Brianna Messer
Pensacola,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
WNS Global Services
Work From Home, FL
04.2023 - 03.2024
- Developed and implemented quality assurance policies and procedures.
- Reviewed customer complaints and identified trends in order to develop corrective action plans.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- Monitored production activities for conformance to established quality requirements.
- Analyzed data from quality control testing to identify areas of improvement.
- Evaluated supplier performance against pre-defined criteria and negotiated contract terms accordingly.
- Provided guidance on process improvements and best practices in order to maintain high levels of product quality.
- Trained personnel on the use of new technologies or techniques designed to improve product reliability or safety standards.
- Coordinated with other departments such as engineering, manufacturing, sales. in order to resolve any issues related to product quality.
Claims Senior Associate Operations-CS
WNS Global Services
Work From Home, FL
03.2023 - 04.2023
- Developed and implemented strategies for increasing customer satisfaction.
- Provided customer service to clients regarding their insurance claims inquiries.
- Resolved customer complaints in a timely manner and documented details of each interaction with customers.
- Assisted customers with the completion of forms related to their insurance policies or claims process.
- Advised customers on how to submit claims correctly according to policy terms and conditions.
- Verified accuracy of customer data entered into database systems ensuring proper documentation of all transactions.
- Responded promptly to customer inquiries via telephone, email, web chat, or other means as needed.
Property & Auto Claims Adjuster
Field Pros Direct
Work From Home, FL
10.2022 - 02.2023
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage.
- Interviewed claimants, witnesses, police officers, medical professionals and other parties involved in the claim.
- Analyzed policy language to ensure compliance with state regulations and company policies.
- Determined liability based on facts gathered from investigations.
- Researched applicable laws related to automobile accidents or losses.
- Assessed damages to vehicles and property resulting from a variety of incidents.
- Negotiated settlements with claimants when appropriate.
- Investigated property damage claims to determine coverage and liability.
- Evaluated policy provisions, applicable laws, and other relevant information to determine claim payments or denials.
- Analyzed claim data such as photographs, diagrams, witness statements, and police reports.
- Examined estimates of repair costs for vehicles or buildings.
- Communicated with customers via phone or email to update them on their claims status or answer questions they may have had.
Claims Adjuster
Chubb Insurance
Work From Home, FL
01.2022 - 09.2022
- Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
- Conducted secondary evaluations of original investigations documentation and reports to facilitate smooth resolutions.
- Investigated properties, classified damages and created estimates outlining repair costs.
- Verified liability extent with reviews of police reports, medical treatment histories and other records.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Obtained necessary information to complete proper evaluation of injury claims.
- Reviewed data to verify validity of claims and determine case management actions.
- Assessed damaged property to determine the extent of damage and develop repair estimates.
- Developed cost-effective solutions for repairing or replacing damaged items in accordance with applicable regulations.
Senior Property Claims Adjuster
Progressive
Work From Home , FL
06.2021 - 01.2022
- Investigated and evaluated property damage claims, determining coverage and extent of loss.
- Provided detailed estimates of repair costs to clients and insurers.
- Interviewed claimants, witnesses, contractors, vendors and other professionals in order to obtain information related to the claim.
- Reviewed policy language to determine applicable coverages and exclusions.
- Researched building codes and local ordinances as they relate to a particular claim.
- Assisted with litigation management by coordinating with attorneys on legal issues associated with claims settlement.
- Negotiated settlements for property losses utilizing creative solutions that met both parties' needs.
- Analyzed complex construction contracts and change orders to ensure proper payment according to contractual obligations.
- Conducted on-site inspections of damaged properties in order to assess damages accurately.
Claims Adjuster
Custard Insurance Adjusters Inc.
Remote/Field, FL
02.2020 - 06.2021
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage.
- Interviewed claimants, witnesses, police officers, medical professionals and other parties involved in the claim.
- Determined liability based on facts gathered from investigations.
- Investigated commercial property claims, gathering facts and documents to determine coverage.
- Assessed damage and estimated costs for repairs or replacement of damaged items.
- Conducted field investigations, interviews, inspections, and surveys.
- Analyzed claim data such as photographs, diagrams, witness statements, and police reports.
- Investigated and evaluated claims to determine liability and damages.
- Resolved claims in a timely manner according to established procedures.
- Negotiated settlements with claimants or their representatives.
Auto Claims Adjuster
Pilot Catastrophe Services
Mobile, AL
04.2016 - 12.2019
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage.
- Analyzed policy language to ensure compliance with state regulations and company policies.
- Determined liability based on facts gathered from investigations.
- Researched applicable laws related to automobile accidents or losses.
- Assessed damages to vehicles and property resulting from a variety of incidents.
- Negotiated settlements with claimants when appropriate.
- Reviewed previous claims for possible fraud or misrepresentation of facts.
- Prepared detailed reports summarizing all aspects of the claims process.
- Managed multiple cases simultaneously while meeting established deadlines.
- Developed strategies for minimizing claim costs while ensuring customer satisfaction.
Insurance Customer Service Representative
Pilot Catastrophe Services
Mobile, AL
05.2014 - 04.2016
- Greeted customers and provided prompt, courteous service.
- Processed new policy applications and updated existing policy documents.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Verified accuracy of customer data entered into the system.
- Maintained accurate records of customer interactions and transactions.
- Researched relevant policy information to answer customer questions.
- Provided quotes on various types of insurance policies.
- Facilitated payment processing for premium payments and renewals.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Generated reports based on client data to analyze trends in customer service needs.
Skills
- Risk Analysis and Mitigation
- Trend Analysis
- Process Analysis
- Operation Monitoring
- Quality Systems
- Internal Audits
- Progress Reporting
- Attention to Detail
- Policy Investigations
- Automobile Appraisals
- Property Claims
- Property Adjusting
- Claims Processing
- Risk Assessment
- Workers' Compensation Claims
- Leads Prospecting
- Policy Renewals
- Client Relations
- Account Management
- Customer Service
- Insurance Sales Strategy
Certification
- All-Lines Adjuster
- General Lines Property and Casualty
Timeline
Quality Assurance Manager
WNS Global Services
04.2023 - 03.2024
Claims Senior Associate Operations-CS
WNS Global Services
03.2023 - 04.2023
Property & Auto Claims Adjuster
Field Pros Direct
10.2022 - 02.2023
Claims Adjuster
Chubb Insurance
01.2022 - 09.2022
Senior Property Claims Adjuster
Progressive
06.2021 - 01.2022
Claims Adjuster
Custard Insurance Adjusters Inc.
02.2020 - 06.2021
Auto Claims Adjuster
Pilot Catastrophe Services
04.2016 - 12.2019
Insurance Customer Service Representative
Pilot Catastrophe Services
05.2014 - 04.2016
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