Ashley R. Lee
Summary
Auto claims adjuster that has 8+ years of bringing top-notch skills in oral and written communication, active listening, analytical problem-solving skills, and customer service. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple task simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Senior Total Loss Customer Care Specialist
Insurance Auto Auctions, IAA
10.2021 - Current
- Coordinates and partners directly with USAA Auto Adjusters to resolve and pay total loss claims.
- Assists with large volumes of customers daily with positive upbeat attitude and focus on customer satisfaction.
- Successfully maintains a diary of 150-200 claims while also exceeding 40 outbound calls a day standard fast-paced call center remote environment.
- Highly empathetic client relationships and exceeds service standard goals daily.
- Proactive quick critical thinker during rapidly changing scenarios.
- Accountable independent problem solver leading to a viable resolution per company guidelines.
- Responds to customer inquiries via phone and email.
Total Loss Adjuster
GEICO
01.2014 - 07.2021
- Demonstrated a calm yet positive demeanor during periods of high call volume or unusual events (e.g., weather catastrophes), committing to action even in uncertain situations to keep the team's operating to standard.
- Exemplified an expert level of knowledge when explaining all applicable policies, procedures, and practices to all policyholders at time of or after on-scene accidents.
- Worked closely with Auto Damage Adjuster and Claim specialist to handle Auto total loss claims.
- Worked independently with high degree of tact and diplomacy, carrying out high priority or special/confidential tasks, assignments, and projects.
- Attained the highest overall customer service ratings exceeding all Geico's required performance metrics in areas of calls per day, quality, payments, average handling time per call, and closures which was determined by external auditors e.g., Performance Monitoring Team (PMT).
- Communicated with internal (e.g., policyholders) and external (e.g., customers, claimants, third-party vendors-repair facilities) using emails and written correspondence.
- Approved payment of claims within certain monetary limit.
- Conducted in-depth investigations of auto accidents, determining, and summarizing liability decisions and disposition of claim.
- Summarized liability decisions by conducting in-depth analysis of new auto claim assignments.
- Delivered an unsurpassed level of customer service when providing realistic expectations with policyholders/claimants, updating them of their claim's status.
- Specialized in Auto total loss owner retention claims for all 50 states.
- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers.
- Trained new personnel regarding company operations, policies and services.
- Worked independently with high degree of tact and diplomacy, carrying out high priority or special/confidential tasks, assignments, and projects.
- Conducted in-depth investigations of auto accidents, determining, and summarizing liability decisions and disposition of claim.
- Communicated with policy holders, police, attorneys, and necessary parties.
25B Information Technology Specialist
United States Army Reserve
05.2012 - 05.2020
- Installed, operated, maintained and performed limited field level maintenance on computer systems, Information Technology (IT) networks, and cable and wire communication systems.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
- Armed Guard (worked closely with local police and Army officers to protect Reverse center)
- Assisted with updating technical support best practices for use by team.
Education
High School Diploma -
Warner Robins High School
Warner Robins, GA05.2012
Skills
- Excellent Customer Service
- Senior Knowledge of Insurance Polices
- Excellent Investigation Skills
- Data Collection and Analysis
- Senior Knowledge of State Regulations for Auto Claims
- Empathetic Listener
- Excellent Time Management
- Attention to Detail
- Problem Resolution
- Documentation and Reporting
Timeline
Senior Total Loss Customer Care Specialist
Insurance Auto Auctions, IAA
10.2021 - Current
Total Loss Adjuster
GEICO
01.2014 - 07.2021
25B Information Technology Specialist
United States Army Reserve
05.2012 - 05.2020
High School Diploma -
Warner Robins High School