Christina Wilson
Spanaway,WA
Summary
Insurance claims and policy processing professional with strong productivity and precise task completion in fast-paced environments. Skilled in claim processing, policy interpretation, and dispute resolution. Experienced in analyzing claim details, using policy databases, and managing customer communications.
Overview
23
23
years of professional experience
Work History
Claim Associate-Injury Department: Auto Injury
Internal Work History
Spanaway, WA
06.2018 - Current
- Managed injury claims within approved limits to enhance customer experience.
- Applied claims settlement procedures to efficiently resolve claims and initiate payments.
- Collaborated with claim specialists, attorneys, and paralegals to enhance case management.
- Communicated effectively with team members, business partners, and external customers regarding claims.
- Streamlined operations by leveraging electronic resources and claim handling tools.
- Processed insurance claims efficiently using claim handling tools.
Claim Specialist-Express Lead Department: Property - Express
Express
Tacoma, WA
01.2017 - 05.2018
- Ensured compliance with procedures, policies, and applicable laws while resolving claims.
- Reviewed claims for authority within approved limits to streamline decision-making.
- Clarified coverage details for customers and escalated issues to improve satisfaction.
- Delivered personalized customer experiences through clear written and verbal communication.
- Mentored associates on processes and tools to facilitate effective claim resolution.
- Trained and coached peers on problem-solving techniques for enhanced performance.
- Conducted side-by-sides and call monitoring for constructive feedback on claim associates.
- Documented claim activities and supported associates in managing files for accuracy and compliance.
Claim Associate-Express Department: Property - Express
Express
Tacoma, WA
08.2016 - 01.2017
- Delivered exceptional customer experience by efficiently managing lower complexity claims.
- Processed claim information and communicated with internal and external customers through multiple channels to enhance clarity.
- Ensured prompt routing of claims to appropriate functional areas, facilitating timely processing.
- Collaborated within a team to manage high-volume, low-complexity tasks in a call center environment, supporting overall operational efficiency.
Claim Associate-ILR
Enterprise ILR
Tacoma, WA
04.2013 - 02.2015
- Investigated and settled auto claims, verifying coverage, legal liability, and property damage through effective communication with stakeholders.
- Applied knowledge of policies, laws, and regulations to determine escalation criteria for complex claims.
- Delivered exceptional customer experience by managing lower complexity claims and ensuring prompt resolutions within authority limits.
- Processed claim information and communicated with internal and external customers via phone and electronic channels to facilitate smooth claim handling.
- Collaborated within a team to investigate high-volume, low-complexity claims in a call center setting.
Customer Service Representative
T-MOBILE USA
Redmond, Oregon
05.2003 - 01.2012
- Assisted customers with product inquiries and service issues, resolving challenges and enhancing customer experience.
- Promoted high customer satisfaction by providing knowledgeable and friendly service.
- Addressed escalated customer concerns with professionalism and empathy. with professionalism and empathy, fostering trust and achieving satisfactory resolutions.
- Resolved billing discrepancies through effective communication, enhancing customer trust and satisfaction.
- Educated customers on device features and plans, empowering informed decisions.
- Managed customer accounts with the T-Mobile CRM system, ensuring accurate data and streamlined service delivery.
- Documented customer interactions for future reference and analytical insights.
Education
Bachelor of Science - Human Resources/Mgmt
Western Governors University
Salt Lake City, UT01-2028
Skills
- Claims processing
- Claims investigation
- Claims negotiation
- Legal compliance
- Policy interpretation
- Decision-making
- Problem-solving
- Communication
- Interpersonal communication
Personal Information
Title: Injury Claim Associate
Communication
Implemented new procedures and technologies that improved efficiency and streamlined operations.
Leadership
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.
Timeline
Claim Associate-Injury Department: Auto Injury
Internal Work History
06.2018 - Current
Claim Specialist-Express Lead Department: Property - Express
Express
01.2017 - 05.2018
Claim Associate-Express Department: Property - Express
Express
08.2016 - 01.2017
Claim Associate-ILR
Enterprise ILR
04.2013 - 02.2015
Customer Service Representative
T-MOBILE USA
05.2003 - 01.2012
Bachelor of Science - Human Resources/Mgmt
Western Governors University