Brett L. Holder
Claims Onboarding Coach
Houston,TX
Summary
Organized and results-driven professional with a background in claims adjusting and a strong attention to detail. Skilled in analyzing information, identifying key details, and ensuring accuracy in fast-paced environments. Known for clear communication, problem-solving, and a collaborative approach to achieving organizational goals. Brings a commitment to delivering exceptional service, maintaining professionalism, and adapting to new challenges with a focus on accuracy and efficiency.
Overview
9
9
years of professional experience
Work History
Claims On-boarding Coach
NRZ, Progressive
06.2025 - Current
- Lead on-boarding for new claims representatives, ensuring smooth integration into company systems and culture. Develop and deliver training materials focused on claims handling, customer service, and compliance. Provide one-on-one coaching and mentorship to new hires, supporting their development and confidence. Collaborate with leadership and training teams to refine on-boarding processes and improve retention. Monitor performance metrics and provide feedback to ensure quality and consistency in claims handling. Facilitate workshops and team-building sessions to foster engagement and collaboration. Research root causes of workflow and comprehension issues to identify and resolve barriers to success. Foster an inclusive environment for new hires by tailoring coaching approaches based on Intellilead profiles.
Redistributed Inventory Rep
Auto, Progressive
08.2024 - 06.2025
- Owned redistributed claims and managed to completion. Completed a thorough review of each claim to assess the remaining level of work required. Handled complex customer concerns by using de-escalation techniques like active listening, communication, and problem solving. Assisted new reps through side-by-side mentorship. Interviewed, collected, and documented information from customers, agents, and witnesses. Reviewed police reports, medical information, and other data. Identified potential fraud and referred for investigation. Partnered with other departments such as SIU, Subrogation, and Manage repair reps. Finalized fair and honest liability investigations by analyzing all available evidence provided in the claim. Proactively communicated, updated, and responded to customer concerns using all available resources such as phone, text, and email. Completed complex coverage investigations. Set and monitored inspections, repairs, and rentals. Managed claims inventory workload through one touch care.
Catastrophic Loss Claims Adjuster
Auto, Progressive
06.2024 - 08.2024
- Assisted with processing wind, hail, and flood claims. Made initial contact with customers to obtain recorded statements and document facts of loss. Set the method of inspection and processed payments. Partnered with Manage repair reps and dispatch to schedule and complete inspections. Completed complex coverage investigations. Identified potential fraud and referred for SIU investigation. Managed an elevated workload through one touch care and leveraging all available resources. Maintained communication with customers throughout the process via text, email, and calling.
Claims Adjuster
CCU Auto, Progressive
10.2023 - 06.2024
- Prioritized newly assigned claims to contact and resolve within 24 hours of filing. Interviewed, collected, and documented information from customers, agents, and witnesses. Reviewed police reports, medical information, and other data. Identified potential fraud and referred for investigation. Partnered with other departments such as SIU, Subrogation, and Manage repair reps. Finalized fair and honest liability investigations by analyzing all available evidence provided in the claim. Proactively communicated, updated and responded to customer concerns using all available resources such as phone, text, and email. Completed complex coverage investigations. Set and monitored inspections, repairs, and rentals. Managed claims inventory workload through one touch care. Delivered presentations on a team and DRG level. Balanced independent problem solving with team-based collaboration to resolve claims. Negotiated with customers, claimants, and other companies to ensure coverage and liability are agreed upon.
Department Manager
H&M
12.2022 - 10.2023
- Regularly analyzed and followed up on S&P KPIs for various department with the Visual Merchandisers. Supported multiple store openings in major cities across the country. Actively prevented loss and ensured the department followed the appropriate safety and security guidelines. Managed the recruitment, training, development, and succession planning for Sales associates. Followed best practices for cash handling routines and back-office work when opening and closing the store. Supervised multiple logistics teams throughout the week. Managed the launch of multiple collaborative designer brands in selective markets.
Visual Manager
H&M
08.2018 - 12.2022
- Worked with scheduling and the commercial planner to plan the monthly visual workload. Strategically planned out department moves to successfully execute before the store opening. Lead the visual team to meet and exceed company expectations. Partnered with full-time and part-time sales advisors to set goals in forwarding their development. Worked as a team to create a bridge between visual and department manager relations to exchange expectations and provide feedback. Remodeled and installed window displays. Supported multiple store openings. Closely monitored selling reports to identify areas of improvement for specific garment rotation to support selling. Styled and dressed mannequins throughout the store to the current trends and commercial pages.
Department Supervisor
H&M
11.2016 - 08.2018
- Held department ownership and oversaw operations. Developed sales advisors on company best practices. Participated in budgeting and scheduling. Monitored and lead a logistics team four times a week. Supported new store openings and under-performing stores. Assisted with audits and loss prevention efforts. Opened and closed the store using cash office routines. Interviewed and on-boarded new employees. Managed all the facility work and construction for the store.
Education
AA - Architectural Design Technology
Nashville State Community College
Nashville06.2022
Skills
- Employee onboarding
- Time management
- Coaching and mentoring
- Clear verbal and written communication
- Feedback delivery and performance reviews
- Claims processing workflows
Timeline
Claims On-boarding Coach
NRZ, Progressive
06.2025 - Current
Redistributed Inventory Rep
Auto, Progressive
08.2024 - 06.2025
Catastrophic Loss Claims Adjuster
Auto, Progressive
06.2024 - 08.2024
Claims Adjuster
CCU Auto, Progressive
10.2023 - 06.2024
Department Manager
H&M
12.2022 - 10.2023
Visual Manager
H&M
08.2018 - 12.2022
Department Supervisor
H&M
11.2016 - 08.2018
AA - Architectural Design Technology
Nashville State Community College