ASHLEY B RUISE
Fort Lauderdale,FL
Summary
Investigations and case management professional with 10+ years of experience handling complex, sensitive, and escalated matters across claims and customer-facing environments. Experienced in conducting investigations, interpreting policies and procedures, analyzing documentation, resolving disputes, maintaining confidential records, and communicating recommendations and next steps to multiple stakeholders. Proven ability to manage 200+ active cases, exercise discretion and sound judgment, de-escalate contentious situations, and work cross-functionally to drive timely resolutions. Transferable background aligned with associate relations, employee relations, performance-related issue assessment, policy guidance, and HR case management.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Claims Adjuster - Interior Managed Repair
ACCUSERVE SOLUTIONS
06.2023 - 04.2026
- Managed a workload of 200+ active claims files while prioritizing competing deadlines and maintaining accurate, timely case documentation.
- Investigated and resolved escalated disputes by reviewing documentation, analyzing information, and applying company policies, resulting in timely resolutions for clients.
- Assessed complex inquiries, identified discrepancies, and determined courses of action, facilitating swift resolutions and enhancing client satisfaction.
- Communicated clear plans of action and next steps to policyholders, clients, contractors, and internal stakeholders during sensitive and escalated situations.
- Coordinated cross-functionally to resolve scheduling, inspection, and contractor-service issues, streamlining processes and improving overall case management.
- Maintained detailed records of case activity, communications, status updates, supporting documentation, and resolution progress.
Claims Adjuster
JACOBSON GROUP / BURTON CLAIMS SERVICES
11.2022 - 06.2023
- Reviewed and investigated property claims to determine the cause of loss, the policy coverage, and the appropriate resolution.
- Analyzed claim documentation, estimates, and supporting information to assess complex and disputed matters.
- Coordinated communication with insureds, attorneys, public adjusters, and stakeholders to ensure thorough investigation and timely resolution.
- Reviewed disputed and supplemental estimates, negotiated resolutions within established authority, and escalated matters for further review.
- Handled sensitive claim information with professionalism, discretion, sound judgment, and timely communication.
- Maintained detailed case records and managed documentation, payments, and actions to ensure efficient case closure.
Property & Daily/Catastrophe Claims Adjuster
TD INSURANCE
01.2021 - 09.2022
- Investigated residential, condominium, trailer, daily, and catastrophe claims to determine cause of loss and ensure applicable coverage.
- Interpreted policy information and analyzed claim circumstances to determine whether losses were covered within established policy limits.
- Communicated regularly with insureds, providing timely case updates and addressing questions to enhance customer experience.
- Reviewed repair estimates and evaluated settlement options, preparing necessary supplements while managing claims through to settlement and closure.
Customer Service Representative
BROWARD COUNTY TRANSIT - TOPS
08.2017 - 10.2020
- Resolved customer service issues, complaints, and reservation concerns, ensuring customer satisfaction through professionalism and empathy.
- Collaborated with dispatchers and drivers to assess situations and identify solutions for timely resolution of service issues.
- Documented and communicated customer concerns to appropriate personnel, effectively managing multiple requests and priorities.
Customer Retention Representative
CONVERGYS - CUSTOMER RETENTION GROUP / DIRECTV
07.2015 - 08.2017
- Utilized active listening and critical thinking to uncover underlying concerns, leading to tailored solutions that enhanced customer satisfaction.
- De-escalated sensitive interactions with professionalism and composure, fostering trust and improving customer relationships.
- Resolved complex issues and educated customers on solutions, ensuring clarity in procedures and maintaining accurate interaction records.
Education
High School Diploma -
Dillard High School
Skills
- Investigations Associate & Employee Relations Support Conflict Resolution & De-escalation Policy & Procedure Interpretation Case Management Issue Assessment Recommendations Confidentiality Recordkeeping Stakeholder Relations Analytical Thinking Problem Solving Professional Communication Discretion, Tact & Judgment Cross-Functional Collaboration Microsoft Office Xactimate Claims Management Systems
- Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Outlook Xactimate Data Entry Claims Management Systems
- Judgment calls
- Discretion, Tact & Judgment
- Stakeholder Relations
- Cross-Functional Collaboration
- Teamwork
- Conflict management
- Issue resolution
- Customer engagement
- Ethical decision-making
- Communication skills
- Decision processes
- Decision processes
- Conflict management
Personal Information
Title: ASSOCIATE RELATIONS | INVESTIGATIONS | POLICY INTERPRETATION | CONFLICT RESOLUTION
Certification
Florida 6-20 All-Lines Adjuster License - Certified
Timeline
Claims Adjuster - Interior Managed Repair
ACCUSERVE SOLUTIONS
06.2023 - 04.2026
Claims Adjuster
JACOBSON GROUP / BURTON CLAIMS SERVICES
11.2022 - 06.2023
Property & Daily/Catastrophe Claims Adjuster
TD INSURANCE
01.2021 - 09.2022
Customer Service Representative
BROWARD COUNTY TRANSIT - TOPS
08.2017 - 10.2020
Customer Retention Representative
CONVERGYS - CUSTOMER RETENTION GROUP / DIRECTV
07.2015 - 08.2017
High School Diploma -
Dillard High School