Brittney Duhon
Daphne,AL
Summary
Accomplished professional with extensive experience in the insurance industry, specializing in claims management and team leadership. Demonstrated success in improving claims processing efficiency and effectively resolving customer complaints. Expertise in data analysis and employee mentoring, leading to significant performance enhancements and achievement of organizational goals in high-pressure settings.
Overview
19
19
years of professional experience
18
18
Licenses
Work History
Field Manager and Trainer
Southeast Catastrophe Consulting Company/EP Claims
Mobile, Alabama
01.2024 - Current
- Develop and deliver targeted training programs for over 50 adjusters to enhance claims processing efficiency.
- Oversee the training and development of field staff for efficient operations.
- Conduct performance reviews for field adjusters, identifying gaps that improve claims resolution speed.
- Analyze claims data for accuracy and compliance with company policies.
- Review and assess documentation to determine claim eligibility and validity.
Complaint Coordinator
Southeast Catastrophe Consulting Company/EP Claims
Mobile, Alabama
05.2023 - 05.2024
- Reduced complaint response time through effective research and resolution initiatives.
- Facilitated collaboration among customers, vendors, and adjusters for efficient issue resolution.
- Managed customer inquiries to ensure prompt and satisfactory handling of complaints.
Large Loss Claims Supervisor
Southeast Catastrophe Consulting Company/EP Claims
Mobile, Alabama
03.2021 - 04.2023
- Oversaw annual claims exceeding $20M, managing resolution, negotiation, and settlement processes.
- Reviewed policies and endorsements with agents to clarify property claim inquiries.
- Collaborated with upper management to optimize processes for achieving targeted goals.
- Recognized employee achievements, and provided guidance on performance improvements.
- Analyzed performance metrics to ensure outcomes aligned with client expectations.
- Supervised the Large Loss Department across three insurance carriers, enhancing workflow and increasing claim closure rates.
Coordinated Manager
Pilot Catastrophe Services
Mobile, Alabama
01.2017 - 03.2021
- Assisted insureds and adjusters in all aspects of service fulfillment by demonstrating proficient use of policy knowledge; proactively created enhanced customer experiences through the heightened use of empathy, technology, and collaboration.
- Trained, coached, motivated, and developed new and incumbent associates on company policies and personal/department productivity goals.
- Reviewed and analyzed daily, weekly, monthly, and annual productivity results.
- Managed a team of inside adjusters working on catastrophe claims involving severe damages/total losses on a national basis.
- Investigated and resolved customer concerns promptly.
- Directed the Home Office Referral Department, which entailed ensuring claims over $800,000.00 were submitted properly to Allstate Home Office, kept all claim statuses up to date on spreadsheets for reporting purposes, and coached adjusters on how to correctly submit information at the highest quality.
Sales Manager
Freedom Business Group, LLC
Tallahassee, Florida
12.2006 - 12.2016
- Developed and delivered quality training for Debt Management Plans, Federal Student Loan Consolidations, and Payday Loan Settlement programs.
- Monitored and led a team of 30 sales representatives while managing time effectively.
- Facilitated communication among customer service, account management, quality assurance, and training to achieve call center objectives.
Education
University of South Alabama
Mobile, ALSkills
- Claims software expertise: Xactimate, Xactanalysis, NextGen, Cotality
- Leadership and Training: Team development and coaching
- Performance reviews and mentoring
- Claims Management: Large loss and catastrophe
- Daily claims processing and policy review
- Customer complaint resolution
- Data Analysis: Excel reporting
- Training program development
Licenses
Insurance Adjusting/Property and Casualty - Licensed in 18 states
Timeline
Field Manager and Trainer
Southeast Catastrophe Consulting Company/EP Claims
01.2024 - Current
Complaint Coordinator
Southeast Catastrophe Consulting Company/EP Claims
05.2023 - 05.2024
Large Loss Claims Supervisor
Southeast Catastrophe Consulting Company/EP Claims
03.2021 - 04.2023
Coordinated Manager
Pilot Catastrophe Services
01.2017 - 03.2021
Sales Manager
Freedom Business Group, LLC
12.2006 - 12.2016
University of South Alabama
References
References available upon request.
Recommendations
Letter(s) of Recommendation available upon request.
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