Caroline Ryan
Bakersfield ,CA
Summary
Detail-oriented and customer-focused Auto Claims Adjuster with a strong understanding of insurance policies, liability determination, and vehicle damage assessment. Experienced in managing high-volume claims caseloads from initial report to resolution, ensuring timely and fair settlements. Skilled in conducting investigations, negotiating with repair shops, and providing empathetic support to policyholders during stressful situations. Adept in using State Farm’s claims systems and maintaining compliance with company standards and state regulations. Committed to delivering exceptional service while minimizing risk and ensuring accuracy in every claim decision.
Overview
11
11
years of professional experience
Work History
Claims Associate - Auto
State Farm Insurance Company
01.2016 - 10.2021
- Investigated and processed auto insurance claims from first notice of loss to settlement, ensuring compliance with State Farm policies and state regulations.
- Assessed vehicle damages through photo estimates, repair shop inspections, and third-party appraisals to determine coverage and appropriate settlement amounts.
- Communicated with policyholders, claimants, body shops, medical providers, and law enforcement to gather statements, reports, and supporting documentation.
- Determined liability by analyzing accident facts, vehicle data, and witness statements; negotiated settlements in both fault and no-fault scenarios.
- Delivered empathetic customer service while guiding claimants through the claims process during high-stress situations.
- Collaborated with legal and subrogation teams on complex claims involving litigation, total losses, or potential fraud indicators.
- Managed a caseload of 50+ active claims while meeting or exceeding service-level goals for cycle time, accuracy, and customer satisfaction.
- Utilized proprietary State Farm claims systems and tools to document files, calculate damages, and issue payments accurately.
- Participated in ongoing training on policy changes, adjusting techniques, and industry standards to maintain current knowledge.
- Contributed to team performance by mentoring new adjusters and sharing best practices for claim resolution and customer communication.
Claims Service Assistant
State Farm Insurance Company
02.2013 - 01.2016
- Assist claim handlers by performing a variety of support services.
- Gathering and documenting loss information from customers
- Enter electronic claim information; Perform office switchboard duties.
- Enhanced customer satisfaction by providing timely updates on claim progress and addressing inquiries professionally.
- Collaborated with adjusters and investigation teams to gather necessary information for accurate claims assessment.
- Managed a high volume of inbound calls from policyholders, providing empathetic support during stressful situations.
Imaging Processor
State Farm Insurance Company
01.2011 - 02.2013
- Received, reviewed, and accurately scanned incoming claims and policy documents into State Farm's document management system.
- Indexed documents with correct claim numbers, policyholder information, and document type to ensure fast retrieval and proper workflow routing.
- Maintained a daily production quota while upholding high accuracy standards for imaging quality and data entry.
- Ensured sensitive customer information was handled in compliance with privacy policies and data security regulations.
- Communicated with claims teams and adjusters to clarify discrepancies or missing information in document submissions.
- Performed quality assurance checks on scanned documents to verify legibility and correct categorization.
- Supported process improvement initiatives by identifying workflow inefficiencies and recommending automation or procedural updates.
- Demonstrated proficiency in using State Farm's imaging software, databases, and internal communication platforms.
- Trained and mentored new imaging processors, sharing best practices for document handling and indexing accuracy.
- Adapted to shifting priorities in a fast-paced, high-volume environment while maintaining focus on detail and compliance.
Education
High School Diploma -
Millington Central High School
01.1988
Skills
- Detailed oriented
- Multi tasking
- Organizational skills
- Expert in customer service
- Time management
- Team collaboration
- Settlement determinations
- Allocating claims
Timeline
Claims Associate - Auto
State Farm Insurance Company
01.2016 - 10.2021
Claims Service Assistant
State Farm Insurance Company
02.2013 - 01.2016
Imaging Processor
State Farm Insurance Company
01.2011 - 02.2013
High School Diploma -
Millington Central High School
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