Brandy Burns
Columbus,OH
Summary
Friendly insurance professional experienced in investigating and processing insurance claims. Hardworking and communicative individual excels at interpreting policies and negotiating payment solutions. Recognized for providing optimum service to policyholders and quickly identifying fraudulent claims.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Claims Specialist
Root Insurance Company
10.2021 - 12.2023
- Continuously improved personal expertise in claims investigation through attending professional trainings and staying current on industry trends.
- Assisted in training new employees on best practices for claims investigation, improving overall team performance levels.
- Collaborated with law enforcement agencies to support criminal investigations related to insurance fraud, contributing to successful prosecutions.
- Documented findings and prepared detailed reports.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Conducted interviews with witnesses and clients.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Minimized litigation risks for the company by conducting impartial investigations that followed established protocols.
- Contributed positively to company reputation by consistently upholding ethical standards throughout each step of the investigative process.
- Ensured accurate claim settlements with timely gathering of relevant evidence, witness statements, and expert opinions.
- Managed high-pressure situations effectively while meeting tight deadlines in order to achieve successful claim outcomes.
- Improved customer satisfaction rates by providing clear explanations of claim decisions and addressing concerns professionally.
- Strengthened company''s financial standing by detecting and preventing insurance fraud through meticulous investigations.
Call Center Representative
Root Insurance Company
05.2021 - 10.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Administrative Assistant
Pure Ohio Wellness LLC
10.2020 - 05.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Claims Adjuster
Nationwide Mutual Insurance Company
06.2012 - 07.2018
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Facilitated smooth transitions for policyholders during the claim process by liaising between various departments, ensuring all parties were informed and engaged.
- Collaborated with legal teams to defend against fraudulent claims, saving company resources and maintaining its reputation.
- Ensured accurate claim settlements with timely gathering of relevant evidence, witness statements, and expert opinions.
- Reduced fraudulent claims by utilizing strong analytical skills to identify inconsistencies in claimant statements and documentation.
- Strengthened company''s financial standing by detecting and preventing insurance fraud through meticulous investigations.
Claims Adjuster
Nationwide Mutual Insurance Company
12.2001 - 07.2012
- Evaluated insurance policies and analyzed damages to determine coverage
- Settlement of total loss vehicles to include members as well as claimants
- Evaluated all evidence with the ultimate goal of creating positive outcomes for the client's claims
- Trained new staff
- Completed file audits to ensure Best Claims Practices and compliance
- Used respect and trust to establish productive working relationships with car dealers, loan processors, and other business partners in the community
- Researched and reviewed information to determine the validity of insurance claims and contacted companies and customers about decisions
- Investigated and analyzed requirements to improve the timeliness of reports to customers
- Researched coverage and premium options and supplied clients with the best coverage available for individual needs
- Motivated and encouraged team members to communicate more openly and constructively with each other
- Kept the team on track by assigning and supervising their activities and giving constructive feedback
Administrative Assistant
Nationwide Mutual Insurance Company
01.1999 - 12.2001
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Psychology and Criminal Justice
Elon College
Elon, NCSkills
- Claims investigation
- Verbal communication
- Settlement determinations
- Policy interpretation
- Claims analysis
- Time management
- Decision-making
- Critical thinking
- Customer service
- Organizing and prioritizing work
- Attention to detail
- Teamwork and collaboration
License - Name
Property and Casualty Adjuster's License
Certification
Property & Casualty Adjuster's License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Claims Specialist
Root Insurance Company
10.2021 - 12.2023
Call Center Representative
Root Insurance Company
05.2021 - 10.2021
Administrative Assistant
Pure Ohio Wellness LLC
10.2020 - 05.2021
Claims Adjuster
Nationwide Mutual Insurance Company
06.2012 - 07.2018
Claims Adjuster
Nationwide Mutual Insurance Company
12.2001 - 07.2012
Administrative Assistant
Nationwide Mutual Insurance Company
01.1999 - 12.2001
Psychology and Criminal Justice
Elon College
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