BROOK MAREE DUKICH
Massillon
Summary
Commercial and auto claims professional with hands-on experience managing Commercial General Liability, Business Auto, and Personal Lines Auto claims. Brings a strong working knowledge of liability determination, exposure evaluation, policy interpretation, negotiation practices, and regulatory compliance within structured claims environments.
Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.
Overview
32
32
years of professional experience
Work History
Claims Specialist I, Commercial Casualty
Nationwide Insurance
01.2023 - Current
- Investigate Commercial General Liability and Business Auto claims
- Analyze facts of loss, policy provisions, and exclusions to determine coverage, liability, and exposure
- Evaluate risk and negotiate settlements within assigned authority
- Communicate claim decisions and expectations with insureds, claimants, attorneys, and vendors
- Coordinate repairs and rentals to support timely claim resolution
- Maintain accurate, defensible claim documentation meeting regulatory and audit standards
- Provide desk coverage and workload assistance to support team performance
- Mentored by an SIU representative on fraud indicators, documentation standards, and referral best practices
- Recognition: SIU Claim of the Month (Feb 2024); multiple leadership and peer Bravos
Claims Specialist, Personal Lines Auto (NILC)
Nationwide Insurance
01.2022 - 01.2023
- Handled Personal Lines auto claims involving multi-vehicle and multi-party losses
- Determined liability using statements, police reports, and damage evaluations
- Managed claim communications and expectation setting throughout the claim lifecycle
- Coordinated vehicle repairs and rental services
- Provided cross-coverage to support team productivity
- Selected for both team-level and department-level Engagement Committees
- Presented engagement initiatives at team meetings and department-wide forums
Unit Support Worker
Stark County Job & Family Services
01.2012 - 01.2022
- Processed and safeguarded highly confidential eligibility and social service documentation
- Reviewed SNAP applications and identified expedited eligibility
- Scheduled intake appointments for SNAP, TANF, and Medicaid programs
- Responded to high-volume customer inquiries with accuracy and professionalism
- Maintained compliance with state and federal regulatory requirements
Call Quality Manager / Call Quality Specialist / Assistant Trainer
Arthur Middleton
01.2006 - 01.2012
- Supervised, coached, and evaluated teams of up to 11 employees
- Managed hiring, payroll, performance reviews, and corrective action
- Developed QA reporting that reduced call defects by 15%
- Created training manuals reducing new-hire defects by 25%
- Investigated and resolved Better Business Bureau complaints, increasing satisfaction to 89%
- Worked with company attorneys to ensure compliance with sales and consumer protection laws
Quality, Operations & Compliance Roles
GE Money
01.1994 - 01.2006
- Monitored calls and account documentation for state and federal compliance
- Designed and delivered procedural and compliance training across business units
- Automated operational reporting, increasing productivity by 100%
- Developed staffing analysis reports, reducing idle time by 10%
- Coordinated large-scale training and business meetings for 1,200+ employees
- Managed delinquent Private Label and Visa/MasterCard accounts
- Performed skip-tracing using approved databases to support account resolution
- Served as New Hire Buddy and presenter at all-employee meetings
Education
Associate Degree -
Kent State University
Canton, OHSkills
- Commercial General Liability (CGL) Claims
- Business Auto & Personal Lines Auto Claims
- Exposure Evaluation & Liability Analysis
- Coverage Interpretation
- Negotiation & Resolution
- Fraud Indicators & SIU Collaboration
- Claims Documentation & File Quality
- Regulatory Compliance & Audit Support
- Customer & Insured Advocacy
Professional Recognition And Leadership
- SIU Claim of the Month — Nationwide (2024)
- Ohio DEI Council Member — 01/01/25–Present
- NILC Engagement Committee — 01/01/22–12/31/23
- Pride Award, Employee of the Month, Bright Light Awards — GE Money
Community Service
Volunteer Cheer Coach & Advisor, Boys & Girls Club of Massillon, 01/01/16–12/31/22
Summary - Insurance Claims Summary
Commercial and auto claims professional with hands-on experience managing Commercial General Liability, Business Auto, and Personal Lines Auto claims. Brings a strong working knowledge of liability determination, exposure evaluation, policy interpretation, negotiation practices, and regulatory compliance within structured claims environments.
Timeline
Claims Specialist I, Commercial Casualty
Nationwide Insurance
01.2023 - Current
Claims Specialist, Personal Lines Auto (NILC)
Nationwide Insurance
01.2022 - 01.2023
Unit Support Worker
Stark County Job & Family Services
01.2012 - 01.2022
Call Quality Manager / Call Quality Specialist / Assistant Trainer
Arthur Middleton
01.2006 - 01.2012
Quality, Operations & Compliance Roles
GE Money
01.1994 - 01.2006
Associate Degree -
Kent State University