strategic Comp
10.2013 - Current
- Negotiated favorable claim settlements by utilizing strong communication and persuasion skills.
- Managed a caseload of complex claims, ensuring timely settlements and maintaining client satisfaction.
- Maintained up-to-date knowledge of industry regulations, legal developments, and emerging risks to ensure company readiness for any challenges that may arise.
- Conducted thorough investigations for accurate liability determination, leading to fair claim resolutions.
- Assisted claimants throughout entire submission process, guiding them regarding proper documentation requirements needed substantiate requests while also clarifying expectations concerning how long investigations might take before final decisions made about whether approve deny payouts proposed based findings obtained during case evaluations conducted teams assigned specialists like myself.
- Boosted customer satisfaction ratings by providing prompt responses to inquiries and resolving issues in a timely manner.
- Reviewed policy documents thoroughly before initiating coverage assessments so as not only identify gaps but also accurately interpret terms conditions applicable each situation faced when handling specific incidents reported insured individuals businesses seeking assistance under their respective insurance plans offered managed our organization.
- Enhanced team productivity by providing ongoing training to junior claims specialists on best practices and industry trends.
- Maintained compliance with regulatory requirements through diligent documentation of all claim activities.
- Mitigated potential losses by identifying fraudulent claims and coordinating with the fraud investigation unit.
- Supported continuous improvement initiatives within the department through regular feedback sessions, process reviews, and targeted training programs.
- Facilitated cross-functional collaboration between departments for streamlined case management and information sharing.
- Streamlined claims processing by implementing efficient workflow procedures and prioritizing high-impact cases.
- Contributed to company growth by assisting in the development of new products and services based on market trends analysis.
- Developed strong relationships with external partners such as healthcare providers, attorneys, and law enforcement agencies to facilitate effective claim handling processes.
- Reduced claim resolution time by effectively collaborating with internal teams, clients, and third-party professionals.
- Maximized cost savings through strategic negotiation tactics during settlement discussions with medical providers or opposing counsel parties involved in disputes or litigation proceedings related to assigned claims cases.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Conducted full claim investigations and reported updates and legal actions.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Testified on behalf of agency as part of criminal and civic proceedings.
- Directed and coordinated various investigations conducted by field investigation team.
Catastrophic Property & Casualty Adjuster
Compsource Mutual Insurance
05.2003 - 10.2013
- Enhanced customer satisfaction with thorough claim investigations and prompt settlement negotiations.
- Facilitated smooth communication between clients, agents, attorneys, medical providers, and other relevant parties throughout the claim settlement process.
- Assisted underwriting department in refining risk assessments based on claim history analysis, improving overall portfolio performance.
- Collaborated with legal teams to defend company interests in litigation matters related to casualty insurance claims.
- Supported policyholders during difficult times, providing empathetic service while managing claims objectively.
- Collaborated cross-functionally with colleagues in other departments to improve overall claim handling processes and policyholder satisfaction.
- Improved claim resolution times by efficiently investigating and evaluating casualty insurance claims.
- Negotiated cost-effective settlements with claimants by leveraging strong interpersonal skills and industry expertise.
- Reduced fraud losses through diligent investigation of suspicious claims and collaboration with law enforcement agencies.
- Mentored junior adjusters, sharing knowledge of industry trends and best practices for efficient claims management.
- Participated in ongoing training programs to continuously maintain knowledge of current industry trends and regulatory changes impacting casualty adjusting practices.
- Maintained strict adherence to state regulations when settling casualty claims, minimizing potential compliance issues.
- Maximized customer retention rates by resolving complex coverage disputes fairly and transparently.
- Optimized workload efficiency through prioritization of tasks based on claim complexity and time sensitivity.
- Streamlined the claims process by implementing best practices in documentation and communication.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Maintained contact with claimants and attorneys to determine treatment status.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Researched claims and incident information to deliver solutions and resolve problems.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Guest Relations Associate
SMG Worldwide
12.2002 - 05.2005
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Monitored online reviews, responding professionally while implementing changes based on constructive feedback from guests.
