Annette Hernandez
San Antonio
Summary
Experienced Auto Claims Insurance Specialist successful at managing high caseloads in fast-paced environment. Experienced in liability and coverage determination for auto claims. Able to work under the high volume in a call center environment while multi-tasking my own personal work list. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering 10 plus years of customer service experience and willingness to take on any challenge.
Take pride in hard work ethic and always eager to learn and grow in my career.
Overview
10
10
years of professional experience
Work History
Auto Claims Adjuster
USAA
05.2022 - Current
- Deliver a concierge level of the best in class member service in a contact environment, through setting appropriate expectations, proactive communications, advice and empathy
- Provide claims service via internal channels to members and third-party customers
- Acquires and applies basic knowledge of Property & Casualty insurance industry products, services, and processes to include P&C insurance policy contracts and coverages and the USAA claim handling process and procedures.
- Negotiated with claimants to settle claims.
- Examined photographs and surveillance and any other documents relating to claims.
- Evaluated and investigated over 200 auto claims in 2023 and determined liability and coverage issues to resolution.
- Reviewed police reports, recorded statements, photographs and other documentation to gain complete understanding of accident.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Customer Service/Wholesale Delivery
Twin Liquors
04.2021 - 04.2022
- Maintain peak inspection vehicle prior to and after route
- Perform repeated careful delivery of alcohol products to restaurants and bars through out San Antonio
- Extensive customer interaction face-to-face and on phones
- Maintain rigorous quality standards for route delivery times
- Ensure the correct products are delivered by confirming with coworkers as well as customers
- Exemplary customer satisfaction
- Ensures account orders are inserted into system to be pulled and delivered
- Auditing of orders to ensure the correct product and quantity is being sent out
- Billing accounts for final inspection before deliveries are sent out
- Routing drivers for successful drop-off times per customer request
Armored Service Technician
Loomis Armored LLC
09.2020 - 04.2021
- Completed security training with the company to deal with actualized criminal encounters while in route
- Worked in partnership with an armed guard to learn best practices to scan for risk, mitigate risks andmaintain security of vehicle at all times
- Adhered to delivery route in safe and secure transit
- Maintained rigorous quality standards for route delivery times
- Inspection of vehicle before departure
Amazon Delivery Associate
Paladin Prime
03.2020 - 09.2020
- Maintained peak vehicle conditions through thorough inspections prior to and after each route
- Maintained 3 figure delivery routes throughout known areas of San Antonio
- Performed repeated careful delivery of oversized and overweight packages
- Efficiently utilized tracking technology to maintain up-to-the-second delivery telemetry
- Innovated new package placement procedures for increased efficiency in package delivery speed and output
- Maintained rigorous quality standards revolving around route delivery times
- Student
Student Transportation
NEISD
09.2019 - 08.2020
- Maintain CDL Class B driving standards
- Pre-trip and post-trip inspection of school bus
- Perform scheduled routine pickups and drop offs
- Manage students to ensure a safe transportation
- Document inappropriate behavior that may need disciplinary action
Assistant Kitchen Manager
Gruene Mansion Inn
04.2016 - 07.2019
- Responsible for managing inventory and delivery of supplies to ensure a continuous outstandingcustomer experience
- Maintained extremely high standards of cleanliness and order through team processes and procedurethat resulted in consistently efficient workflow through all phases of the shift
- Facilitated professional relationships and communication between Inn staff and upper management
- Responsible for deploying and assisting a team of cooks to deliver an excellent meal experience forupwards of 200 guests
Line Cook/Shift Leader
Alamo Drafthouse Cinema
11.2013 - 04.2016
- Worked with industry standard methods and materials to maintain the highest standards of cleanlinessand organization
- Diligently maintained up-to-date ticket times with up-to-the-minute changes
- Efficiently followed instructions to prepare meals according to the highest levels of the corporatestandards and regulations
- Finalized any food items and ensured they were up to and beyond company standards to give gueststhe best experience and made changes accordingly
Education
High School Diploma -
New Braunfels High School
New Braunfels, TX2010
Property And Casualty
Skills
- Form Preparation
- Fraud Detection
- Interpretation Skills
- Mathematical Skills
- Conflict Resolution
- Data Entry and 10-Key
- Microsoft Office
- Serve Customer Needs
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Auto Claims Adjuster
USAA
05.2022 - Current
Customer Service/Wholesale Delivery
Twin Liquors
04.2021 - 04.2022
Armored Service Technician
Loomis Armored LLC
09.2020 - 04.2021
Amazon Delivery Associate
Paladin Prime
03.2020 - 09.2020
Student Transportation
NEISD
09.2019 - 08.2020
Assistant Kitchen Manager
Gruene Mansion Inn
04.2016 - 07.2019
Line Cook/Shift Leader
Alamo Drafthouse Cinema
11.2013 - 04.2016
High School Diploma -
New Braunfels High School