Catherine Stoner
Claims and Customer Service
Cibolo,TX
Summary
My many years of experience have allowed me to work in a variety of settings including in-office, remote, and travel, which involved working independently. I also have experience collaborating with both large and small teams. The invaluable experience gained in these varied environments allowed for the development of many important skills which include communication skills both in-person and via phone, people skills such as calming frustrated callers and upset insureds, training new employees and negotiating with customers and contractors, as well as familiarity with various proprietary databases and Microsoft Office products.
Overview
36
36
years of professional experience
6
6
years of post-secondary education
Work History
Supplement Claims Representative
Eberl Claims Service
05.2023 - 10.2025
- Investigated and assessed damage to property and reviewed property damage estimates submitted by the insured or their contractor.
- Worked with the contractors to come to an agreement on the scope of damage as well as the cost of repairs.
- Revised existing estimates in Xactimate using information obtained from photos, field adjuster reports, policy information, local code documentation, and contractor estimates and photos.
- Negotiated with contractors regarding cost of materials and labor as well as unseen damage and ensuring the contractor would complete the work for the amount we settled upon.
Claims Examiner
Alacrity Solutions
01.2018 - 01.2023
- Executed all aspects of a variety of claims for HO4 Renters Policies including personal property and third-party liability. Third party claims included claims for bed bug remediation, pet damage, and liability damage due to fire, smoke, explosion, and water.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Examined claims forms and other records to determine insurance coverage.
- Reviewed police reports and physical property damage to determine extent of liability.
- Determined liability outlined in coverage and assessed documentation from police and property managers to understand damages incurred.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Identified suspicious losses and contacted manager for investigative assistance.
File Reviewer
NCA (Now Alacrity Solutions)
05.2017 - 03.2018
- Reviewed Field Adjuster estimates, photos, and reports to ensure all carrier and vendor guidelines were met.
- Reviewed reports for accuracy as well as spelling and grammar.
- Used Xactanalysis to review estimates and photos to ensure all damages were included and the proper repairs and Xactimate line items were used in the estimate.
- Ensured all estimates were in line with the policy coverages and appropriate deductibles and depreciation were applied.
Flood Field Adjuster
Pilot Catastrophe Services
08.2016 - 09.2016
- Performed all aspects of flood claims per NFIP guidelines. Determined coverage per NFIP guidelines using flood zone maps and pre- and post-firm information.
- Visited customer locations to evaluate damage and provided cost estimates for remediation.
- Wrote repair estimates using Xactimate estimating software,
- Completed all forms as required by NFIP.
Total Loss Auto Desk Adjuster
E.A. Renfroe and Co.
01.2014 - 01.2016
- Handled all aspects of total loss auto claims including determining the value of the total loss vehicle.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Responded to customer inquiries, made appropriate decisions and closed files.
- Clarified coverage of losses to policyholders and provided assistance with rental vehicles.
- Coordinated with salvage yards to arrange vehicle dispensation and ensured all required titling documents were received.
Sinkhole Desk Adjuster
Alamo Claims Service
03.2013 - 11.2013
- Worked closely with Engineers to confirm the presence of sinkholes and facilitated sinkhole remediation.
- Completed on-site post-remediation inspections and met with insureds and Public Adjusters to confirm any damage caused by the sinkhole remediation.
- Directed claims negotiations within allowable limit of $250,000.00 and supported successful litigations for advanced issues.
Desk Adjuster
Alamo Claims Service
09.2011 - 12.2012
- Resolved HO3 Homeowners claims for wind/hail, water, and fire damage.
- Answered customer questions regarding deductibles.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Evaluated damages and handled claim negotiations with insureds and public adjusters.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Prepared simple estimates using Xactimate estimating software.
Field Adjuster
Worley Catastrophe
08.2011 - 09.2011
- Managed all aspects of field claim handling.
- Made initial calls to customers, explained claims process, and gathered detailed information regarding the loss.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Examined claims forms and other records to determine insurance coverage.
- Visited customer locations to evaluate damage and provided cost estimates for remediation.
- Prepared repair estimates using Xactimate estimating software.
- Negotiated settlement with customers and closed claims.
Claim Adjuster
Worley Catastrophe
07.2010 - 09.2011
- Conducted comprehensive interviews with claimants and assisted them with completing claim applications.
- Answered calls from claimants regarding status of their applications, and advised of documentation required to complete the claim investigation.
- Maintained claims data in system as needed.
- Verified losses and determined fair amount for settlement.
- Reviewed and submitted claims for payment as appropriate.
Catastrophe Team Administrative Assistant
CNC Resource
03.2004 - 08.2009
- Assisted in the handling of auto hail damage claims.
- Utilized multi-line phone system to contact insureds and set inspection appointments
- Provided excellent customer service despite a very heavy incoming and outgoing call volume.
- Managed filing system, entered data and completed other clerical tasks.
- Reviewed completed damage estimates and issued corresponding claim payments
- Oversaw the dispensation of total loss vehicles
Problem Resolution Specialist
Sears Telecatalog
01.1990 - 01.1992
- Answered heavy volume of calls from customers and assisted with lost and/or damaged orders. Ordered missing parts for ordered items. Assisted callers with finding parts for appliances, especially older models. When needed, assisted callers with placing orders for items from the catalog.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Early Childhood Education
04.1994 - 12.1999
- Dean's List 1994
- 3.37 GPA
Skills
Excellent communication skills
Meticulous attention to detail
Self motivation
Documentation review
Team collaboration
File management
Conflict resolution
Interpersonal communication
Professional telephone demeanor
Time management
Multitasking and organization
Microsoft Office
Detailed coverage analysis
Claims evaluation
Property adjusting
Automobile claims specialist
Timeline
Supplement Claims Representative - Eberl Claims Service
05.2023 - 10.2025
Claims Examiner - Alacrity Solutions
01.2018 - 01.2023
File Reviewer - NCA (Now Alacrity Solutions)
05.2017 - 03.2018
Flood Field Adjuster - Pilot Catastrophe Services
08.2016 - 09.2016
Total Loss Auto Desk Adjuster - E.A. Renfroe and Co.
01.2014 - 01.2016
Sinkhole Desk Adjuster - Alamo Claims Service
03.2013 - 11.2013
Desk Adjuster - Alamo Claims Service
09.2011 - 12.2012
Field Adjuster - Worley Catastrophe
08.2011 - 09.2011
Claim Adjuster - Worley Catastrophe
07.2010 - 09.2011
Catastrophe Team Administrative Assistant - CNC Resource
03.2004 - 08.2009
Georgia Southern University - , Early Childhood Education
04.1994 - 12.1999
Problem Resolution Specialist - Sears Telecatalog
01.1990 - 01.1992