ANDY MANASSE
Lake Worth,USA
Summary
Experienced mechanical claims adjudicator with over four years in high-volume claims processing. Manages over 50 claims monthly, consistently achieving a customer satisfaction rate above 95%. Utilizes hands-on automotive repair expertise and problem-solving skills to resolve inquiries and de-escalate conflicts, enhancing customer experiences in fast-paced call center and remote environments.
Overview
12
12
years of professional experience
Work History
Auto Claims Adjuster-Remote
Warrantech
07.2024 - 05.2025
- Processed and adjudicated automotive extended warranty claims, ensuring compliance with policy terms and company guidelines.
- Reviewed repair orders, diagnostic reports, and vehicle histories to verify coverage and determine claim validity.
- Liaised with customers, repair shops, dealerships, and inspectors to gather documentation and expedite claim resolution.
- Delivered exceptional customer service by promptly responding to policyholder inquiries via phone, email, and online portals.
- Clearly explained coverage decisions, claim denials, and next steps to customers and repair facilities in a professional and empathetic manner.
- De-escalated customer concerns by addressing complaints, resolving disputes, and offering alternative solutions when applicable.
- Achieved high customer satisfaction ratings through timely communication and equitable claim assessments.
- Informed customers on policy benefits, exclusions, and claims procedures to enhance transparency and build trust.
- Documented all claim interactions accurately in company systems while adhering to regulatory and compliance standards.
Auto Claims Adjuster-Remote
APCO Holdings
06.2023 - 12.2023
- Conducted thorough investigations of complex auto repair claims, gathering evidence and analyzing relevant documentation.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Improved customer satisfaction by addressing concerns promptly and delivering accurate information.
- Cultivated relationships with repair vendors to secure quality service and competitive pricing for clients.
- Addressed customer complaints with empathy to foster loyalty and encourage repeat business.
Auto Claims Adjuster
Total Warranty Services
03.2019 - 11.2022
- Evaluated and investigated over 1,000 auto claims in 3 years to determine coverage.
- Verified contract coverage timely to facilitate smooth repair procedures and appointments.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and repair shop processes.
- Escalated suspicious claims to supervisor for thorough investigation and analysis.
- Examined photographs and surveillance and any other documents relating to claims.
- Responded to customer requests for products, services, and company information.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Participated in team projects to enhance group performance.
Automotive Service Technician
Schumacher Automotive
10.2013 - 08.2017
- Level 2 Chrysler Technician
- Established clear repair plans with line-item details of expected labor and parts costs.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Performed safety and emissions inspections.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Examined new and replacement parts to uncover defects.
- Aligned systems with manufacturer specifications through skilled calibration.
Customer Service Representative
Teleperformance
10.2018 - 01.2019
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Answered constant flow of 30 average customer calls per day with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
Ecommerce Manager
Self Employed
08.2017 - 09.2018
- Conducted market research to identify new opportunities and target markets.
- Coordinated with design and media teams to develop high-quality creative assets.
- Researched market trends to identify customer needs and preferences for strategic planning.
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
- Created and managed social media campaigns to increase brand engagement.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
Education
Certificate of Completion - Automotive Repair
Sheridan Technical College
Hollywood, FL12-2016
Diploma - Automotive
South Tech Academy
Boynton Beach, FL05-2013
Skills
- Mechanical Claims Adjudication
- VSC Contract Interpretation
- Labor Rate & Parts Verification
- Negotiation
- Customer service
- Analytical thinking
- Conflict resolution
- Strong communication
- Attention to detail
- Technical proficiency
LANGUAGES
English - Bilingual
Creole - Native
Timeline
Auto Claims Adjuster-Remote
Warrantech
07.2024 - 05.2025
Auto Claims Adjuster-Remote
APCO Holdings
06.2023 - 12.2023
Auto Claims Adjuster
Total Warranty Services
03.2019 - 11.2022
Customer Service Representative
Teleperformance
10.2018 - 01.2019
Ecommerce Manager
Self Employed
08.2017 - 09.2018
Automotive Service Technician
Schumacher Automotive
10.2013 - 08.2017
Diploma - Automotive
South Tech Academy
Certificate of Completion - Automotive Repair
Sheridan Technical College