Hi, I’m
Cheyenne Santana
Summary
Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.
Overview
10
years of professional experience
1
Certification
Work History
Liberty Mutual
Catastrophe Claims Adjuster
05.2021 - Current
Job overview
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Examined claims forms and other records to determine insurance coverage.
- Documented all investigation activity and presented reports to management.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- 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.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Researched claims and incident information to deliver solutions and resolve problems.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Maintained contact with claimants and attorneys to determine treatment status.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Followed up with insured individuals regarding premium and deductibles payments.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Identified suspicious losses and contacted manager for investigative assistance.
- Documented information gathered in field and uploaded data to company database for efficient processing using Xactimate and Symbility.
- Negotiated appraisal settlement agreements to resolve disputes ensuring all coverage was applicable per policy.
- Directed claims negotiations within allowable limit of $200,000 and supported successful litigations for advanced issues.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims during recorded interviews.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors (ie: water mitigation referrals, in network contractors, additional living expenses- temp housing).
- Verified insurance claims and determined fair amount for settlement.
GEICO
Auto Claims Adjuster
09.2019 - 05.2021
Job overview
- Issued payouts to claimants.
- Documented all findings in concise reports.
- Examined photographs and surveillance and any other documents relating to claims.
- Negotiated with claimants to settle claims.
- Kept current on insurance regulations, laws, policies and procedures.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Assessed complex claims and accurately determined value of damages.
- Created detailed assessments of damages to property and vehicles.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Obtained credit information from banking services.
- Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
- Referred extreme cases to Special Investigation Unit (SIU) for further review.
- Interviewed relevant parties to determine claim denial or settlement.
- Prepared reports of findings in investigations.
- Negotiated terms and handled settlements and adjustments with attorneys, claimants and co-defenders.
- Prepared summaries of damage, payments, and policy coverage.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
Sedgwick County Sheriffs Office
Deputy Sheriff
10.2014 - 12.2020
Job overview
- Investigated incidents and crimes, collected evidence, and recorded witness statements.
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Organized criminal documents such as logs, records, reports, and agendas to streamline processing and improve traceability.
- Identified suspicious activity and conducted interviews with witnesses to build cases.
- Served court documents and completed civil process duties for numerous cases.
- Maintained structure and security during court proceedings.
- Drafted numerous reports detailing incidents and safety violations.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
- Responded to emergency calls to provide assistance to citizens in need.
- Provided testimony in court proceedings.
- Recorded facts to prepare reports documenting incidents and activities.
- Rendered aid to accident victims and other persons requiring first aid for physical injuries.
- Participated in continuous firearms proficiency, defensive driving and arrest technique training.
- Assisted in special investigations and crime prevention programs.
- Checked vehicle equipment for proper functioning prior to use.
- Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Monitored criminal activity in community to identify suspicious activity.
- Trained other officers in firearms and self-defense tactics.
- Thoroughly analyzed criminal information and processed crime scenes.
- Obtained information from arrested subjects to conduct debriefings.
- Conducted searches of individuals, vehicles and premises.
- Oversaw security for businesses by monitoring grounds and identifying suspicious activity.
- Observed jail and inmate activity to maintain order and safety of numerous inmates and guards.
- Monitored crowded public areas and events to mitigate risk and promote safety.
- Provided public safety assistance at community events to maintain safe and secure environments.
T-Mobile
Customer Advocate Specialist
05.2013 - 01.2018
Job overview
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Monitored customer service performance to enforce quality and accuracy standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Wichita State UniversityWichita, KS
Bachelor of Science from Nursing
University Overview
- Honor Roll
- 3.89 GPA
Wichita Heights High School Wichita, KS
High School Diploma
04.2013
University Overview
- Extracurricular Activities: varsity track, volleyball, choir, marching band, circle of friends (working with children with autism).
- Venture Kids Member
- Wichita ICT Elite Club Volleyball Member (head coach Jeff Sanders)
- Elected Captain of Varsity volleyball team junior and senior year.
Skills
- Microsoft Word and Outlook
- Database Management
- Medical Terminology
- Risk Management
- Report Writing
- Claims File Management Processes
- Law Enforcement
- Advanced Computer Skills
- Claims File Documentation
- Detailed Meeting Minutes
- Data Analysis
- Accident Scene Investigations
- File Auditing
- Asbestos Claims
- HAZMAT Expertise
- Interviewing Techniques
- Claims Assessments
- Strong Communication and Interpersonal Skills
- Customer Satisfaction
- Advanced Oral and Written Communication Skills
- Policy Investigations
- Cost Savings
- Claims Inspections
- Best Practice Implementation
- Project Requirements
- Claims Adjustments
- Property Adjusting
- Adjuster License (fully renewed, available upon request)
- Insurance Policy Coverage Knowledge
- Claims Negotiation
- Personal, Casualty and Property Loss Insurance
- Claims Pro
- Appraisal and Salvage Operations
- Payment Arrangements
- Collection Processes
- Reserve Management
- Examine Reports
- Estimate Repair Costs
- Subrogation Expertise
- Claim Validity Determination
- Interview Claimants
- Onsite Evaluation
- Minimize Exposure
- Benefits Review
- Preparing Written Reports
- Customer Inquiries
- Xactimate Specialist
- Negotiation and Mediation Skills
- Authorize Payments
- Damage Itemization
- Hail and Wind Damage Assessment
- Insurance Fraud Expertise
- Field Inspection
- Automobile Appraisals
- Fact-Finding
- Sales
- Verify Data
Accomplishments
- Maintained a superior quality rating of 96% in file handling from 2021 to present, exceeding the 70% department goal.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Served as Lead Adjuster for numerous complex claims.
- Maintained a consistent closing ratio of less than 21 days.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
Certification
22"+ 6 8 '2')$#$) '""
Additional Information
References:
- Tamiya Johnson : 469-810-4952
- Jessica Merced : 907-947-6834
- Amanda Edwards : 316-351-4001
- Krayshawn Norman : 316-821-4624
Timeline
Catastrophe Claims Adjuster
Liberty Mutual
05.2021 - Current
Auto Claims Adjuster
GEICO
09.2019 - 05.2021
Deputy Sheriff
Sedgwick County Sheriffs Office
10.2014 - 12.2020
Customer Advocate Specialist
T-Mobile
05.2013 - 01.2018
Wichita State University
Bachelor of Science from Nursing
Wichita Heights High School
High School Diploma
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