Caroleen L. Holliday
Phoenix,AZ
Summary
Over 20 years of experience in customer service and support, specializing in account maintenance, problem-solving, and proactive system implementation. Proven track record in training and supervising new employees, enhancing team productivity and efficiency. Recognized as a resourceful Auto Claim Specialist with expertise in claim investigation, negotiation, and settlement. Strong communication and decision-making skills ensure effective management of claims from initiation to closure, consistently delivering quality service and maintaining company standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Auto Claim Specialist
State Farm Insurance
Phoenix, USA
01.2018 - Current
- Examines, reviews, negotiates, and finalizes total loss auto claims in designated territory, confirming coverage details and damage extent via telephone, email, correspondence, and various electronic and digital platforms.
- Sustain quality standards via rigorous assessment of claims while handling claims from project lists and resolving assigned escalated claims.
- Appointed to contribute on project teams to work alongside peers and leadership to fulfill production targets, including New Hire Bridge Trainer, Aged Inventory Strike Team, and Total Loss New Design Pilot.
- Mentor and continue training newly hired employees in total loss procedures and processes.
- Attended section manager huddle, periodically lead team huddles, and serve as the team's point of contact for management while out of the office.
- Provides direction and serves as a resource for knowledge of policies, procedures, and statutes when determining activities needed in total loss and all claim handling.
- Have maintained educational courses meeting the requirements appropriate for all state mandated licenses according to each employment role.
Auto Claim Associate
State Farm Insurance
Phoenix, USA
01.2012 - 01.2018
- Frequently called upon to assist with Bridge Training for new recruits aiding them with production, coaching, and development.
- Represented my department as an experienced proctor for subsequent training classes at State Farms Corporate headquarters and other locations.
- Finalize total loss claims that require escalation within the segment.
- Possess excellent customer service, relationship building and decision-making skills.
- Work flexible hours to assist customers in different time zones.
- Meet and exceed required education and training as well as appropriate licenses.
- Identify and resolve complicated claims requiring more attention to detail.
Education
BSB/A - BUSINESS ADMINISTRATION
University of Phoenix
Phoenix, AZ06.2021
BSB/A - Business Administration
Columbia College
Columbia, MO09.2012
AAFBA - BUSINESS ADMINISTRATION
University of Phoenix
Phoenix, AZ06.2011
High School Diploma -
Monroe City High School
Monroe City, MO05-1994
Associates - Psychology and Sociology
Hannibal La-grange College
Hannibal, MOSkills
- Escalated Total loss evaluation
- Claims negotiation and resolution
- Coverage analysis
- Training and mentoring
- Customer relationship management
- Potential fraud detection expertise
- Special investigative indicators and referral
Certification
Insurance Licenses: LA, KY, NC, FL, WV, RI, TX, GA, OK
Timeline
Auto Claim Specialist
State Farm Insurance
01.2018 - Current
Auto Claim Associate
State Farm Insurance
01.2012 - 01.2018
BSB/A - BUSINESS ADMINISTRATION
University of Phoenix
BSB/A - Business Administration
Columbia College
AAFBA - BUSINESS ADMINISTRATION
University of Phoenix
High School Diploma -
Monroe City High School
Associates - Psychology and Sociology
Hannibal La-grange College