- Coordinated with event planners to successfully execute weddings, conferences, or other events held at the property.
- Exceeded guest expectations by proactively anticipating needs and offering personalized solutions, creating memorable experiences that encourage repeat visits.
- Provided valuable feedback to management on guest trends, preferences, and opportunities for improvement.
- Fostered positive relationships with guests through personalized interactions and genuine hospitality.
- Trained new Guest Relations Associates, promoting a consistent standard of excellence within the team.
- Collaborated with various departments to ensure seamless coordination of guest needs and requests.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Habilitation Training Specialist
Panhandle Support Services
10.2001 - 12.2002
- Evaluated client progress regularly, adjusting habilitation plans as needed to ensure optimal outcomes.
- Organized regular team meetings to discuss client progress, address concerns or challenges, and develop strategies for improvement.
- Improved client independence by developing and implementing individualized habilitation plans.
- Developed behavior management strategies to address challenging behaviors effectively while ensuring client safety at all times.
- Enhanced clients'' daily living skills through personalized training and support.
- Promoted a safe, positive environment for individuals with disabilities by closely monitoring their progress and wellbeing.
- Assisted clients in achieving personal goals by providing ongoing support, encouragement, and guidance.
- Established trusting relationships with clients by consistently showing empathy, patience, and understanding during training sessions.
- Served as a liaison between clients, families, and service providers to ensure clear communication regarding treatment plans and progress updates.
- Prepared and maintained records and case files detailing clients' personal and eligibility information, services provided and relevant correspondence.
Admissions Agent
Remington Park Racing Casino
03.1999 - 09.2001
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Processed customer orders quickly and accurately for timely delivery.
Reports Analyst
AT&T
03.1999 - 07.2001
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Conducted thorough quality checks on all reports, ensuring accurate and reliable results.
- Standardized reporting templates across departments for consistent data representation.
- Evaluated current reporting practices in order to identify areas for improvement and optimization potential.
- Trained new employees on report generation tools and methodologies, increasing team efficiency.
- Improved report accuracy by streamlining data collection and validation processes.
- Automated repetitive tasks in the reporting process, reducing manual workloads and improving turnaround times.
- Provided ongoing support to users of reporting systems, troubleshooting issues as needed.
- Gathered data from multiple sources to research economic indicators, analyze key metrics and track industry trends.
Assistant Manager
SUBWAY®Restaurants
06.1998 - 03.1999
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
Bachelor of Arts - Sociology
University of Oklahoma
Norman, OK05.2003
Skills
- Claims Management Expertise
- Insurance policy knowledge
- Investigative abilities
- Legal Compliance
- Documentation Review
- Accident Investigations
- Critical Thinking
- Computer Skills
- Report and Records Review
- Risk Management
- Casualty and property loss
- Microsoft Office Suite
Accomplishments
- Served as Lead Adjuster for hundreds of complex claims.
- Registered an average of 5 claims per day, exceeding company targets
- Maintained a superior quality rating of 99% in file handling from 2003 to present, exceeding the 89% department goal.
Affiliations
- Oklahoma insurance
Certification
- Oklahoma Property & Casualty License obtained in 2003
- 25+ years in customer service field
- Licensed Oklahoma Worker's Compensation adjuster since 2003
- Member of the Oklahoma Claims Association since 2003
- National Worker's Compensation member since 2003
Timeline
Senior Claims Specialist
Great American Insurance/Strategic Comp
10.2013 - Current
Catastrophic Property & Casualty Adjuster
Compsource Mutual Insurance
05.2003 - 10.2013
Guest Relations Associate
SMG Worldwide
12.2002 - 05.2005
Habilitation Training Specialist
Panhandle Support Services
10.2001 - 12.2002
Admissions Agent
Remington Park Racing Casino
03.1999 - 09.2001
Reports Analyst
AT&T
03.1999 - 07.2001
Assistant Manager
SUBWAY®Restaurants
06.1998 - 03.1999
Bachelor of Arts - Sociology
University of Oklahoma
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