ANITA MCDONALD
Haines City
Summary
Experienced with handling intricate claims and dispute resolutions. Uses analytical skills to assess risks and ensure compliance with industry regulations. Track record of fostering customer satisfaction and enhancing operational efficiency.
Overview
2024
2024
years of professional experience
Work History
Sr. Claim Representative
USAA Insurance
Tampa, FL
10.2019 - 01.2024
- Analyzed complex claims to determine validity and ensure compliance with policy terms.
- Collaborated with internal teams to improve claims processing efficiency and reduce turnaround times.
- Mentored junior representatives, providing guidance on best practices and procedural adherence.
- Resolved escalated customer inquiries, enhancing satisfaction through effective communication and problem-solving.
- Reduced backlog of pending claims by 92% monthly.
Catastrophe Desk Adjuster
The Best IRS
Dallas, TX
04.2019 - 09.2019
- Evaluated and processed claims to ensure compliance with IRS regulations and company policies.
- Coordinated communication between clients and internal teams to resolve complex claim issues efficiently.
- Developed training materials for new adjusters, enhancing onboarding processes and knowledge retention reducing claim handling error ratio from 52.9% to 35.7%.
- Mentored junior adjusters, fostering skill development and improving team performance through guidance.
Resolution Manager
Professional Staffing Services
Atlanta, GA
10.2018 - 02.2019
- Led resolution initiatives to enhance client satisfaction and operational efficiency.
- Mentored team members on conflict resolution strategies and best practices.
- Analyzed customer feedback to identify trends and improve service delivery by 91%.
- Developed training materials to support staff in resolving complex issues.
Claim Examiner
Lighthouse Property Insurance
Orlando, FL
2017 - 07.2018
- Evaluated and processed insurance claims to ensure timely and accurate resolution.
- Collaborated with policyholders to gather necessary documentation for claim assessments.
- Analyzed claim data using industry-specific software to identify trends and discrepancies.
- Trained junior examiners on best practices in claims processing and compliance standards.
- Increased claims closure rate from 1:1 to 8:1 monthly.
Customer Service Representative
Mountain LTD
New Gloucester, ME
03.2015 - 09.2016
- Monitored customer feedback to identify areas for service improvement and innovation.
- Implemented best practices for conflict resolution, fostering positive customer relationships.
- Coordinated with other departments to address complex customer concerns promptly.
- Managed an average of 65 customer calls per day.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on company policies and service standards.
Education
Bachelor of Science - Finance
Florida State University
Tallahassee, FLSkills
- Coverage verification
- Customer service
- Claims investigation
- Documentation review
- Claims analysis
- Decision-making
- Claims processing
- Interpersonal communication
- Conflict resolution
- Loss evaluation
- Problem-solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 field staff adjusters.
- Increased revenue from at-fault parties by 93% via subrogation
investigations
Timeline
Sr. Claim Representative
USAA Insurance
10.2019 - 01.2024
Catastrophe Desk Adjuster
The Best IRS
04.2019 - 09.2019
Resolution Manager
Professional Staffing Services
10.2018 - 02.2019
Customer Service Representative
Mountain LTD
03.2015 - 09.2016
Claim Examiner
Lighthouse Property Insurance
2017 - 07.2018
Bachelor of Science - Finance
Florida State University