Celia Ciotola
Boerne,USA
Summary
Detail-oriented Property Claims Adjuster with experience investigating insurance claims, identifying inconsistencies, and mitigating fraud risk. Skilled in conducting recorded statements, analyzing policy coverage, and collaborating with legal and investigators to support defensible claim decisions. Proven ability to recognize red flags, develop thorough case documentation, and manage high-volume caseloads while maintaining regulatory compliance. Eager and passionate to pursue a role focused on protecting organizational integrity and reducing loss exposure.
Overview
10
10
years of professional experience
Work History
Property Claims Adjuster
USAA
San Antonio, Texas
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 while determining whether claims would receive approvals or denials.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
- 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.
- Auto Claims Rotation September 2022- November 2023
- CEO Advocacy Rotation November 2023- December 2023
Sales and Service Team Lead/Trainer
Nationwide Bank
San Antonio, Texas
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 to include biannual fraud training.
- Provide assistance with retraining and mentoring team members, provides strong support to call center representatives to help achieve excellent customer service.
- Assess quality of representatives' calls and processed transactions; provide feedback; solicit and provide guidance, input and feedback to improve performance.
Education
Casualty Claim Law Associate -
American Educational Institute
01-2023
Legal Principles Claim Specialist -
American Educational Institute
10-2020
Skills
- Claims investigation
- Policy interpretation
- Insurance regulations
- Critical thinking
- Decision-making
- Risk management
Timeline
Property Claims Adjuster
USAA
02.2019 - Current
Sales and Service Team Lead/Trainer
Nationwide Bank
03.2016 - 02.2019
Casualty Claim Law Associate -
American Educational Institute
Legal Principles Claim Specialist -
American Educational Institute