Ashley Woll

As an Onboarding Coach, I supported 10 representatives throughout their first 12 weeks of claims handling while partnering closely with their direct leaders and managers. I provided coaching, development, and day-to-day support to build confidence, strengthen performance, and promote long-term success. I collaborated with direct leaders to align expectations, identify performance trends, and address development opportunities while reinforcing accountability and engagement.

I supported claims accuracy, efficiency, and timely resolution through comprehensive claims-handling reviews and call observations. I reinforced positive behaviors while providing guidance and coaching in areas requiring improvement. I also supported training implementation and led training sessions, serving as an additional layer of support to promote a consistent and positive employee and customer experience for both representatives and leaders.

As an Onboarding Coach, I supported 15 representatives across varying levels of tenure during their first 18 months of claims handling, while also partnering with their direct leaders and managers. I provided coaching, development, and day-to-day support to build confidence, strengthen performance, and promote long-term success. I collaborated closely with direct leaders to align expectations, identify performance trends, and address development opportunities while reinforcing accountability and engagement.

I supported claims accuracy, efficiency, and timely resolution through holistic claims handling reviews and call observations. I was able to reinforce positive behaviors while providing guidance on areas of opportunity for improvement. I also supported the implementation of claims process changes and changes in leadership, serving as an additional layer of support to promote a consistent and positive employee and customer experience. My coaching and leadership support extended across multiple offices throughout Florida.

While maintaining my current inventory, I provide leadership coverage for direct leaders when they are out of the office. During these periods, I assume responsibility for daily leadership processes, attend leadership meetings, and maintain continuity of operations and team support. I engage directly with file owners through coaching, feedback, and development, answering questions, driving results, and assisting with complex claims resolution.

I review claims handling to ensure standards are met and claims remain on track for timely and accurate resolution, providing guidance on coverage, liability, settlements, and additional resources when complexity escalates. I respond to elevated inquiries and complaints, resolving issues or escalating them appropriately, while identifying performance trends and addressing opportunities for improvement.

I handled bodily injury claims for claimant parties, maintaining accountability for thorough coverage and liability investigations and ensuring claims were accurately assessed and progressed toward timely resolution. Once coverage and liability were determined, I reviewed medical records and bills, evaluated claim value, and reviewed settlement considerations as appropriate. I provided exceptional customer service by guiding insureds through the claims process, communicating expectations, and addressing questions or concerns throughout the life of the claim.

Through this experience, I developed strong decision-making, claims oversight, and communication skills, while identifying opportunities to provide guidance and support on complex claims. I effectively managed elevated concerns, determined when additional resources or escalation were needed, and maintained a consistent focus on accurate claims handling, customer experience, and resolution.

I am responsible for managing and resolving complex liability auto accidents for our customers, maintaining accountability for accurate and timely claims resolution. This includes completing comprehensive policy reviews, ensuring the appropriate coverages are applied, managing the repair process from start to finish, and completing or assisting with accurate liability decisions. I review claims to ensure established standards are met, identify when additional resources or support are needed as complexity escalates, and address elevated questions or concerns as they arise.

I provide clear guidance and communication throughout the claims process, ensuring all parties understand expectations, coverage, liability decisions, and next steps.

I manage and resolve auto accident claims from initial report through final resolution, including reviewing policies, determining appropriate coverage and liability, and coordinating vehicle repairs from start to finish. I provide clear and professional communication to customers, repair facilities, and all parties involved while delivering excellent customer service. I demonstrate strong accountability, communication, problem-solving, decision-making, attention to detail, and the ability to effectively manage complex claims and resolve customer concerns.