Ashley Kemp
Winter Haven ,FL
Summary
Experienced and results-driven Insurance Claims Professional with experience in auto and property claims handling, team leadership, and customer service within high-volume environments. Proven expertise in liability investigations, policy interpretation, complex claim resolutions, and compliance with state guidelines. Skilled in managing claim inventories, improving team performance, and delivering training. Adept at navigating CRM systems, multitasking in remote settings, and driving customer satisfaction and experience through clear communication and timely action.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Solutions Representative
Charter Communications, Spectrum
Auburndale, FL
10.2025 - 02.2026
- Managed inbound calls, actively listened and investigated customer concerns.
- Identified opportunities to upsell or cross-sell products and services as appropriate.
- Provided accurate information on products, services, and promotions to enhance customer experience.
- Documented customer interactions and resolutions in CRM system for future reference.
Claims Team Manger
CNC - TPA for State Farm Insurance
05.2024 - 11.2024
- Managed customer interactions via CRM, logging accurate claim notes, tracking statuses, and generating correspondences to maintain audit readiness.
- Conducted periodic reviews of new and open claims to verify coverage, and recommend resolutions in line with company and carrier guidelines.
- Supported team members through email, chat, and real-time call, troubleshooting process questions, and facilitating smooth handoffs.
Claims Team Manager
CNC - TPA for State Farm Insurance
08.2018 - 05.2023
- Lead a high-volume claims team, set performance goals, monitored output, and drove quality improvements to meet Service Level Objectives. This success contributed to a reduction of 50% in complaints within the department.
- Reviewed auto policies and claim details to guide approval or denial decisions, ensuring compliance with state regulations and carrier protocols.
- Designed and delivered onboarding and ongoing training programs on claims workflow, system use, and best practices for new hires.
Claims Team Manager
CNC - TPA for State Farm Insurance
10.2017 - 08.2018
- Assisted a team of 20+ adjusters with explaining loss coverage and policy provisions to the policyholders, improving transparency and customer satisfaction.
- Coordinated claims payments, rental vehicle arrangements, and vendor payments to expedite resolution.
- Developed and presented training sessions on claim handling standards and customer communication techniques.
Claims Team Manager
CNC - TPA for State Farm Insurance
12.2016 - 10.2017
- Delegated daily workloads and monitored production metrics to ensure the team met production volume and accuracy targets.
- Identified performance gaps, implemented improvement plans, and provided one-on-one coaching to under performing adjusters.
- Facilitated weekly review meetings to analyze claim quality data, shared best practices, and drove continuous service enhancements.
Auto Claims Liability Specialist
CNC - TPA for State Farm Insurance
03.2016 - 11.2016
- Conducted liability investigations, reviewed police reports, witness statements, and conducted recorded statement interviews to ensure accurate and state compliant liability decisions.
- Managed to end-to-end claims workflow in the Claims Management System: claims notes, correspondence, and additional framework needed for the claim.
- Provided clear, empathetic, policy guidance and conflict resolution on first contact with the customer, reducing escalations to the manager and enhancing the overall customer experience.
PIP/MPC Claims Specialist
CNC - TPA for State Farm Insurance
05.2014 - 03.2016
- Conducted claim investigation to confirm or deny policy coverage.
- Assessed injury documentation, medical records, and bills to determine PIP/MPC coverage and process provider payments per policy limits and state regulations.
- Maintained audit ready claim files by documenting detailed medical information, payment transactions, and all related correspondences.
Education
Associate of Science - Early Childhood Education
Bishop State Community College
Mobile, AL05-2013
Skills
- CRM software
- CCC and Xactimate
- Workday
- Critical thinking
- Analytical skills
- Conflict Resolution
- Leadership
- Project Management & Performance Management
- Remote Work Adaptability
Certification
- State Farm Auto and Property
- State Farm AVM
- Texas Windstorm Insurance Association
Timeline
Customer Solutions Representative
Charter Communications, Spectrum
10.2025 - 02.2026
Claims Team Manger
CNC - TPA for State Farm Insurance
05.2024 - 11.2024
Claims Team Manager
CNC - TPA for State Farm Insurance
08.2018 - 05.2023
Claims Team Manager
CNC - TPA for State Farm Insurance
10.2017 - 08.2018
Claims Team Manager
CNC - TPA for State Farm Insurance
12.2016 - 10.2017
Auto Claims Liability Specialist
CNC - TPA for State Farm Insurance
03.2016 - 11.2016
PIP/MPC Claims Specialist
CNC - TPA for State Farm Insurance
05.2014 - 03.2016
Associate of Science - Early Childhood Education
Bishop State Community College