Barbara Gonzalez
Virginia Beach,Virginia
Summary
Claims Service Manager with 6 years of management experience and exceptional people skills. Experienced in Quality and Compliance and National Flood Insurance Program. Desires a challenging role as a Claims Service Director.
Overview
26
26
years of professional experience
Work History
Property Claims Service Manager
United Services Automobile Association USAA Norfolk and Chesapeake
, Virginia
01.2012 - 03.2018
- Manage and lead a team of 10+ adjusters with varying levels of experience and located both in the USAA office and working virtually from home.
- Manage and lead a team of adjusters responsible for the quality deliver of letters.
- Manager Lead for Flood claims across the company and director of numerous flood catastrophes.
- Facilitated the ALLCAT Flood End to End process and act as liaison between ALLCAT and USAA.
- Facilitate Flood training modules for scholars and refresher training for experienced flood examiners.
- Manager Lead POC for Skill Level Audit Results Action Planning Liaison for Managers on the Leadership Connection Team Select, develop and support employees to fulfill our Corporate Mission.
- Provide coaching and feedback to positively impact our business results.
- Manage employee performance and facilitate professional development.
- Proactively identify opportunities and implement processes to redirect the course of action.
- Monitor employee workload to ensure compliance requirements addressed.
Quality Improvement Specialist
United Services Automobile Association USAA
Chesapeake , Virginia
07.2010 - 12.2012
- Partner with management to enhance the relationship between Quality and the Frontline in an effort to assist efficient and effective work processes.
- Responsible for facilitating communication with the Tampa Management team regarding quality and compliance.
- Facilitate Property Mentoring for the Norfolk office.
- Coordinate the official mentor pairings and provide guidance and feedback to ensure a healthy environment of sharing knowledge.
- Lead quality discussions following monthly Flood audits showcasing areas of strengths and suggesting solutions to improve the quality of our files.
- Work with Claims Staff to ensure compliance with NFIP and FEMA as related to flood claim handling.
- Active participant and member of the 2010 Pride Team serving as liaison between frontline employees and management.
- As a Pride Team member, met with several executives to share the pulse of Norfolk.
- Conduct complex audits to ensure proper quality and compliance.
- Prepare and deliver feedback to managers and employees as related to file reviews.
- Create and maintain audit database for Flood file reviews Participate and lead calibration sessions to ensure consistent reviews.
- Create and deliver training module for Flood Claim handling.
Property Claims Examiner
United Services Automobile Association USAA
, Virginia
06.2008 - 07.2010
- Monitored multiple databases to keep track of all company inventory.
Investigate and settle complex first and third party property claims to conclusion. - Mentor Associate Claims Adjusters and recently promoted Property Claims Adjusters.
- Utilize Xactimate estimating program for preparation of structural repair estimates.
- Coordinate and handle National Flood Insurance Program (NFIP) claims and train Property Department on NFIP claims handling.
- Assist with Catastrophe Operations as needed to include participation in the Internal Catastrophe Unit (ICU).
- Lead the November 09 Nor Easter with over 900 flood claims.
- Assist with developing workflow processes to improve claims handling for the Property Claims Adjuster and Examiner group.
Property Claims Adjuster
United Services Automobile Association USAA
, Virginia
04.2002 - 06.2008
- Investigate and settle medium level first and third party property claims to conclusion which includes the review and evaluation of suit filings for litigation referral; inspecting , scoping and estimating property damage claims as necessary; adjusting complex personal property claims; and utilizing Xactimate estimating program for preparation of structural repair estimates.
- Mentor Associate Claims Adjusters and recently promoted Property Claims Adjusters.
- Coordinate and handle National Flood Insurance Program (NFIP) claims and train Property Department on NFIP claims handling.
- Assist with Catastrophe Operations as needed to include participation in the Internal Catastrophe Unit (ICU) and deployment to Florida.
- Deployed as Examiner to review complex Flood and Wind pool losses.
- Assist with developing workflow processes to improve claims handling for the Property Claims Adjuster and Examiner group.
- Conduct re-inspections on Independent Adjuster and Property Direct Repair Program claims.
Property Claims Representative
United Services Automobile Association USAA
, Virginia
10.2000 - 04.2002
- Act as Team Leader in Catastrophe operations to include participation in the ICU.
- Investigate and settle minor first party claims and liability claims.
- Utilize Xactimate estimating program for preparation of structural repair estimates.
- Adjust NFIP claims.
- Assist in Catastrophe Operations as needed.
- Act as Liaison for communication between peers and management.
Policy Sevice Representative
United Services Automobile Association USAA
, Virginia
04.1992 - 10.2000
- Issue and service Auto, Home, PAF and Umbrella policies.
- Conduct House calls for training purposes.
- Act as Liaison for communication between peers and management levels.
Education
Bachelors of Arts - Business Administration/Management
Virginia Wesleyan University
2018
Skills
- Self Motivated
- Driven
- Training and development
- Results-oriented
- Operations management
- Change management
- Quick learner
- Client-focused
- Proficiency in Excel
- Contract auditing
- Computer proficient
- NFIP Flood Certified
Affiliations
SCLA Gold Sigma Beta Delta
Timeline
Property Claims Service Manager
United Services Automobile Association USAA Norfolk and Chesapeake
01.2012 - 03.2018
Quality Improvement Specialist
United Services Automobile Association USAA
07.2010 - 12.2012
Property Claims Examiner
United Services Automobile Association USAA
06.2008 - 07.2010
Property Claims Adjuster
United Services Automobile Association USAA
04.2002 - 06.2008
Property Claims Representative
United Services Automobile Association USAA
10.2000 - 04.2002
Policy Sevice Representative
United Services Automobile Association USAA
04.1992 - 10.2000
Bachelors of Arts - Business Administration/Management
Virginia Wesleyan University
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