MIKAILA BRASFIELD
Summary
Enthusiastic and results-focused injury claims professional motivated to succeed in fast-paced and deadline-driven professional environment. Comprehensive knowledge of claims examination, evaluation, negotiation, and settlement. Highly organized, proactive, and punctual with team-oriented mentality.
Overview
12
12
years of professional experience
Work History
Claims Specialist Int
Progressive Insurance
11.2020 - Current
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Collaborated with medical professionals, attorneys, and other experts to gather evidence and validate claims accurately.
- Conducted timely negotiations with claimants' representatives to reach fair settlements within policy limits.
- Achieved successful claim resolutions by thoroughly investigating and evaluating bodily injury claims.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Managed a high volume of cases efficiently, prioritizing tasks based on urgency and complexity.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Participated in team meetings and contributed valuable insights that led to improvements in overall claim handling strategies.
Casualty Adjuster
Metlife
11.2019 - 10.2020
- Interviewed insureds, claimants and other parties to determine the facts of the claim
- Gathered information and documented the claim file to comply with company guidelines and state regulations
- Reviewed factual information to determine coverage and/or liability of all parties to the claim
- Obtained all necessary information to complete proper evaluation of injury claims
- Contacted unrepresented injured parties and legal representatives to negotiate final settlements for claims
- Recommended subrogation and/or SIU referral as needed
- Managed pending claims to meet company quality criteria
- Performed other related duties as assigned or required
Claims Care Center Auto Representative
American Family Insurance
05.2017 - 10.2019
- Assisted customers in filing a claim and guided them through the First Notice of Loss process
- Determined liability on non-complex auto claims after gathering all fact of loss
- Handled customer immediate needs including recommending auto repair shops, making reservations for rental vehicles, and setting up tows
- Routed complex auto and property claims to the correct departments
- Answered customer inquiries on existing claims
- Managed an inventory of 50-200 non-complex auto claims as the customer's primary file handler - kept customers updated throughout the repair process, ensured repairs were completely in a timely manner, ensured accurate payments were issued on all claims
- Reviewed claims for accuracy and closed claims once the repair process is complete.
Claims Care Center Associate Representative
American Family Insurance
09.2016 - 05.2017
- Assisted customers in filing a claim and guided them through the First Notice of Loss process
- Handled customer immediate needs including recommending auto repair shops, making reservations for rental vehicles, and setting up tows
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Routed auto and property claims to the correct departments
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Marketing Sales Representative
Vivial
06.2015 - 05.2016
- Aggressively prospected, developed, and closed leads using a variety of online and offline sources
- Worked directly with businesses to discuss and understand their marketing needs
- Developed customized solutions to drive leads to the clients' business
- Oversaw the execution of print and online marketing solutions including websites, search engine optimization, search engine marketing, Google adwords, social media and online display
- Utilized technology to engage clients and provide top tier customer service.
Sales Associate
Helzberg Diamonds
04.2014 - 05.2015
- Responsible for achieving monthly sales targets
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
Sales Associate
JCPenney
08.2013 - 12.2013
- Performed transactions as the store cashier
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Assistant Manager
Vector Marketing Corporation
05.2012 - 08.2013
- Manager of a team of 30+ representatives
- Trained new employees
- Assisted in advertising and recruiting
- Personally sold over $12,000 worth of product
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Education
Bachelor of Arts - Communications, Business Administration and Sociology
University of Missouri
Columbia, MO05.2015
Skills
- Claims file management
- Injury claims
- Negotiation and resolution
- Data entry
- Customer communications
- Prospecting
- Call documentation
- Claims Processing
- Claims Investigation
- Verbal Communication
- Policy Interpretation
- Settlement determinations
- Accident Investigations
- Decision-Making
- Critical Thinking
- Organizing and Prioritizing Work
- Medical Records Analysis
- Settlement Negotiation
- Liability Assessment
- Medical Terminology
- Proficient in Microsoft Word, Excel, Powerpoint
- Marketing and advertising
- Customer Service
- Leadership
- Networking
- Recruiting
- Sales
Timeline
Claims Specialist Int
Progressive Insurance
11.2020 - Current
Casualty Adjuster
Metlife
11.2019 - 10.2020
Claims Care Center Auto Representative
American Family Insurance
05.2017 - 10.2019
Claims Care Center Associate Representative
American Family Insurance
09.2016 - 05.2017
Marketing Sales Representative
Vivial
06.2015 - 05.2016
Sales Associate
Helzberg Diamonds
04.2014 - 05.2015
Sales Associate
JCPenney
08.2013 - 12.2013
Assistant Manager
Vector Marketing Corporation
05.2012 - 08.2013
Bachelor of Arts - Communications, Business Administration and Sociology
University of Missouri