Charley Tan

• Evaluated and managed comprehensive auto liability investigations including coverage determination, fault determination, and causation analysis.
• Reviewed claims for fraud indication and escalated cases with fraud suspicions to appropriate investigative unit.
• Conducted recorded interviews for involved parties, witnesses, and claimants to determine liability.
• Performed complex coverage investigations involving exclusions, policy limits, permissive use, and non-permissive scenarios.
• Established loss reports and provided policyholders with immediate assistance towing their vehicles to auto damage inspection locations and facilitated communication between auto body shops and customers.
• Negotiated claim settlements with third parties to obtain agreed price for damages.
• Corresponded with clients, claimants, and providers to finalize and close claims.
• Identified subrogation opportunities to reduce loss exposure and support recoveries.
• Handled claims nationwide across all licensed and non-licensed states meeting strict compliance standards
• Maintained excellent work documentation accuracy and file handling in a high-volume environment
• Coordinated with internal teams to streamline claims processing and enhance customer satisfaction.
• Maintained Property and Casualty licenses for all applicable states.

• Maintained detailed records of customer interactions in CRM systems for future reference.
• Managed policy changes including adding or removing vehicles and drivers from policies.
• Counseled policyholders on their coverages, any coverages that may have potentially benefited them, and any changes made to coverage.
• Assisted policyholders with understanding their policy contract and the contents of their declarations page.
• Provided policyholders with applicable proof of coverage and documents validating driver status on their policy to provide to their state Department of Motor Vehicles.
• Accommodated a variety of customer types and guided them through their policy, vehicle, and coverage concerns.
• Reviewed Motor Vehicle Reports by accessing LexisNexis and made applicable changes to policies based off the contents of Motor Vehicle Reports.
• Maintained Insurance Producer licenses

• Coordinated merchandise flow and inventory management to optimize stock levels and reduce discrepancies.
• Developed visual merchandising strategies to enhance product presentation and drive customer engagement.
• Analyzed sales trends to inform purchasing decisions, ensuring alignment with market demand.
• Trained and mentored new team members on inventory processes and best practices for merchandise handling.
• Merchandise Recovery.
• Streamlined replenishment processes, improving efficiency and minimizing out-of-stock situations.
• Supervised daily operations on the sales floor, ensuring smooth customer interactions and prompt issue resolution.
• Replenished sales floor directly from freight.
• Created displays.
• Engaged customers about TJX rewards credit cards and enrolled customers in the program.
• Authorized discounts.
• Maintained a high customer satisfaction rate throughout the store.
• Maintained an excellent score on customer service surveys.
• Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.

I worked at an independent business therefore, I had to take on every duty that was necessary to run the business. I acquired skills in bookkeeping and Micro Soft Excel/ Spreadsheets in order to keep track of inventory, finance, and online orders. I replenished merchandise on the sales floor and assisted customers in specialty needs by doing research about different teas and also by sampling a variety of teas in order to acquire a vast knowledge. I maintained relationships with customers that regularly visited the store and was able to make deep connections with our client base.

Key Duties:

• Maintained customer satisfaction
• Bookkeeping
• Spreadsheets
• MicroSoft Excel
• Processed online orders
• Ship-outs