CHRISTINA MILLER
Dacula,GA
Summary
Seasoned Claims Specialist with extensive experience in Workers’ Compensation, bodily injury, and property damage claims across multiple jurisdictions. Recognized for delivering outstanding customer service and managing complex litigated files with efficiency and care. Proven supervisory experience, including leading call center and claims intake teams, training new staff, and streamlining internal workflows to improve accuracy and turnaround time. Adept at collaborating with defense counsel, employers, and injured workers to ensure compliance and cost-effective resolution of claims. Committed to high standards of performance, regulatory compliance, and stakeholder satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Claims Specialist - Workers' Comp Lost Time
Summit Consulting
03.2019 - Current
- Manage an inventory of moderate to high exposure, Lost Time Workers' Comp Claims.
- Initiate first contact with employers and injured workers.
- Review and evaluate coverage and compensability for workers' comp injuries in Kentucky and Indiana.
- Ensure timely and accurate payment of claims; monitor appropriateness of medical treatment.
- Establish and maintain appropriate reserves
- Maintain compliance with applicable state statutes and regulations.
- Collaborate with defense counsel to resolve claims; attend mediations when required.
- Evaluate and settlement demands for both litigated and non-litigated claims and negotiate settlements
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
Senior Claims Adjuster
Underwriters Safety and Claims (Now Charles Taylor)
08.2017 - 02.2019
- Managed and investigate claims for government entities, primarily school bus accidents, including BI, Med Pay, PD, and GL.
- Negotiated settlements within authority level; worked closely with attorneys.
- Provided in-person status updates to municipal clients.
Claims Adjuster
ACCC Insurance Company (Lay off)
05.2013 - 08.2017
- Investigate, manage and resolve personal/non-standard auto claims
- Handled initial contact, statements, and liability investigations for auto property damage and bodily injury claims.
- Drafted denial letters and issued Reservation of Rights letters as warranted.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Identify and address coverage issues as well as potential fraudulent issue and refer to SIU.
- Communicate with policy holders, claimants and witnesses. Obtain recorded statements.
- Evaluated insurance claims for accuracy and compliance with company policies.
- Conducted thorough investigations to determine liability and coverage in complex cases.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
BI/PD Claims Adjuster
National Guaranty Insurance Company (Lay off) (Driver's Insurance Group)
12.2010 - 03.2013
- Managed auto PD and BI claims from intake to settlement.
- Reviewed for proper coverage and drafted appropriate reservation of rights letters and denial letters.
- Conducted thorough investigations, interviewing claimants and witnesses for accurate information.
- Negotiated settlements with claimants while adhering to company policies and procedures.
- Reviewed medical records and repair estimates to ensure claim validity and accuracy.
- Handled coverage analysis and issued appropriate notices.
ICU Supervisor – Claims Department
National Guaranty Insurance Company (Driver's Insurance Group)
09.2010 - 12.2010
- Supervised 7 full-time and 2 part-time employees in the claims call center.
- Oversaw data entry of new claims and routed calls appropriately.
- Coordinated appraisal requests, supplements, and subrogation reviews.
- Tracked vendor response times to ensure timely handling.
- Oversaw daily operations to ensure compliance with insurance policies and procedures.
Customer Service Supervisor
National Guaranty Insurance Company (Driver's Insurance Group)
08.2009 - 09.2010
- Customer service and policy services.
- Receive incoming calls to handle policy changes and inquiries.
- Process endorsements, cancellations, reinstatements, and re-writes.
- Handle incoming escalated calls and customer complaints.
- Implemented training programs, enhancing staff capabilities and improving overall customer satisfaction ratings.
- Supervised customer service team, ensuring high-quality support and effective resolution of client inquiries.
- Developed and maintained customer service policies, aligning operations with organizational goals and best practices.
Education
No Degree -
Georgia Southern University
Statesboro, GeorgiaSkills
- Analytical skills
- Legal and policy knowledge and terminology
- Litigation
- Customer Service
- Negotiation
- Team Supervision
- Claims Evaluation
- Workers’ Compensation
- Claims investigation
- Verbal communication
Certification
Georgia P&C Adjuster License #59829
Timeline
Claims Specialist - Workers' Comp Lost Time
Summit Consulting
03.2019 - Current
Senior Claims Adjuster
Underwriters Safety and Claims (Now Charles Taylor)
08.2017 - 02.2019
Claims Adjuster
ACCC Insurance Company (Lay off)
05.2013 - 08.2017
BI/PD Claims Adjuster
National Guaranty Insurance Company (Lay off) (Driver's Insurance Group)
12.2010 - 03.2013
ICU Supervisor – Claims Department
National Guaranty Insurance Company (Driver's Insurance Group)
09.2010 - 12.2010
Customer Service Supervisor
National Guaranty Insurance Company (Driver's Insurance Group)
08.2009 - 09.2010
No Degree -
Georgia Southern University