Bianca Grullon
Winter Haven,FL
Summary
Customer service and administrative professional with 9+ years of experience providing top-notch customer service and problem-solving in the insurance and risk management industries. Proven ability to manage customer relations and resolve issues while focusing on customer experience, and time management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Police Report Specialist
Claims Management Resources, CMR
Remote
07.2023 - Current
- Used Department of Transportation crash data to request accident/incident reports from local and state police departments.
- Called several police and city agencies to request crash report numbers.
- Reviewed police reports for vehicle and insurance information for claims billing on behalf of utility companies.
- Managed a workload of 800-900 utility claims per month.
- Performed heavy data entry and analysis while focusing on time management and efficiency.
- Met daily, weekly, and monthly goals and metrics.
Customer Support Specialist
INSHUR
Remote
06.2021 - 11.2024
- Answered an average of 40-60 calls per day.
- Assisted rideshare drivers with processing changes to their policies.
- Used the NY DMV system to update policy lapses, changes, or cancellations.
- Determined driver eligibility by reviewing their accident and claims history.
- Performed heavy data entry while answering phone calls, and incoming chats.
- Used platforms such as Kustomer, Zendesk, and CV-ALIR to communicate with customers and update policies.
- Met or exceeded monthly KPIs while keeping a 90% or higher customer satisfaction score
Claims Adjuster - Temporary
National General
Remote
01.2021 - 06.2021
- Investigated Florida liability claims by taking recorded statements, and reviewing police reports.
- Examined property damage evidence to establish points of impact and liability.
- Determined applicable coverages as per the auto policy for the corresponding state.
- Assigned auto damage adjusters to complete inspections and estimates.
- Answered 60 to 80 calls per day.
- Closed all claims within a 21-day time frame.
Business Operations and Administrative Leader
Whitney Transport
Riverview, FL
01.2019 - 01.2021
- Provided administrative support to C-suite executives by managing calendars, coordinating travel, and scheduling events.
- Answered and directed all phone calls.
- Assisted the DOT Compliance Department with onboarding truck drivers.
- Used TenStreet and HireRight to process background checks and drug screens for truck drivers.
- Used Excel to track driver onboarding progress.
- Used Vertical Alliance/Infinit-i to assign compliance training for company employees.
- Assisted with the implementation of employee appreciation and team-building events.
- Assisted HR Department with creating 2019 Health and Safety Manual.
Bodily Injury Claims Adjuster
GEICO
Lakeland, FL
10.2016 - 10.2018
- Investigated Florida liability claims by taking recorded statements.
- Used Accurint and ISO ClaimSearch to review driver accident history.
- Examined property damage evidence to determine points of impact and liability.
- Evaluated medical records and medical history for bodily injury claims.
- Worked with defense and plaintiff attorneys to negotiate and settle claims.
- Determined applicable coverage as per the auto policy for the corresponding state.
- Issued Reservation of Rights letters, and responded to Civil Remedy notices.
- Scheduled settlement conferences and mediations as needed for litigation claims.
- Closed claims within a 21-day period, whenever possible, outside of litigation.
Human Resources Assistant
The Seminar Solution
Tampa, FL
07.2012 - 10.2016
- Conducted new hire orientations and onboarding processes for incoming employees.
- Maintained employee records in compliance with state and federal regulations.
- Compiled and prepared reports and documents pertaining to personnel activities.
- Processed, verified and maintained personnel-related documentation.
- Reviewed resumes submitted by applicants for open positions.
- Managed recruitment processes, including posting job ads, screening applications, and coordinating interviews.
- Created and maintained internal job descriptions and postings to accurately reflect roles.
- Assisted with payroll preparation by collecting timekeeping information and processing reports.
Education
Bachelor of Science - Human Services
Springfield College
Springfield, MA08-2015
Skills
- Microsoft Office: Word, Excel, PowerPoint and Outlook
- Data interpretation
- Typing 65 wpm
- Bilingual - English & Spanish
- Problem solving
- Customer support
- Strong written and verbal communication skills
- Detail-oriented
Certification
- 2-20 Property and Casualty License - Since 2016
Timeline
Police Report Specialist
Claims Management Resources, CMR
07.2023 - Current
Customer Support Specialist
INSHUR
06.2021 - 11.2024
Claims Adjuster - Temporary
National General
01.2021 - 06.2021
Business Operations and Administrative Leader
Whitney Transport
01.2019 - 01.2021
Bodily Injury Claims Adjuster
GEICO
10.2016 - 10.2018
Human Resources Assistant
The Seminar Solution
07.2012 - 10.2016
Bachelor of Science - Human Services
Springfield College
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