ASHLEY PATTON
Lebanon,Oregon
Summary
Multi-line Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Blends strategic planning and leadership strengths to establish top-performing claims departments. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws. Progressive experience in insurance administration processes, Claims Supervisor and claimant eligibility. Highly organized and efficient in a fast-paced environment, communicating effectively at all organizational levels, with clients and stakeholders. Demonstrated to build trusting relationships. Thinks critically, solve problems, plan and organize activities and deliver excellent customer service.
Overview
10
10
years of professional experience
Work History
Claims Supervisor
Assurant
11.2017 - Current
- Work one on one with agents under me to improve their goals and work towards furthering their careers
- Closely work with training to update processes and documentation
- Collaborate with peers to share best practices and strive for overall site performance
- Proactively look for solutions to possible problems with systems issues and processes, working with agents, peers, and training
- Diligently keep up with deadlines and paperwork necessary for position.
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
Consumer Relations I - Consumer Relations III
Assurant
03.2016 - 11.2017
- Worked to meet daily service levels and goals
- Work with coworkers and supervisors to find solutions in a timely manner for customers and follow up to establish processes for future use
- Audit agents daily to supervise their work, coach when proper processes are not being followed
- Fields multiple questions daily including process changes
- Assist daily in the development of agents including coaching of stats and errors as well as personal job development.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Trained new employees on company policies, procedures, and best practices in customer service delivery.
CSR I-CSRIII
Assurant
10.2014 - 03.2016
- Handled escalated customers, making decisions on claim outcomes balancing the customer and the company
- Researched difficult processes and worked to make changes to documentation when needed.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Education
Diploma with honors -
Cody High School
In Progress -
Oregon State University
06.2025
Skills
- Interpersonal communication skills used to encourage, coach, support, and provide necessary feedback to agents
- Proficient computer skills Able to quickly pick up new software and programs
- Handle multiple tasks simultaneously with frequent interruptions, work under deadlines, creative thinking, makes decisions based on incomplete information
- Encourages development and learning Communicates clearly defined and concise expectations
- Claims Management Expertise
- Policy Interpretation
- Claims Auditing
Accomplishments
- Encouraged morale and engagement consistently to lower attrition and improve overall attendance.
- Worked with several departments simultaneously to share best practices.
- Achieved excelling metrics by completing productive coaching with accuracy and efficiency.
- Supervised team of twenty staff members.
- Collaborated with team of five trainers in the development of updating outdated processes and inefficient procedures.
Timeline
Claims Supervisor
Assurant
11.2017 - Current
Consumer Relations I - Consumer Relations III
Assurant
03.2016 - 11.2017
CSR I-CSRIII
Assurant
10.2014 - 03.2016
Diploma with honors -
Cody High School
In Progress -
Oregon State University