Brianna Dozier

Responsible for the investigation, evaluation and disposition of Environmental claims on assignment, which includes an established portion of the office/team workload and/or individual assigned cases that present high exposure or complex coverage or liability issues. Works autonomously within prescribed authority limits. This position includes responsibility for handling claims involving severe and catastrophic injuries.

• Manages, investigates, and resolves claims. Investigates and evaluates coverage, liability, damages, and settles claims within prescribed procedures and authority. Recommends ultimate resolution on assigned cases in excess of their authority to local claims management and Home Office.
• Identifies potential suspicious claims and refers to SIU and identifies opportunities for third party subrogation.
• Prepares for and attends trials, hearings and conferences and reports to Home Office and local management on status.
• Confers with trial counsel and prepares trial reports.
• Communicates with policyholders, witnesses, and claimants in order to gather information regarding claims, refers tasks to auxiliary resources as necessary, and advise as to proper course of action.
• Responds to various written and telephone inquiries including status reports.
• Ensures adequacy of reserves. Recommends reserve increases on cases in excess of authority.
• Accountable for security of financial processing of claims, as well as security information contained in claims files.
• Responsible for managing the practices and billing activities of outside and in-house counsel.
• Has assisted in the absence of the Claims Team Manager, representing the company on matters involving state or federal regulatory agencies.
• Currently involved in special projects and/or mentoring at the direction of local management.

• Ordered beauty products and beauty equipment and maintained inventory
• Oversaw daily salon operations and performed general salon tasks
• Hired and trained beauticians, as needed
• Monitored cleaning methods and chemicals used to verify beauticians adhered to hygiene and safety practices
• Promoted services and products
• Monitored daily spa activities and team performance to check cleanliness, assess performance and handle high-priority clients
• Took detailed inventories of goods and supplies to stay on top of ordering schedule and consistently meet demands
• Optimized team performance by training new employees on customer service, day-to-day activities and account management procedures
• Provided employees with feedback on how to improve performance and increase profitability of spa services
• Performed basic accounting duties such as payment collection, bank and drawer reconciliation and internal audits to keep finances on track
• Performed site evaluations, customer surveys and team audits
• Provided excellent service and attention to customers when face-to-face or through phone conversations
• Improved operations by working with team members and customers to find workable solutions
• Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts
• Improved customer satisfaction by finding creative solutions to problems
• Created agendas and communication materials for team meetings
• Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables
• Assessed, optimized and elevated operations to target current and expected demands
• Enhanced operational performance by developing effective business strategies, systems and procedures
• Set pricing structures according to market analytics and emerging trends

• Investigate and determine coverage
• Investigate and determine liability (who's at fault for the damages)
• Conduct recorded interviews customers, claimants, and witnesses
• Partner with appraisers/estimators to manage vehicle repairs
• Negotiate with customers and other insurance carriers and resolve claims
• Verified and analyzed data used in settling claims to validate claims and settlements according to company practices and procedures
• Collected evidence to support contested claims in court
• Resolved complex, severe exposure claims, using high service oriented file handling
• Adjusted reserves and provided reserve recommendations to ensure that reserve activities were consistent with corporate policies
• Examined claims investigated by insurance adjusters, further investigating questionable claims to determine whether authorized payments
• Investigated and assessed damage to property and created and reviewed property damage estimates
• Participated in discussion at claim committee meetings
• Maintained claim files, such as records of settled claims and inventory of claims requiring detailed analysis
• Entered claim payments, reserves and new claims on computer system, inputted concise yet sufficient file documentation
• Investigated, evaluated and settled claims, applying technical knowledge and human relations skills to achieve fair and prompt disposal of cases and to contribute to reduced loss ratio
• Reviewed police reports, medical treatment records, medical bills or physical property damage to determine extent of liability
• Corresponded with claimants, witnesses, police and physicians to determine claim settlement, denial, or review status
• Paid and processed claims within designated authority level
• Referred questionable claims to investigator and claims adjuster for investigation and settlement
• Examined claims forms and other records to determine insurance coverage
• Analyzed information gathered by investigation and report findings and recommendations

• Reviewed and analyzed suspicious and potentially fraudulent insurance claims
• Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims
• Maintained contact with customers throughout the claim via phone email and mail
• Trained other claims staff members on proper handling and evaluation of injury claims
• Shared, reviewed and resolved first party injury claims with PIP adjusters
• Explained PIP benefits to policy holders
• Obtained PIP Qualification recorded statements
• Effectively managed a high-volume of inbound and outbound customer calls
• Addressed and resolved customer product complaints empathetically and professionally
• Gathered and verified all required customer information for tracking purposes
• Accurately documented, researched and resolved customer service issues
• Maintained daily reviews and understandings of customer auto policies as well as recreational vehicle policies
• Conducted recorded interviews of parties involved in losses as well as coverage investigations
• Produced claims and coverage communication letters and emails to customers in a timely fashion
• Made payments to customers in a timely fashion
• Maintained the daily workload of losses
• Handled every customers concern with care, consistency and urgency

• Analyzed first reports of loss and underlying file material to determine if claim was suspect
• Determined liability for 0%, 50%, and 100% losses
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims
• Identified coverage issues and party injuries to be handled by upper level adjusters and assigned files to the proper claims levels
• Trained other claims staff members on intake of new claims
• Effectively managed a high-volume of inbound and outbound customer calls
• Addressed and resolved customer product complaints empathetically and professionally
• Gathered and verified all required customer information for tracking purposes
• Accurately documented, researched and resolved customer service issues
• Maintained daily reviews and understandings of customer auto policies as well as recreational vehicle policies
• Conducted recorded interviews of parties involved in losses as well as coverage investigations
• Produced claims and coverage communication letters and emails to customers in a timely fashion
• Made payments to customers in a timely fashion
• Maintained the daily workload of losses
• Handled every customers concern with care, consistency and urgency
• Prepared insurance claim forms and related documents and reviewed them for completeness

• Supervised material flow
• Maintained accurate stock records and gas deliveries
• Forecasted manpower requirements based on daily workload and company targets
• Responsible for achieving production requirements
• Prepared and maintained count for all monies taken in per shift
• Fulfilled management duties upon request
• Maintained current store, product and promotional knowledge to drive consistent sales
• Answered questions about current promotions and resolved issues according to store policies
• Worked with off-site locations to find desired items for customers
• Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
• Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
• Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed
• Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit
• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
• Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy
• Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions
• Drove sales by successfully employing strategies such as upselling and cross-selling
• Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment

• Communicated effectively with customers, associates and techs
• Maintained a sufficient number of sales per day
• Followed up missed service appointments and rescheduling
• Showed new products to customers
• Coordinated appointments for purchase of units
• Resolved customer complaints by escalating calls to the proper department
• Maintained proficiency in revenue and sales
• Contacted private individuals or businesses by telephone to solicit sales
• Collaborated with management to resolve concerns and problem calls
• Proficient at computer dialing and computer software
• Maintained and recorded customer information in database
• Made 92 calls per day
• Made appointments with interested customers according to schedule availability
• Helped new telemarketers learn best practices, communication strategies and performance standards
• Broke down objections using friendly, persuasive strategies
• Gave information about available products and services including membership details and purchase advantages
• Handled inbound telephone calls from interested customers

• Responded to all customer inquiries thoroughly and professionally