Brooke Chang
Savannah,GA
Summary
Experienced insurance professional with 10-year career assessing properties, determining liabilities and negotiating settlements. Detail-oriented, observant and knowledgeable with excellent interpersonal and documentation skills. Efficiently handle high case volumes with accuracy and care.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
TLMS
Savannah, GA
05.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
Legal Research Analyst
GEICO
Chevy Chase, MD
10.2020 - 11.2021
- Drafted comprehensive and succinct legal memoranda for all related departments to summarize key findings
- Managed projects and liaised with multiple departments to facilitate responsive documents and processes to bring company into compliance with new laws/regulations
- Successfully spearheaded the 2021 Companywide SOX (Sarbanes-Oxley) Edge Access Audit and prepared it for the Internal Audit team and Deloitte
Senior Business Analyst
GEICO
Macon, GA
02.2018 - 10.2020
- Implemented operational vision for data analytics and reporting, including identification of key requirements and continuous improvement opportunities
- Drafted and managed KPI (Key Performance Indicators) reports to monitor service levels, identify trends and execute root cause analysis
- Mined data to uncover insights and identify market trends and inflection points
- Created plans to improve and correct operations in order to stay compliant
Claims Representative
GEICO
Macon, GA
08.2015 - 01.2018
- Conducted investigations to determine coverage and liability for claims involving injured claimants
- Evaluated, negotiated, and settled claims for damages
- Maintained a pending diary of injury claims from investigation to settlement
- Effectively negotiated injury claims with claimants or their legal representation
Liability Claims Representative II
GEICO
Macon , GA
07.2014 - 08.2015
- Contacted policyholders, claimants and witnesses to determine liability in auto accidents.
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Diligently maintained quality claim files, with year -to-date metrics at above-average levels and quality rating recorded at 96.97%, while continually assuring highest levels of customer satisfaction due to rapid and effective problem resolution
Universal Banker
PNC
Alpharetta , GA
10.2013 - 06.2014
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each
- Helped customers understand and use technical tools such as mobile applications and online banking
- Advised customers on bank products, services and financial planning options
Claims Adjuster, Automobile and Casualty
Travelers Insurance
Alpharetta, GA
11.2011 - 10.2013
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures
- Recommended settlement offers and negotiated payment arrangements
- Conducted interviews, gathered detailed information and completed field investigations
- Obtained necessary information to complete proper evaluation of injury claims
Education
Bachelor of Arts - Economics
Georgia Southern University
Savannah12.2008
Skills
- Claims file management processes
- Database management
- Medical terminology specialist
- Property Claims
- Strong interpersonal and communication skills
- Interviewing techniques
- Problem Resolution
- Proficient in MS Office (Excel, Power BI, Access, PowerPoint)
- Proficient in creating and maintaining SharePoint Sites
Timeline
Customer Service Representative
TLMS
05.2022 - Current
Legal Research Analyst
GEICO
10.2020 - 11.2021
Senior Business Analyst
GEICO
02.2018 - 10.2020
Claims Representative
GEICO
08.2015 - 01.2018
Liability Claims Representative II
GEICO
07.2014 - 08.2015
Universal Banker
PNC
10.2013 - 06.2014
Claims Adjuster, Automobile and Casualty
Travelers Insurance
11.2011 - 10.2013
Bachelor of Arts - Economics
Georgia Southern University
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