Summary
Overview
Work History
Skills
Timeline
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Cristal Drummond

Cristal Drummond

Suwanee,GA

Summary

Highly-motivated Insurance professional with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Property & Casualty Claims Adjuster

Pilot Catastrophe
Mobile
08.2023 - 03.2024
  • Analyze insurance policies to determine coverage and limitations for each claim ensuring fair claims handling.
  • Managed interviews with policyholders, witnesses, and relevant parties gathering comprehensive information pertaining to the claim.
  • Utilized claims software Xactimate to generate precise repair and replacement cost estimates
  • Strategized detailed input of measurements, photos, and descriptions into Xactimate, resulting in accurate damage assessments.
  • Engaged with policyholders, contractors, and repair vendors prioritizing fair and equitable settlements.
  • Coordinated with underwriting, legal, and customer service to support claim processing

Marketing Account Manager

Impact Marketing & Branding, LLC
New Haven, CT
04.2021 - 06.2023
  • Led and managed metrics to increase productivity, enabling successful sales performance.
  • Created and implemented strategies to improve customer retention and satisfaction by analyzing data for trends and opportunities.
  • Identified and communicated upsell and cross-sell opportunities, achieving a 25% revenue increase.
  • Facilitated tech integration in HubSpot (CRM) to streamline workflows supporting sales conversion.
  • Created promotional materials, including digital assets, brochures and presentations.
  • Developed and implemented marketing plans for clients to increase brand awareness.

Senior Claims Specialist - Auto

Southeast Toyota Finance
Mobile, AL
11.2017 - 04.2021
  • Coordinated with customers, agents, and other parties to gather information, update claims, and resolve inquiries efficiently.
  • Organized auto loss claim documentation to ensure accurate record-keeping and efficient processing.
  • Led investigations to determine auto loss causes, gathering evidence, and assessing coverage eligibility based on policies and regulations.
  • Reviewed insurance policies to interpret coverage terms, conditions, and limitations relevant to auto loss claims, determining the applicability and extent of coverage
  • Coordinated auto damage evaluations with adjusters, appraisers, and repair facilities to determine costs and salvage value, streamlining claims processing.
  • Negotiated settlements by assessing policy provisions and regulations, while maintaining positive customer relationships.

Medical Claims Representative

ConnectiCare Inc.
Farmington, CT
11.2016 - 10.2017
  • Interpreted health insurance policies and explained coverage details, enhancing customer understanding and reducing callbacks, leading to faster claim closures.
  • Documented customer interactions and resolutions accurately in CRM, improving data integrity and customer satisfaction.
  • Maintained confidentiality and ensured HIPAA compliance, safeguarding customer information and enhancing trust.
  • Provided technical guidance and training to new staff members regarding claim processing procedures.
  • Resolved complex claims issues requiring research and analysis of policy language, state laws, and industry standards.

Loss Mitigation Specialist

Regions Bank
Mobile, AL
06.2014 - 09.2016
  • Conducted regular follow-ups with customers to ensure timely payments were made according to agreements.
  • Tracked performance metrics for loss mitigation efforts against goals set by management.
  • Analyzed borrower's financial information and identified potential solutions.
  • Presented and processed client loan documents and verified comprehension of essential language.
  • Provided guidance and assistance to customers throughout the loan modification process.
  • Maintained accurate records of all activities related to loan modifications including communication with customers, lenders, attorneys.

Insurance Claims Specialist (Auto)

GEICO
Macon, GA
08.2013 - 10.2015
  • Processed 60+ 'First Notice of Loss' auto claims daily, capturing essential facts for coverage determination and liability assessment through prompt contact with relevant parties.
  • Conducted in-depth investigations of auto accidents, determining, and summarizing liability decisions and disposition of claim
  • Negotiated settlements with claimants, attorneys and other parties involved in the claim process.
  • Carefully explained all applicable policies, procedures, and practices to all policyholders at time of or after on-scene accidents
  • Managed 75-90 calls daily, delivering immediate assistance and connecting customers with temporary resources such as rental cars and tow services.
  • Recommended GEICO's AutoXpress for vehicle repairs for all GEICO's policyholders and claimants
  • Documented actions captured during the call, summarizing information for claim accuracy and data integrity.

Skills

  • Negotiation & Settlement
  • Claims Investigation
  • Loss Adjustment
  • Proficiency in Claims Management Software (Xactimate, Guidewire)
  • Strong Communication
  • Software Integration
  • Attention to Detail
  • Policy Interpretation
  • Benefits Explanation
  • Extensive Insurance Knowledge
  • Fraud Detection and Prevention

Timeline

Property & Casualty Claims Adjuster

Pilot Catastrophe
08.2023 - 03.2024

Marketing Account Manager

Impact Marketing & Branding, LLC
04.2021 - 06.2023

Senior Claims Specialist - Auto

Southeast Toyota Finance
11.2017 - 04.2021

Medical Claims Representative

ConnectiCare Inc.
11.2016 - 10.2017

Loss Mitigation Specialist

Regions Bank
06.2014 - 09.2016

Insurance Claims Specialist (Auto)

GEICO
08.2013 - 10.2015

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Cristal Drummond