Ashley Horner
Fair Oaks Ranch
Summary
Professional facilitator dedicated to creating impactful and engaging learning environments. Known for delivering effective training sessions and fostering collaborative team dynamics. Consistently adaptable to changing needs and focused on achieving tangible results. Skilled in communication, conflict resolution, and group management.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Facilitator I
United Services Automobile Association
08.2015 - Current
- Course lead on APD Basics for Adjusters; maintaining and updating course material, making recommendations for process improvements, facilitating learning discussions and activities
- Act as a subject matter expert for course content, design, implementation and assessment of curriculum while maintaining accountability for performance results
- Facilitated training to more than 1100 adjusters in San Antonio and Colorado Springs market areas, showing a direct positive impact to MSAT and a reduction in tasks distributed to incorrect areas of business
- Onboarded all levels of APD new hires, providing guidance on USAA policies and procedures
- Created a TTT for the APD Basics for Adjusters course, provided training to three additional facilitators and led the certification of two facilitators
Senior Auto Appraiser
United Services Automobile Association
12.2021 - 04.2024
- Evaluated and appraised high complexity auto claims in accordance with the terms and conditions of the contract, corporate guidelines and state laws and regulations
- Handled supplement requests submitted from repair facilities and negotiated repairs for what was fair and reasonable to restore vehicles to their pre-loss condition
- Coordinated with third party vendors to assist with claims resolution
- Completed interviews and assisted with the training and onboarding of 4 team members
- Acted as a SME to develop training for the “VICE” appraisal system, which included a new texting feature to parties involved
- Facilitated training classes for the “VICE” appraisal system
- Participated in the Change Agent Network and was a team POC for process improvements for supplement handling
Subrogation Specialist III
United Services Automobile Association
04.2018 - 12.2021
- Served as a physical damage expert to both demanders and responders, answered questions regarding reciprocating damage, sublet invoices, vehicle technologies, etc.
- Completed comprehensive file reviews to ensure liability and coverage were in order prior to proceeding with subrogation demands
- Ensured USAA’s financial strength was maintained by reviewing claimant carrier demands and paying only what was reasonably owed
- Participated in arbitration hearings and reviewed cases involving both liability and damage disputes
Auto Physical Damage Appraiser
United Services Automobile Association
08.2015 - 04.2018
- Served as a material damage subject matter expert to member service representatives to assist in determining liability and for coverage resolution
- Inspected damaged vehicles and prepared itemized appraisals outlining the cost of parts, materials, and labor necessary to restore vehicles to their pre-loss condition
- Negotiated repair costs with auto repair facilities and vendors to bring vehicles back to their OEM specifications
- Determined the actual cash value of total loss vehicles for members and claimants, attempted 1st settlement and assisted the total loss department with complex files
- Deployed on several CAT events for hail/flood in Houston and hail in Indiana; participated in a virtual CAT deployment for Hurricane Harvey
Managed Repair Representative
Progressive Insurance
Westwood, MA
06.2012 - 07.2015
- Wrote vehicle damage estimates following the Code of Massachusetts Regulations (CMR)
- Negotiated repairs with 3rd party vendors with the goal of achieving an agreed repair plan
- Completed total loss evaluations and negotiated settlements with insureds and claimants
- Deployed on several CAT events, including multiple hailstorms in Colorado and Oklahoma, and Hurricane Sandy
- Onboarded all new hire appraisers for the last two years of employment
Claims Representative
Progressive Insurance
Westwood, MA
07.2010 - 06.2012
- Used knowledge of state regulations, policy contracts, vehicle damages, and additional resources to determine liability and ensure proper indemnification
- Completed phone interviews with insureds and claimants, corresponded with medical professionals, police agencies, and other carriers to finalize all aspects of the claim file
- Reviewed vehicle damages, claim details, and prior claims history for fraud indicators and referred files to the special investigations department as needed
Manager
Papa Gino’s Incorporated
Dedham, MA
07.2000 - 11.2009
- Presented weekly financial and sales reports to District Managers
- Completed weekly inventory reviews and product orders
- Hired new employees and managed their onboarding and training
- Supervised the overall operations of the restaurant, including quality of products, speed of service, productivity levels, and guest satisfaction
Corporate Trainer
Papa Gino’s Incorporated
Dedham, MA
03.2006 - 06.2007
- Trained team members and managers in over 20 different locations in the New England area, totaling over 300 employees
- Led training classes to ensure correct company policies and procedures were implemented as well as setting the bar for product quality standards and consistency
- Onboarded new team members and presented new employee orientation material
Team Member/Shift Leader
Papa Gino’s Incorporated
Dedham, MA
07.2000 - 03.2006
- Strived to exceed customer/employer expectations by delivering second-to-none service
- Created weekly schedules for management and team members
- Assisted in the development of new manager certification for corporate training
Education
Bachelor of Arts Degree - Justice Studies
Rhode Island College
North Providence, RI01-2009
Skills
- Facilitation techniques
- Verbal and written communication
- Staff training and development
- Documentation and reporting
- Cross-functional teamwork
- Negotiation
- Employee onboarding
- Recruiting and interviewing
- Vendor management
- Operations management
- Customer service
Certification
- I-CAR Platinum Certified
- Global adjusters license, MA/NY appraisers license
- Proficient in both CCC One and Mitchell estimating platforms; Guidewire ClaimCenter experience
- Agile Foundations learning completed
- Six Sigma: Certified Lean Six Sigma White Belt
Timeline
Senior Auto Appraiser
United Services Automobile Association
12.2021 - 04.2024
Subrogation Specialist III
United Services Automobile Association
04.2018 - 12.2021
Facilitator I
United Services Automobile Association
08.2015 - Current
Auto Physical Damage Appraiser
United Services Automobile Association
08.2015 - 04.2018
Managed Repair Representative
Progressive Insurance
06.2012 - 07.2015
Claims Representative
Progressive Insurance
07.2010 - 06.2012
Corporate Trainer
Papa Gino’s Incorporated
03.2006 - 06.2007
Manager
Papa Gino’s Incorporated
07.2000 - 11.2009
Team Member/Shift Leader
Papa Gino’s Incorporated
07.2000 - 03.2006
Bachelor of Arts Degree - Justice Studies
Rhode Island College