Ashley Celaya
Phoenix,AZ
Summary
Seasoned Lead Damage Claim Specialist with a proven track record at Ready Logistics, adept in critical thinking and fostering teamwork. Excelled in handling high-stakes claims, recovering $307,776 in collections, and mentoring a dynamic team. Renowned for exceptional customer service and strategic decision-making, consistently enhancing operational efficiency and client satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Lead Damage Claim Specialist
Ready Logistics
01.2020 - Current
- Handled all the key clients claims and will have a determination presented within or before 5 days to keep our Time in Progress metric green. If all documents are provided when claim is opened I will have a determination within the same day. My determinations are clear with documents to support my findings.
- Being a strong team lead to inspire, motivate and provide suggestions to make each individual thrive within their job. I lead a team of 3; 2 claims rep and an admin. As a lead I like to work closely with my Team as a coach and make sure they share my knowledge and knows how to utilize all the tools we have available to do the best at their roles. To handle every mishap as a learning opportunity. My team has said I've motivated them to utilize all our tools available to help them perform a proper investigation and that I always push them to think out side of the box since claims are not always black and white. My team says that I am extremely resourceful and very optimistic in difficult times. And that no matter what they always feel comfortable coming to me with any matter.
- I work closely with insurance adjusters to satisfy the claim for payment to be sent to Ready Logistics.
- Having a great network within client success and the auction to keep the claims flowing properly.
- I handle collections independently. My current collection case load is 84. Within these 84 cases, we have paid out a total of $569,017. I have collected back $307,776 myself. I have worked independently on collections for over 2 years. I work closely with our carrier partners to work out a reasonable payment plan for them and the company. I am also responsible for reporting on financial progress and solely responsible for our claims AR.
- Managed high-volume caseloads effectively, prioritizing urgent cases while maintaining attention to detail for all claims.
- Mentored junior team members by providing guidance on navigating complex claim scenarios efficiently.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Posted payments to accounts and maintained records.
- Making outbound calls to our carrier partners to collect their balances due, utilizing Authorize for payments and entering those payments within Salesforce.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
- I handle the teams metrics and update them every monday with pulling reports from Salesforce.
Carrier Experience
Ready Logistics
01.2018 - 01.2020
- I managed carriers accounts in our old system 1Dispatch.
- I had to make sure our carriers insurance was up to date. This involved reviewing the carriers account and requesting an updated insurance certificate from the carrier and their insurance agent. Once the certificate was received I would update their account to get them back into compliance.
- I would utilize FMCSA to ensure that our carriers were in compliance with them and confirm their DOT # and MC # was active.
- I would handle the carriers account if it was needed to be yellow listed, red listed or black listed and provide a clear explanation for the restrictions.
- I was responsible for the on-boarding of all new carriers; this included collecting all required set up documents, verifying their company met all requirements with FMCSA and Ready Logistics, setting up their account within 1Dispatch and sending out their welcome email.
- I would handle any lane exceptions such as a L2L (lane to lane) when only a specific carrier moves within that lane and all loads within that lane would be directly dispatched to that carrier with the exception.
- Built strong relationships with our carrier partners.
Ratings Representative
Central Dispatch
05.2017 - 01.2018
- I handled ratings with Central Dispatch when they first merged with Ready Logistics.
- I reviewed all daily ratings and ensured that the rater provided documents to support their rating, while also ensuring the ratee provided supporting documents if they want to dispute the rating.
- Handle inbound phone calls for clients and carriers ratings.
- I would remove ratings if no supporting documents were provided.
- I would approve the rating if documents supported the rating.
- I would dispute ratings if documents supported the dispute.
- I handle all escalated calls that came into the department.
- I was in change of our gemba board for our metrics which I presented weekly to leadership.
Education
High School Diploma -
Chandler High School
Chandler, AZ06.2009
Skills
- Critical Thinking
- Decision-Making
- Customer Service
- Attention to Detail
- Eligibility Determination
- Documentation abilities
- Payment and Investigation Escalations
- Organizing and Prioritizing Work
- Teamwork and Collaboration
- Active Listening
- Coverage Determination
- Claims Processing
- Denied claims identification
Timeline
Lead Damage Claim Specialist
Ready Logistics
01.2020 - Current
Carrier Experience
Ready Logistics
01.2018 - 01.2020
Ratings Representative
Central Dispatch
05.2017 - 01.2018
High School Diploma -
Chandler High School
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