Charlotte Hamner
Nashville,TN
Summary
To leverage claims expertise and analytical insight to contribute to operational improvement, process efficiency, and effective decision‑making within CNA.
Overview
10
10
years of professional experience
Work History
Claims Representative - Total Loss
CNA Insurance
Nashville, TN
04.2024 - Current
- Handle Total Loss APD claims including coverage verification, liability assessment, vehicle valuation, settlement negotiation, and resolution in accordance with CNA guidelines and state regulations.
- Analyze complex coverage scenarios, documentation, and loss facts to support accurate, compliant claim decisions.
- Communicate settlement positions with claimants, insureds, lienholders, and vendors while managing expectations and resolving disputes.
- Identify recurring workflow, documentation, or system issues impacting accuracy or cycle time and partner with internal teams to research and address concerns.
System Support Analyst I
Liberty Mutual
Lake Mary, FL
03.2022 - 12.2023
- Performed system analysis, documentation, testing, and provided operational and consultative support through business and product specific research
- Partnered with Product Owner and other stakeholders to prioritize product deliverables and ensure transparency into research
- Actively assessed requirements for new product rollouts/growth initiatives and helped identify dependencies
Claims Resolution Specialist
Liberty Mutual
Lake Mary, FL
03.2021 - 03.2022
- Managed and resolved complex claims including but not limited to, coverage, limits issues, high profile claims, specially vehicles, multiple car accidents and litigation
- Investigated and analyzed coverage through research, interpreting policy language and determining if home office review is warranted in order finalize coverage decisions.
- Identified fraudulent claims through careful analysis of data, protecting company assets from potential losses.
- Spearheaded training initiatives for newer team members, fostering a positive work environment and promoting professional growth.
APD Customer Resolution Representative
Liberty Mutual Insurance
05.2016 - 03.2021
- Communicated with both 1st party and 3rd party claimants to investigate and determine liability as well as determines possible subrogation opportunities
- Reviewed/investigated coverage, explaining coverage denials to policyholders and identified opportunities to refer fraudulent claims to SIU
- Negotiated and settled total loss claims with both policyholders 3rd party claimants
Skills
- Claims Analysis & Policy Interpretation
- Analytical Problem Solving
- Process Awareness & Continuous Improvement
- Cross‑Functional Collaboration
- Written & Verbal Communication
- Attention to Detail & Documentation Accuracy
- Issue Identification & Escalation
- Research & Impact Analysis
Timeline
Claims Representative - Total Loss
CNA Insurance
04.2024 - Current
System Support Analyst I
Liberty Mutual
03.2022 - 12.2023
Claims Resolution Specialist
Liberty Mutual
03.2021 - 03.2022
APD Customer Resolution Representative
Liberty Mutual Insurance
05.2016 - 03.2021
PROJECTS
CNACC Adoption Advocate (CNA)
- Served as adoption advocate for CNACC enhancements, supporting peers with usability guidance, feedback, and best practices during rollout phases.
- Identified user experience or workflow concerns and helped communicate practical feedback back to appropriate teams.
APD Evaluations & Settlements Training 2025 (CNA)
- Took lead in developing a PowerPoint training presentation focused on APD total loss evaluations and settlement considerations.
- Co‑facilitated two training sessions alongside a General Liability colleague, explaining valuation approach, documentation expectations, and settlement rationale for claims staff.
Pre-Cancel/Non-pay (Liberty Mutual)
- Partnered cross‑functionally with stakeholders and multiple squads to analyze a $10M opportunity related to cancelling or flat‑cancelling policies not in good standing due to non‑payment.
- Helped determine workflow and downstream impacts, supported solution validation, and executed test case scenarios to confirm changes.
Adjuster Experience - Policy Data Improvements (Liberty Mutual)
- Partnered with product owners and stakeholders to identify and solution APD opportunities to improve adjuster experience.
- Provided research and analysis of prioritized data points, with a focus on UM/UIM glitches across Liberty Mutual and Safeco brands, and supported squad implementation to surface accurate policy data in claims systems.
Overpayments Project - APD (Liberty Mutual)
- Partnered with APD peers and salvage representatives to identify overpayment trends and recovery opportunities.
- Successfully contributed to the recovery of over $500K in overpayments within two months while maintaining consistent workload expectations.