Barbara Hoover
Midlothian,TX
Summary
Extensive experience in high-severity auto and general liability claims, demonstrating a proven ability to evaluate complex cases, negotiate settlements, and collaborate with legal teams for effective dispute resolution. Expertise in coverage analysis, litigation management, and process optimization makes me a strong candidate for Zurich's Complex Liability Claims team. Seeking a remote role that values efficiency, customer satisfaction, and compliance with best practices.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Business Development Manager
SERVPRO of Waxahachie/Midlothian
03.2024 - Current
- Spearheaded claims process improvements that accelerated insurance approvals and increased revenue growth
- Built relationships with insurance carriers to resolve complex claims disputes, improving large-loss cycle times
- Increased large-loss payments and approvals by 123% through strategic carrier negotiations
Marketing Manager
SERVPRO of North East Collin County
06.2022 - 03.2024
- Drove $1M in additional revenue through high-value commercial claims and loss opportunities
- Developed referral networks and inter-franchise relationships, generating $465K in added revenue
- Created strategies to enhance carrier trust and expedite large-loss claims processing
Executive Office Representative
Brady Paxman State Farm Agent
12.2020 - 06.2022
- Managed complex claims cases, negotiating settlements and resolving high-severity injury and property claims
- Identified cost-saving measures in claim evaluations, reducing payout risk for the company
- Provided in-depth policy coverage explanations to clients, ensuring transparency and customer satisfaction
- Trained and guided team members to maintain high productivity and performance metrics.
- Located bottlenecks to streamline existing processes.
- Successfully increased the current book of business lines of insurance by 40%, while improving customer retention by 25% through strategic relationship management, targeted sales efforts, and personalized customer service.
Complex Auto Injury Claims Specialist
State Farm Insurance
03.2018 - 01.2020
- Managed high-severity bodily injury claims, exclusively handling attorney-represented cases
- Negotiated settlements proactively to avoid trial, hiring and directing defense attorneys when litigation was unavoidable
- Conducted in-depth evaluations of attorney demand packages, verifying and leveraging information for strategic settlement negotiations
- Ensured fair yet cost-effective claim resolutions by balancing the interests of all parties involved while protecting company assets
- Executed thorough investigations to uncover critical information that could impact claim outcomes, improving negotiation leverage
- Led defense strategy discussions and collaborated with legal teams to drive settlements efficiently and reduce claim cycle times
- Outperformed peers by increasing pre-trial settlements by 70%, reducing litigation exposure and associated costs
- Maintained claim reserve amounts and settlements approximately 30% lower than peers across the entire demand pool through strategic negotiations and cost-effective resolutions
- Maintained exceptional customer service by addressing concerns, managing expectations, and keeping all stakeholders informed throughout the claims process
Complex Auto Injury Claims Associate
State Farm Insurance
08.2016 - 03.2018
- Handled complex injury claims, performing in-depth investigations and coverage determinations
- Reduced claim cycle times and improved efficiency through strategic workflow enhancements
- Selected for a management development program due to leadership potential and process improvement initiatives
- Consistently handled a high volume of phone calls, proactively advancing claims to alleviate the workload of Claim Specialists. This effort directly contributed to the reduction of claim life cycle by 20%, an increase in closed claim metrics, and a significant reduction in backlogged tasks and outstanding calendars.
Express Auto Claims Associate
State Farm Insurance
02.2016 - 08.2016
- Processed first notice of loss (FNOL) and assisted in initial claim evaluations to expedite settlements
- Exceeded performance metrics in claim intake accuracy, reducing errors and improving claim handling efficiency
- Efficiently managed an average of 30 inbound calls during designated call periods, actively advancing claims and ensuring smooth progression of the process. This high call volume handling contributed to improved workflow and timely resolution of claims.
Education
Associate of Science - Criminal Justice
Bakersfield College
Bakersfield, CA05-2010
Skills
- Complex Claims Handling & Litigation Management
- Coverage Analysis & Negotiation
- High-Severity Injury & Property Damage Claims
- Risk Assessment & Legal Compliance
- Insurance Carrier & Client Relations
- Process Optimization & Workflow Efficiency
- Regulatory Knowledge & Adjuster Licensing
- Data-Driven Decision Making
- Leadership & Team Development
Certification
- Texas General Lines Property & Casualty License
- Texas General Lines Life & Health License
Timeline
Business Development Manager
SERVPRO of Waxahachie/Midlothian
03.2024 - Current
Marketing Manager
SERVPRO of North East Collin County
06.2022 - 03.2024
Executive Office Representative
Brady Paxman State Farm Agent
12.2020 - 06.2022
Complex Auto Injury Claims Specialist
State Farm Insurance
03.2018 - 01.2020
Complex Auto Injury Claims Associate
State Farm Insurance
08.2016 - 03.2018
Express Auto Claims Associate
State Farm Insurance
02.2016 - 08.2016
Associate of Science - Criminal Justice
Bakersfield College
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