Summary
Overview
Work History
Education
Skills
Timeline
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Celia Ciotola

Boerne,TX

Summary

Dedicated and enthusiastic job seeker with a proven track record of strong organizational skills. Seeking an opportunity as an appraisal specialist to contribute to the success of a dynamic team and help achieve company goals. Committed to delivering exceptional results and eager to utilize a passion and hardworking nature in a challenging role.

Overview

18
18
years of professional experience

Work History

Property Claims Adjuster

USAA
02.2019 - Current
  • Exercised proper judgment and decision making to analyze over 50 claims per week.
  • Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
  • Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
  • Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
  • Prepared sketch of floor plan and roofline and entered data into Xactimate to develop line-by-line item costs of damages.
  • Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.

Sales and Service Team Lead/Trainer

Nationwide Bank
03.2016 - 02.2019
  • Responsible for responding promptly and courteously to inquiries and requests from internal and external customers.
  • Handles escalations and call backs to members as needed while maintaining a high degree of professionalism.
  • Provides guidance, input and training for department training
    initiatives.
  • Provides assistance with retraining and mentoring team
    members, provides strong support to call center representatives to help achieve excellent customer service.
  • Manages department's Continuous Improvement initiatives to identify opportunities within work procedures.
  • Assess quality of representatives' calls and processed
    transactions; provide feedback; solicit and provide guidance, input and feedback to improve performance.

Member Care Representative III

Nationwide Mutual
10.2012 - 03.2016
  • Responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties and business partners.
  • Completes and processes all necessary forms as it relates to policy changes.
  • Acts as a Subject Matter Expert and mentor within peer group.
  • Creates an exceptional customer experience while contributing to individual and team goals.


Bank Teller

Bank of America
09.2011 - 10.2012
  • Responsible for processing transactions accurately and efficiently in a fast paced environment while delighting members and delivering exceptional customer service.
  • Ability to work within established policies, procedures and guidelines.
  • Identify customer needs and refer financial products and services.

Assistant General Manager

Pizza Hut YUM Inc
11.2006 - 09.2011
  • Responsible for effectively and adequately resolving customer issues while setting example exceptional hospitality and service.
  • Understands financial goals and attempts to improve restaurant performance.
  • Being a visible leader, especially in preparation and execution during peak revue periods.

Education

High School Diploma -

C E Ellison High School
Killeen, TX
2007

Skills

  • Time Management
  • Workload prioritization
  • Attention to detail
  • Claims file management processes
  • Relationship building
  • Multitasking Abilities

Timeline

Property Claims Adjuster

USAA
02.2019 - Current

Sales and Service Team Lead/Trainer

Nationwide Bank
03.2016 - 02.2019

Member Care Representative III

Nationwide Mutual
10.2012 - 03.2016

Bank Teller

Bank of America
09.2011 - 10.2012

Assistant General Manager

Pizza Hut YUM Inc
11.2006 - 09.2011

High School Diploma -

C E Ellison High School

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Celia Ciotola