Brenda Ortiz
San Antonio
Summary
Skilled Associate Claims Specialist with a proven track record at Nationwide Insurance Company, adept in claims processing and problem-solving. Leveraged expertise in Xactimate and exceptional communication skills to enhance customer service, significantly improving claim resolution efficiency. Demonstrated ability to manage complex claims, ensuring customer satisfaction and retention for Verizon Wireless.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Associate Claims Specialist, Multiline
Nationwide Insurance Company
01.2020 - Current
- Delivers a positive customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct while providing the delivery of outstanding claims service.
- Determines the best course of action for the handling of each individual claim, with moderate direction and oversight. These options include the use of the Property Repair Network
- Receives first notice of loss for claims and coordinates emergency services and temporary accommodations for member, informing them of all relevant field assignments. Establishes and authorizes additional living expenses for complex claims.
- On Your Side mentor, provides training, and coaching to new and current peers.
- Assists the Help Desk team, providing guidance with workflows to new and current peers.
Claims Service Representative II
Nationwide Insurance Company
12.2013 - 12.2019
- Processed and recorded new claims for auto and property.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Determines the best course of action for the handling of each individual claim, with moderate direction and oversight.
- Responded to customer calls swiftly to resolve issues and answer questions.
Retention Customer Service Representative
Verizon Wireless
01.2008 - 11.2013
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- De-escalated problematic customer concerns, maintaining outstanding customer service.
Education
Northwest Vista College
San Antonio, TXHigh School Diploma -
Rialto High School
Rialto, CA06-2007
Skills
Organized
Problem solving
Written and communication
Claims processing
Knowledge of Harleysville and Private Client
Experience with Xactimate and XactAnalysis
Certification
- Licensed Property and Casualty -2020-2025
Languages
Spanish
Native or Bilingual
Timeline
Associate Claims Specialist, Multiline
Nationwide Insurance Company
01.2020 - Current
Claims Service Representative II
Nationwide Insurance Company
12.2013 - 12.2019
Retention Customer Service Representative
Verizon Wireless
01.2008 - 11.2013
- Licensed Property and Casualty -2020-2025
Northwest Vista College
High School Diploma -
Rialto High School
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