Athena Miles
Fredericksburg,VA
Summary
Results-oriented professional with experience preparing concise and accurate technical documents. Talented individual and highly skilled collaborator across functional teams for accuracy and clarity of technical content. Expert at managing multiple projects and delivering high-quality work within tight deadlines.
Overview
22
22
years of professional experience
Work History
Senior Claim Resolution Specialists II
Liberty Mutual Insurance Company
08.2021 - Current
- Clearly and confidently presents complex claims strategies to peers and management in small or large group settings.
- Edit and proofread legal documents for accuracy and consistency.
- Develop and revise various materials and illustrations for case presentations to Senior Leadership.
- Analyze large volumes of medical reports and legal documents in preparation for mediations, trials, hearings, and conferences.
- Work closely with transformational teams and software developers to improve technical documentation and claims handling guides.
Senior Claims Instructor
GEICO, Central Liability School
12.2019 - 08.2021
- Trained new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Developed effective training plans based on department needs and objectives.
- Analyzed the effectiveness of the curriculum by creating data reports and pivot tables.
- Created material to communicate complex technical concepts clearly and concisely to regional trainers.
- Advanced training manuals by creating user-friendly and easy-to-understand content and illustrations utilizing Storyboard, Whatfix, and Adobe.
Senior Claims Examiner
GEICO
11.2016 - 12.2019
- Researched claims and incident information to deliver solutions and resolve problems.
- Interviewed claimants and witnesses to gather factual information.
- Investigated and processed auto insurance claims for policyholders.
- Worked with private investigators and attorneys on the preparation of evidence, witness statements, and other documentation in preparation for trial.
Claims Instructor
GEICO, Central Liability School
05.2014 - 11.2016
- Tracked student progress and performed learning and behavior style assessments.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Improved student performance by defining clear goals and communicating performance metrics.
- Promoted classroom collaboration and best practices.
Claims Adjuster
GEICO
Virginia Beach, VA
2002.03 - 2009.01
- Documented all investigation activity and presented reports to management.
- Reviewed police reports, medical treatment records, and physical property damage to determine the extent of liability.
- Verified insurance claims and determined a fair amount for settlement.
- Trained other claims staff members on proper handling and evaluation of injury claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
Education
Bachelor of Science - Business Administration, Leadership Cognate
Liberty University
Lynchburg, Virginia03.2020
Skills
- Regulatory Compliance
- Learning & Development (L&D)
- Strategic Direction
- Communication Skills
- Technical Document Reading
- Material editor
- Video Instruction
- Reading Comprehension
- Usability Testing Software
- Instruction Writing
- Configuration management plan
- Adobe Technical Communication Suite,
- MS Office Proficiency
- Standard Operating Procedures Proficient
- Support Documentation Management and Data Archiving
- User Guide Creation
- Technical Concept Translation
- Document Library Development
- Distribution
- External Team Collaboration
- Grammatical Skills
- Technical Research and Material Analysis
- Graphics Creation
- User Acceptance Testing (UAT)
- Creative Cloud
Timeline
Senior Claim Resolution Specialists II
Liberty Mutual Insurance Company
08.2021 - Current
Senior Claims Instructor
GEICO, Central Liability School
12.2019 - 08.2021
Senior Claims Examiner
GEICO
11.2016 - 12.2019
Claims Instructor
GEICO, Central Liability School
05.2014 - 11.2016
Claims Adjuster
GEICO
2002.03 - 2009.01
Bachelor of Science - Business Administration, Leadership Cognate
Liberty University