ARIANA CESEÑA
Highland,CA
Summary
Results-driven insurance claims leader with 15+ years of progressive experience across property and liability claims, including supervisory and acting management roles. Proven ability to lead field teams, drive performance metrics, improve operational efficiency, and deliver exceptional customer service. Recognized for strong decision-making, coaching, and collaboration. Seeking a management role where I can further develop teams, optimize claims operations, and contribute to organizational success.
Overview
18
18
years of professional experience
Work History
Field Claims Supervisor
Farmers Insurance
Southern California
07.2021 - Current
- Lead and supervise a team of 7 field property claims representatives supporting a broad territory.
- Consistently support team performance resulting in meeting or exceeding key metrics for cycle time, customer satisfaction, and quality.
- Review complex claims and estimates; approve settlement authority while maintaining strong file quality and compliance scores.
- Conduct regular file audits and targeted coaching, contributing to measurable improvements in estimate accuracy and documentation quality.
- Manage escalated customer and agent concerns, achieving timely resolution and improved customer experience outcomes.
- Coach and develop employees through structured one-on-ones, performance plans, and goal tracking, supporting employee engagement and retention.
- Partner with leadership to implement workflow improvements that increased operational efficiency and reduced rework.
Field Property Claims Representative
Farmers Insurance
Ontario, CA
11.2018 - 07.2021
- Managed an inventory of residential property claims while exceeding expectations.
- Produced accurate estimates and documentation, contributing to positive audit results.
- Identified subrogation opportunities and reported potential fraud per regulatory requirements.
Special Liability Claims Representative
Farmers Insurance
Ontario, CA
07.2008 - 11.2018
- Handled complex bodily injury and liability claims from initial investigation through final settlement.
- Negotiated settlements with claimants, attorneys, and medical providers while maintaining severity control and compliance standards.
- Recognized for consistent performance and customer service excellence.
Acting Liability Claims Supervisor
Farmers Insurance
Ontario, CA
01.2017 - 05.2017
- Supervised a team of 3 liability claims representatives, maintaining workload balance and quality.
- Approved settlement authority and resolved escalations, contributing to timely claim closure and customer satisfaction.
Education
Bachelor of Arts - Liberal Studies, Sociology, Education
University of California, Riverside
Riverside, California06.2006
Skills
- Claims Operations
- Team Leadership & Coaching
- Performance Management
- Property & Liability Claims
- Escalation Resolution
- Authority Review
- Customer Service Excellence
- Negotiation & Settlement Strategy
- Process Improvement
- File Audits & Quality Assurance
- Bilingual (Spanish/English)
- Proficient in XactAnalysis
KEY ACCOMPLISHMENTS
Farmers Claims Excellence Coin (2008): National top score on Home Office Exit Exam, Consistently met or exceeded performance metrics as a claims representative (2009–2020), Superior Service Customer Service Awards: 2015, 2016, April 2020, October 2020, Exceeded performance metrics as a field claims supervisor 2024 and 2025
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Field Claims Supervisor
Farmers Insurance
07.2021 - Current
Field Property Claims Representative
Farmers Insurance
11.2018 - 07.2021
Acting Liability Claims Supervisor
Farmers Insurance
01.2017 - 05.2017
Special Liability Claims Representative
Farmers Insurance
07.2008 - 11.2018
Bachelor of Arts - Liberal Studies, Sociology, Education
University of California, Riverside