Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

Christle Green

San Antonio,TX

Summary

Knowledgeable and experienced professional seeking a growth-oriented organization to excel in and contribute to the success of others.

Overview

2025
2025
years of professional experience
1
1
Certification

Work History

Claims Operations Manager – Auto Non Injury

United Services Automobile Association
San Antonio, TX
01.2024 - Current
  • Managed daily operations of a team of 6-10 claims adjusters.
  • Developed and implemented policies and procedures to improve operational efficiency.
  • Audited claims processes for accuracy and compliance with regulations.
  • Conducted performance reviews to evaluate individual and team performance.
  • Monitored customer service standards, responding promptly to customer inquiries and issues.
  • Researched discrepancies in claims data and worked collaboratively with other departments to resolve them quickly.
  • Facilitated training sessions for new hires on the company's claims processing system.
  • Enforced adherence to corporate guidelines among staff members while also promoting a positive work environment.
  • Identified areas where process improvements could be made based on feedback from customers or adjusters.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Delegated work to staff, setting priorities and goals.
  • Delegated as DCO when current DCO is out of office

Sr. Injury Adjuster - Serious Bodily Injury Claims

09.2016 - 01.2024
  • Investigated insurance claims to determine liability and damages.
  • Analyzed policy provisions, legal documents and medical records.
  • Negotiated settlements with claimants, attorneys and other parties regarding serious injury cases
  • Resolved claims for insureds by providing relevant policy details and excellent customer service.
  • Decreased loss ratios through fair and timely claim processing.
  • Negotiated total loss settlements by reasonably applying company estimates to benefit both client and company needs.
  • Drafted correspondence related to claim investigations and settlements.
  • Assessed potential losses for insureds in accordance with applicable laws and regulations.
  • Evaluated subrogation opportunities to identify recoverable funds.
  • Maintained detailed records of all claim activities in a timely manner.
  • Provided coverage opinions based on analysis of facts, law, policy language and endorsements.
  • Researched relevant case law to support coverage decisions.
  • Reviewed property damage estimates for accuracy and completeness.
  • Conducted witness interviews to assist claim information gathering process.

Injury Adjuster - Bodily Injury Claims

08.2013 - 08.2016
  • Receive first notice of losses and transfer claims involving 3rd party injuries
  • Investigate the facts of the accident and arrange vehicle inspections for both the insured's and claimants
  • Review vehicle damages, police reports and recorded statements from all parties involved in order to reach a sound liability decision
  • Evaluate bodily injury demands, which include office records and radiology reports, as well as research ISO hits in order to reach a fair settlement for injured claimants when our member is at fault for the accident
  • Upon the event a lawsuit is filed against USAA and/or the member I will prepare the claim for our litigation department
  • While handling all these aspects of this position I also listen to our members in order to assist them with any other needs they may need outside of the claims experience.

Injury Adjuster - First Party Claims

08.2009 - 08.2013
  • Receive claims involving injuries to our members and/or the passengers in their vehicles
  • Investigate and adjust moderate to complex medical bills and pay what is reasonable and necessary for the treatment rendered
  • Analyze information obtained to establish the validity of the claim being reported as well as research the policy to ensure we are paying what is owed
  • Liaison between the injured party, attorney and medical providers throughout the claims process
  • Obtain recorded statements from drivers, pedestrians and other injured parties when necessary
  • Assisted in the overflow of New York AIS in order to pay bills timely and provide an exceptional member experience
  • Selected to be a part of the work at home team where I remained for 2 years of my time in this position
  • While handling all these aspects of this position I also listen to our members in order to assist them with any other needs they may need outside of the claims experience
  • I was selected to be a mentor for Auto Adjuster II's
  • Part of the mentor/mentee program between First and Third Party Injury

Non Injury Adjuster

12.2007 - 08.2009
  • I received first notice of losses and transfer files regarding complex claims with no injured parties
  • Obtain statements from drivers, pedestrians, passengers, and witnesses as well as review police reports in order to make an educated liability decision
  • Arranged vehicle inspections for both claimant and insured vehicles
  • Communicate policy language, coverage and procedures to insured's and or attorneys
  • While handling all these aspects of this position I also listen to our members in order to assist them with any other needs they may need outside of the claims experience

Immediate Response Unit

02.2007 - 12.2007
  • Receive initial new losses and handled single vehicle accidents, animal collisions and partial theft claims
  • Assigned more complex claims to the proper area Arrange vehicle repairs and rental for the time those vehicles are in the shop
  • I was selected to assist others in order to maintain their diary load
  • While handling all these aspects of this position I also listen to our members in order to assist them with any other needs they may need outside of the claims experience.

