Carla Abousaab
Houston
Summary
Knowledgeable in all Claims Experience with solid background in delivering engaging and effective training programs. Developed and implemented comprehensive training materials that enhanced employee performance and productivity. Proven ability in instructional design and group facilitation.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Trainer Preparation Program
GEICO
Houston, TX
02.2025 - Current
- Developed and delivered training programs to enhance employee performance and knowledge retention.
- Facilitated onboarding sessions, ensuring new hires understood company policies and procedures.
- Evaluated training effectiveness through feedback surveys and performance assessments.
- Mentored members of leadership, providing guidance on curriculum development and instructional techniques.
- Collaborated with department leaders to align training initiatives with organizational goals.
Claims Specialist
GEICO
Houston, TX
09.2023 - Current
- Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner.
- Created first notices of loss for Auto claims, while making liability decisions.
- Examined and resolved multiple coverage concerns associated with claim(s).
Management Development Program
GEICO
Houston, TX
02.2022 - 09.2023
- Rotated through every department in the claims center to learn the claims and casualty process
- Regularly negotiated and settled claims worth over $30,000 with multiple attorneys.
- Handled Bodily Injury and Property Damage claims with confidentiality and willingness to provide exceptional customer service.
- Lead and coached a team of new adjusters into their role as claims adjusters with providing excellent customer service and improving their productivity.
Assistant Service Manager
H-E-B
Houston, TX
01.2017 - 02.2022
- Supervised a team of cashiers and baggers while running and managing the registers and front end.
- Implemented multiple learning opportunities on the chance to excel and improve current abilities on the floor (I.E bagger training, cashier coaching).
- Handles multiple customer satisfaction and unsatisfaction incidents and situations and handled them accordingly (I.E, Customer complaints, Customer returns).
- Supervised and maintained the responsibilities of multiple areas of the service department.
- Grand opened a new store assisting multiple leaders with the respectable rush and responsibilities.
- Managed and Handled over $3000 in cash on a daily basis.
- Assisted in transferring and sending money through Western Union and other Companies.
- Assisted the H-E-Buddy at various community organizations as well as events at the store itself.
- Resolved various customer issues, while maintaining customer satisfaction.
- Instructed a pre-developed script to new cashiers on the highlights and expectations of their new position.
- Demonstrated checking skills to new cashiers on the register.
- Issued out activates and scenarios for cashiers to use on registers to ensure they are reaching H-E-B’s standards of hospitality, and accuracy.
- Reinforced the expectations of H-E-B’s standard behavior as a cashier, as well as an employee.
Education
BBA - Business Management
University of Houston
Houston, TX08.2022
MBA - Leadership
University of Houston- Clear Lake
Houston, TX05.2027
Skills
- Customer service
- Communication skills
- Time management
- Guest services
- Microsoft word
- Leadership
- Negotiation
- New hire training
- Creative problem solving
- Train-the-trainer
Certification
Adjuster - All Lines
Timeline
Trainer Preparation Program
GEICO
02.2025 - Current
Claims Specialist
GEICO
09.2023 - Current
Management Development Program
GEICO
02.2022 - 09.2023
Assistant Service Manager
H-E-B
01.2017 - 02.2022
BBA - Business Management
University of Houston
MBA - Leadership
University of Houston- Clear Lake
Internships
Store Operations Management Internship June 2020 - August 2020
- Assisted store leaders in multiple tasks and situations around the store.
- Researched information for a project related to H-E-B Meal Simples.
- Developed a PowerPoint with overall information to complete the project.
- Presented said project to overall leaders of H-E-B with recommendations, requests, etc.