CHRISTINA PACE
Winter Garden
Summary
Recipient of the 2024 Circle of Excellence Award, recognizing top-tier performance, leadership, and commitment to excellence. Detail-oriented and highly motivated insurance professional with a specialization in complex loss scenarios. Proven ability to independently manage high-severity claims, interpret coverage in challenging situations, collaborate across departments to streamline processes, and improve outcomes. Brings additional value through prior management experience in the customer service industry, including team oversight, and performance coaching. Recognized for mentoring peers, driving process improvements, and consistently delivering exceptional service under pressure.
Overview
5
5
years of professional experience
Work History
Claims Resolution Specialist III
Liberty Mutual Insurance
Orlando
03.2023 - Current
- Promoted to Specialist III within two years by consistently demonstrating advanced claims-handling skills, and exceeding performance expectations.
- Played a key role in developing the new inside backup team. Went beyond backup adjuster responsibilities by collaborating with management to update and optimize the team schedule, while also staying past my rotation to onboard and mentor new backup adjusters to ensure smooth team integration.
- Facilitate team huddles and office hours, acting as a subject matter expert, and a resource for peers on technical claims handling.
- Mentored peers on effective desktop management strategies, resulting in a 25% reduction in average desk backlog, and improved claim-handling efficiency across the team.
- Actively contribute to the Office Engagement Committee, partnering with colleagues and leadership to plan initiatives that enhance employee morale, recognition, and workplace culture.
Sr Claims Assistant II
Liberty Mutual Insurance
Orlando
02.2022 - 03.2023
- Delivered exceptional customer service during high-impact scenarios by proactively owning and resolving complex claims during their adjusters' time out of the office.
- Selected to participate in the Claims Without Owners pilot program, independently managing unassigned claims to resolution, ensuring timely and accurate outcomes without traditional adjuster oversight.
- Supported the Fast Path team during a catastrophe, managing a high volume of claims under pressure, from the first notice of loss through investigation, evaluation, and settlement.
- Partnered with leadership to conduct internal audits on peer claim files, identifying discrepancies, ensuring compliance, and delivering actionable feedback to enhance file quality and consistency.
- Acted as an on-call peer resource, joining live discussions to guide teammates through complex claim scenarios, policy interpretation, and best practices.
Claims Customer Care Associate
Liberty Mutual Insurance
Orlando
08.2021 - 02.2022
- Provided exceptional service to members during initial loss notification calls for auto and home claims, ensuring accurate intake, and a positive first-touch experience.
- Communicated claim statuses clearly and empathetically during inbound calls, helping insureds understand next steps, and setting expectations.
- Shared best practices during regular team meetings, contributing to continuous improvement in claim handling and customer service.
- Served on the Property Specialized Team since January 2022, educating customers on key coverage elements, including deductibles and claim outcomes, leading to improved satisfaction and understanding.
Front Desk Manager
University Animal Hospital
Orlando
04.2020 - 06.2021
- Supervised, trained, and mentored a team of four front desk staff members, providing coaching on customer service best practices, phone etiquette, and time management.
- Conducted regular performance evaluations and coached team members, resulting in improved customer satisfaction and a decrease in escalations.
- Maintained a 95%+ customer satisfaction and survey rate through prompt issue resolution, personalized service, and proactive follow-ups.
- Helped to streamline the onboarding process by creating material to decrease onboarding timelines and improve operational consistency.
- Facilitated pre-shift huddles to review performance metrics, reinforce customer service standards, and address real-time challenges, enhancing staff accountability.
Education
Accredited Claims Adjuster License -
Liberty Mutual Insurance
08.2021
Timeline
Claims Resolution Specialist III
Liberty Mutual Insurance
03.2023 - Current
Sr Claims Assistant II
Liberty Mutual Insurance
02.2022 - 03.2023
Claims Customer Care Associate
Liberty Mutual Insurance
08.2021 - 02.2022
Front Desk Manager
University Animal Hospital
04.2020 - 06.2021
Accredited Claims Adjuster License -
Liberty Mutual Insurance
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