Summary
Overview
Work History
Education
Skills
References
Timeline
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Charlotte Lawrence

Charlotte Lawrence

Airway Heights,WA

Summary

Disciplined Total Loss Adjuster with exceptional abilities in developing strategies and negotiating claims to a timely conclusion. Expertise in mediation, arbitration, litigating, settlement and assessment. Committed to complying with local, state, and federal regulations.

Overview

20
20
years of professional experience

Work History

Total Loss Adjuster

PEMCO Insurance
Spokane, WA
10.2012 - 01.2023
  • Set up total loss file, research market value, present offer and negotiate for fair resolution
  • Notify proper authorities regarding loss as required
  • Pay and close file accordingly
  • Working knowledge of CCC and CoPart
  • Educated clients about the process for settling a claim resulting from a vehicular accident or incident.
  • Documented vehicle damage and condition by taking meticulous notes and photographs.
  • Communicated regularly with clients via telephone or email regarding their total loss claims.
  • Determined salvage value for total-loss vehicles.
  • Evaluated extent of damage and documented findings.
  • Researched and verified insurance policy coverage.
  • Negotiated settlements between claimants and insurers while ensuring fair compensation was provided in a timely manner.
  • Assisted law enforcement personnel in determining whether criminal activity contributed to a total loss incident.
  • Resolved repair cost inquiries, consulting with various appraisers for second opinions to resolve disagreements.
  • Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.
  • Kept abreast of changes in relevant legislation that could impact the processing of total loss claims.
  • Coordinate benefits while applying applicable deductibles, co-insurance and out of pocket costs.
  • Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.
  • Ensured that all paperwork associated with total loss claims were completed accurately and submitted on time.
  • Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction.
  • Provide customer support to members, providers, billing departments and other insurance agency's regarding claims, appeals and eligibility.
  • Maintained accurate records of all activities related to each claim including notes from conversations with claimants, witnesses, appraisers.
  • Evaluated claims for possible fraud, contacting appropriate department for assistance and further investigation.
  • Reviewed estimates prepared by appraisers or auto body shops regarding the cost of repairs to vehicles involved in total loss claims.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recognized by management for providing exceptional customer service.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Customer Resolution Specialist

Travelers Insurance
Spokane, WA
09.2004 - 10.2012
  • Handled escalated calls to resolve customer complaints
  • Processed policy changes
  • Resolved billing issues.
  • Facilitated conference calls between various stakeholders involved in dispute resolution efforts in order ensure timely completion of projects and tasks associated with each case.
  • Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
  • Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
  • Advised senior management on best practices for resolving complex customer service disputes.
  • Conducted studies of appeals procedures to confirm adherence to legal requirements while facilitating disposition of cases.
  • Developed a database of frequently asked questions and answers for customer service representatives to reference when responding to inquiries.
  • Performed quality assurance reviews on final resolutions prior to communicating them back to customers or other stakeholders involved in the dispute process.
  • Provided training sessions for new hires on how to effectively resolve customer complaints.
  • Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
  • Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
  • Drafted correspondence to customers regarding resolutions of their issues.
  • Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
  • Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
  • Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
  • Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.
  • Collaborated with others to discuss new opportunities.
  • Answered 80+ calls per shift to assist with customer questions and concerns.
  • Worked with cross-functional teams to achieve goals.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Understood and followed oral and written directions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Contract Specialist

Foothills Auto Group
Spokane, WA
02.2003 - 09.2004
  • Performed monthly inventory count of supplies needed for office operations.
  • Prepared reports for management review related to office performance metrics.
  • Accepted payment from customers via cash, check or credit card transactions.
  • Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
  • Processed lien releases on existing titles according to established timelines.
  • Answered incoming calls promptly and provided appropriate assistance.
  • Maintained accurate records of all transactions performed in the office.
  • Verified document authenticity to process license application.
  • Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
  • Verified accuracy of customer data entered into system, including name, address, date of birth and other information.

Education

Some College (No Degree) - Computer Programming

Spokane Community College
Spokane, WA

Skills

  • Creativity
  • Leadership
  • Organization
  • Problem solving
  • Teamwork
  • Insurance Policy Application
  • Number-Savvy
  • Claims Investigation
  • Mathematics Proficiency
  • Billing
  • Multi-Line Phone System
  • Fraud Detection Knowledge
  • Claims Handling
  • Damage Mitigation
  • Bookkeeping
  • Policy Interpretation
  • Inspection Documentation
  • Knowledgeable in CCC One
  • Appointment Coordination
  • Body Shop Knowledge
  • Documentation Management
  • Customer Service Expertise

References

References available upon request.

Timeline

Total Loss Adjuster

PEMCO Insurance
10.2012 - 01.2023

Customer Resolution Specialist

Travelers Insurance
09.2004 - 10.2012

Contract Specialist

Foothills Auto Group
02.2003 - 09.2004

Some College (No Degree) - Computer Programming

Spokane Community College

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Charlotte Lawrence