Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ashley R. Lee

Macon,GA

Summary

Auto and Homeowners Claims Adjuster that has 10 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

13
13
years of professional experience
1
1
Certification

Work History

Homeowners Claims Adjuster

State Farm
01.2024 - Current


  • Evaluated insurance claims for accuracy, ensuring compliance with company policies and regulations.
  • Collaborated with clients to gather necessary documentation for claim processing and resolution.
  • Analyzed claim data to identify trends and implement process improvements, enhancing operational efficiency.
  • Negotiated settlements with policyholders, balancing company interests with customer satisfaction.
  • Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
  • Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
  • Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
  • Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
  • Identified suspicious losses and contacted manager for investigative assistance.
  • Investigated and assessed damage to property and reviewed property damage estimates.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Reduced processing time for property damage claims by accurately assessing repair costs and negotiating with contractors.
  • Identified potential fraud indicators early in the investigation process, protecting company assets from potential losses due to fraudulent activity.
  • Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
  • Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
  • Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
  • Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
  • Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
  • Implemented strategies to reduce claim turnaround time, improving overall service delivery standards.
  • Examined claims forms and other records to determine insurance coverage.
  • Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
  • Managed catastrophic loss events effectively by coordinating rapid response efforts and providing support to impacted policyholders.
  • Evaluated coverage accurately by interpreting complex insurance policies and applying them to specific claim scenarios.
  • Proficient in using Xactimate for property damage assessment and estimating.

Senior Total Loss Customer Care Specialist

Insurance Auto Auctions, IAA
10.2021 - 01.2024
  • 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, GA
05.2012

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
  • Licensed Adjuster

Certification

  • Property and Casualty (P&C) License - State of Florida - License# G098452 - Designated Home State
  • Property and Casualty (P&C) License - State of Connecticut - License# 21093874
  • Property and Casualty (P&C) License - State of Delaware - License# 3002988974
  • Property and Casualty (P&C) - State of Georgia - License# 2025
  • Property and Casualty (P&C) - State of Kentucky -License# DOI-1328246
  • Property and Casualty (P&C) - State of Louisiana - License# 1138487
  • Property and Casualty (P&C) - State of North Carolina - License# 21093874
  • Property and Casualty (P&C) - State of New Hampshire - License# 21093874
  • Property and Casualty (P&C) - State of Oklahoma - License# 3002989791
  • Property and Casualty (P&C) - State of Rhoda Island - License# 3002989734
  • Property and Casualty (P&C) - State of South Carolina - License# 21093874
  • Property and Casualty (P&C) - State of Texas - License# 3144897
  • Property and Casualty (P&C) - State of Vermont - License# 3003037259

Timeline

Homeowners Claims Adjuster

State Farm
01.2024 - Current

Senior Total Loss Customer Care Specialist

Insurance Auto Auctions, IAA
10.2021 - 01.2024

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

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