Christopher Toro
Phoenix
Summary
Dedicated candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels and claims systems, including ISO. Lexus Nexus and claims estimating software. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
20
20
years of professional experience
Work History
Claims Advocate
K-Force Staffing
08.2024 - 11.2024
- Worked productively in fast-moving work environment to process large volumes of claims.
- Developed in-depth understanding of insurance policies and procedures.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Customer Support Specialist
Grainger Industrial Supply
11.2022 - 08.2024
- Multitasked to handle diverse customer needs in high-volume phone setting, prioritizing tasks to keep up with challenging deadlines.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Senior Inside Auto Claims Adjuster
Progressive Casulty Insurance
05.2018 - 02.2022
- Efficiently identify customer needs through active listening and questioning techniques.
- Collaborate closely with other departments on issue resolution within established service level agreements.
- Utilized strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work product.
- Examined photographs and surveillance and any other documents relating to claims.
- Documented all findings in concise reports.
- Determined salvage value on total-loss vehicle.
- Negotiated settlements between parties involved in auto accident disputes.
- Ensured compliance with state department of insurance regulations.
- Negotiated with claimants to settle claims.
- Examined photographs and surveillance and any other documents relating to claims.
- 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.
Inside Auto Claims Adjuster
Metlife Auto & Home
05.2015 - 04.2018
Inside Auto Claims Adjuster
USAA - P&C Auto Insurance
08.2012 - 05.2015
Escalation Supervisor
Bank Of America
08.2004 - 07.2012
- Prepared summaries of damage, payments and policy coverage.
- Answered questions posed by insured and attorneys.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Assessed overall financial impact of each claim prior to making settlement decisions.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Developed strategies to improve customer satisfaction ratings and reduce escalations.
Education
MBA - Business Management
University of Scranton
Scranton, Pa01-2027
Bachelor of Science - International Business Management
St Petersburg College
05.2011
Associate in Arts (A.A.) - Business
Hillsborough Community College
Tampa, FlSkills
- Analyzing Claims
- Insurance Policy Coverage Knowledge
- Claims Assessments
- Credit Card Transaction Processing
- Microsoft Excel
- Settlement Determinations
- Call center experience
- Claims analysis
- Policy interpretation
- Verbal communication
- Claims investigation
- Settlement agreements
- Accident review
- Settlement negotiation
Timeline
Claims Advocate
K-Force Staffing
08.2024 - 11.2024
Customer Support Specialist
Grainger Industrial Supply
11.2022 - 08.2024
Senior Inside Auto Claims Adjuster
Progressive Casulty Insurance
05.2018 - 02.2022
Inside Auto Claims Adjuster
Metlife Auto & Home
05.2015 - 04.2018
Inside Auto Claims Adjuster
USAA - P&C Auto Insurance
08.2012 - 05.2015
Escalation Supervisor
Bank Of America
08.2004 - 07.2012
MBA - Business Management
University of Scranton
Bachelor of Science - International Business Management
St Petersburg College
Associate in Arts (A.A.) - Business
Hillsborough Community College
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