Department Manager

Wal-Mart
San Antonio, TX
02.2005 - 05.1999
  • Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Ensured compliance with all safety regulations in the workplace.
  • Conducted regular performance reviews to monitor progress of individual employees.
  • Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
  • Created monthly schedules for staff members to ensure adequate coverage during peak hours.
  • Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
  • Organized quarterly meetings with senior management to review departmental goals and objectives.

Customer Service Manager

  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards of over 100 employees
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.

Layaway Associate

  • Assisted customers with selecting merchandise and determining payment plans for layaway purchases.
  • Provided information on store policies, procedures and services to customers.
  • Maintained a clean and orderly work area throughout the store.
  • Organized stockroom shelves and racks according to company standards.
  • Completed paperwork accurately and in a timely manner for all transactions.
  • Balanced cash drawer daily at the end of shift.
  • Answered incoming calls from customers regarding product availability, pricing, orders and other inquiries.
  • Verified that all items purchased were accounted for before completing sales transaction.
  • Resolved customer complaints promptly in order to maintain positive customer relations.
  • Tracked progress of open layaway accounts on a weekly basis.
  • Monitored expiration dates of layaways and contacted customers as needed.

Cashier

  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.

Education

High School Diploma -

Waverly City Schools
Waverly, Oh
01.2000

Bachelor Degree - Criminal Justice

University of Phoenix

Certified Fraud Examiners certification -

Certified in Medical Billing and Coding -

Performance Training Institute

Skills

  • Vendor Relationship Management
  • Process improvement strategies
  • Team leadership abilities
  • Project management experience
  • Quality assurance standards
  • Performance metrics evaluation

Certification

  • Gold Senior Claims Law Associate (SCLA) May 3, 2010
  • Workers Compensation Claim Law Associate (WCLA) April 2, 2010
  • Property Claim Law Associate (PCLA) February 17, 2010
  • Automobile Claim Law Associate (ACLA) July 9, 2009
  • Casualty Claim Law Associate (CCLA) May 4, 2009
  • Fraud Claim Law Associate (FCLA) March 29, 2009
  • Legal Principles Claim Specialist (LPCS) March 3, 2009
  • Licensed Texas Insurance Claims Adjuster 2007

Accomplishments

  • Current POC for USAA Serves for Non-Injury Claims
  • APD Hands on Training Coordinator for the MST
  • Developed Exposure Distribution strategy to reassign claims for the MST
  • Developed Huddle Board Strategy to implement within the MST
  • Mentee with SIU: consists of observing the role of special investigators and case managers. I have also participated in ride a longs with field agents.
  • Mentee with Property and ATF: observe the various types of property and theft claims, gain knowledge on what to look for in these areas that may be suspicious

Affiliations

  • Selected for Claims Underwriting Development Knowledge Program
  • Member of the Political Action Committee
  • Selected for the Cup team which assists on handling workload for adjusters out on PTO.

Timeline

Claims Operations Manager – Auto Non Injury

United Services Automobile Association
01.2024 - Current

Sr. Injury Adjuster - Serious Bodily Injury Claims

09.2016 - 01.2024

Injury Adjuster - Bodily Injury Claims

08.2013 - 08.2016

Injury Adjuster - First Party Claims

08.2009 - 08.2013

Non Injury Adjuster

12.2007 - 08.2009

Immediate Response Unit

02.2007 - 12.2007

Department Manager

Wal-Mart
02.2005 - 05.1999

Customer Service Manager

Layaway Associate

Cashier

High School Diploma -

Waverly City Schools

Bachelor Degree - Criminal Justice

University of Phoenix

Certified Fraud Examiners certification -

Certified in Medical Billing and Coding -

Performance Training Institute

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Christle Green