Brandi Williams
Bellingham ,WA
Summary
Investigated and resolved property, health, and business claims for 10 years. Provided balanced customer service to meet the needs of insured claimants and internal and external customers. Developed expertise in legal liabilities and claims practices while enhancing interpersonal skills. Participated in special filing projects to maintain claim quality. Recognized for outstanding customer service and productivity at Geico, receiving awards and membership in the Gold Chairmans Club. Managed all aspects of claims from intake to litigation during 8 years at Geico. Focused on handling litigation claims at Allstate.
Overview
13
13
years of professional experience
Work History
Litigation Adjuster
Allstate
09.2022 - Current
- Evaluated claims to determine liability and coverage under policy terms.
- Conducted thorough investigations, analyzing evidence and witness statements.
- Negotiated settlements with claimants to resolve disputes efficiently.
- Collaborated with legal teams to prepare for litigation processes.
- Supported attorneys in trial preparation by organizing materials, conducting research, and drafting legal documents.
- Collaborated with legal team members to strategize defense plans and prepare for potential litigation proceedings.
- Delivered exceptional customer service by addressing client concerns promptly and professionally throughout the claims process.
- Expedited claim resolution by promptly responding to inquiries from both insureds and claimants alike.
Litigation Adjuster
GEICO
Tucson, AZ
02.2016 - 09.2022
- Communicated with other departments to establish action plans and manage open claims to closure.
- Planned and conducted investigations of claims to confirm coverage and compensability.
- Handling first party medical claims for policy holders.
- Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
- Handled billing related activities focused on medical specialties.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Coordinated and planned investigations of claims to confirm compensability and coverage.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Processed claims for payment or forwarded to appropriate personnel for further investigation.
- Contacted injured parties and legal representatives to negotiate final settlements for claims.
- Oversaw regulatory and strategic initiatives to ensure accuracy of medical claims.
- Conducted interviews with involved claims parties and witnesses to gather detailed information and arrange investigations.
- Determined covered insurance losses by studying provisions of policies or certificates.
- Maintained accurate records of all claim activities and communications.
Customer Service Representative
Afni Inc, Verizon
Tucson, AZ
07.2013 - 02.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved customer service wait times to mitigate complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
High School Diploma -
Pantano High School
Vail, AZ05.2013
Skills
Attorney Collaboration
Documentation Review
Estimate Preparation
Coverage Assessments
Accident Investigations
Customer Service
Microsoft Office
Reporting Skills
Paperwork Processing
Organizing and Prioritizing Work
Records Management
Teamwork and Collaboration
Insurance Carrier Applications
Business Correspondence
Client Interviews
Policy Reinstatement Approvals
Medicaid Knowledge
Number-Savvy
Documentation Abilities
Account Management Expertise
New Policies Processing
Documentation Skills
Insurance Terminology
Appointment Scheduling
Background in Insurance
Small Claims Payouts
Payment and Investigation Escalations
Patient Rapport
Information Verification
Liability Management
Insurance Coverage Verification
Insurance Claim Forms Review
Verbal and Written Communication
Data Integrity
Policy and Procedure Explanations
Critical Thinking
Active Listening
Medical Terminology
Policy Review
Claims Processing
Decision-Making
Understanding of Medical Terms
Trial preparation support
Research skills
Legal document drafting
Customer service excellence
Medical terminology comprehension
Legal collaboration
Settlement negotiation
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Education and Training
other
Timeline
Litigation Adjuster
Allstate
09.2022 - Current
Litigation Adjuster
GEICO
02.2016 - 09.2022
Customer Service Representative
Afni Inc, Verizon
07.2013 - 02.2016
High School Diploma -
Pantano High School