Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cristy Hense

Olathe,KS

Summary

Accountable Insurance Representative with excellent client management, communication and customer service skills. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service. Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Operations Manager

Scott Hense Agency
08.2018 - Current
  • Supervised operations staff and kept employees compliant with company policies, procedures and insurance licensing requirements.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Identified potential risks in client businesses and recommended appropriate insurance coverage.
  • Analyzed customer needs to provide customized insurance solutions.
  • Met with customers to review current coverages, ensure the appropriate coverages are in place and provide information about available products and policies to add.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Calculated personal line and commerical line quotes and educated potential clients on insurance options.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.


Senior Claims Service Specialist

Lockton Companies
12.2004 - 08.2018
  • Responsible for reporting Auto, Property, Professional Lines, General Liability and high excess claims on behalf of our clients.
  • Collaborated with Claims Consultants and Account Executives to achieve accurate and timely claim reporting under the appropriate lines of coverage.
  • Able to recognize incorrect information to properly report a claim to the correct line of business.
  • Review lawsuits and other attachments from client to find information needed to provide to carrier.
  • Prevent potential E&O Claims against Lockton by contacting insurance carriers on each claim and policy that were placed on notice to ensure claim has been assigned to an adjustor and given a claim number.
  • Handling and distributing of confidential documents.
  • Generate reports using Excel to monitor open claims
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Building and maintaining effective relationships with clients to provide the best possible service and results in a timely manner.
  • Provided the highest level of service possible to all customers, internal and external. Fully supported Lockton’s business strategies and the goals and initiatives set for the Claim Team.
  • Exceled in advocating on behalf of Lockton clients in all respects, while nurturing and maintaining positive working relationships with insurance carriers and other vendors.
  • Provided coaching, mentoring and technical assistance to other claims associates. Responsible for hiring and training new employees within the Claims Client Services Unit. Trained employees within the Claims Department and Account Executives on claim reporting procedures.
  • Implemented Nexsure software for Claims Department. Responsible for building, implementation, training all Claims Department employees and quality control for all related issues.



Field Property Claims Adjuster

Farmers Insurance
09.2005 - 12.2006
  • Negotiated claim settlements and recommended litigation when claims could not be settled.
  • Prepared comprehensive reports to negotiate purchase price and repair of properties.
  • Developed effective techniques to mitigate losses.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
  • Investigated and assessed damage to property and reviewed property damage estimates.
  • Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
  • Visited customer locations to evaluate damage and provided cost estimates for remediation.
  • Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
  • Investigates, confirms coverage, determines liability, establishes damages, reports status and negotiates the settlement of assigned cases (has authority to make payment of assigned claims within prescribed limits). Adjusts all types of claims. Inspects damaged property and determines claims related damage.
  • Estimates the cost of repair or replacement of damaged or stolen property . Determines and reports on subrogation potential. Initiates the sale of, personal property, and miscellaneous salvage items.
  • Use strong customer service skills to negotiate with policyholders to settle the claim.
  • Use claims handling software, a company car and laptop to determine claims related damage and write estimates in a paperless environment.


Inside Property Claims Adjuster

Farmers Insurance
03.2004 - 09.2005
  • Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
  • Interviewed insured, claimants and witnesses and requested official reports as part of investigations.
  • Collected and summarized information in reports required by client, local, state and federal government.
  • Developed and maintained working relationships with vendors and contractors to assist in prompt claims handling.
  • Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Investigated and assessed damage to property and reviewed property damage estimates.
  • Conducts office investigation on assigned cases, confirms coverage, determines responsibility, establishes damages, reports status, and negotiates settlement (has authority to make payment of assigned claims within prescribed limits).
  • Created damage estimate to establish the claim payment. Determines and reports on subrogation potential.
  • Reports theft, fraud, and arson losses as required to federal, state and industry agencies.


Education

Bachelor of Science - Sociology

University of Kansas
Lawrence, KS
12.2003

Skills

  • Performance Monitoring
  • Customer Retention
  • Business Development
  • Workflow Optimization
  • Marketing
  • Excellent customer service background
  • Client Account Management

Certification

Property and Casualty License

Associate in Claims (AIC)

Associate in Insurance (AINS)

Associate in Insurance Services (AIS)


Timeline

Operations Manager

Scott Hense Agency
08.2018 - Current

Field Property Claims Adjuster

Farmers Insurance
09.2005 - 12.2006

Senior Claims Service Specialist

Lockton Companies
12.2004 - 08.2018

Inside Property Claims Adjuster

Farmers Insurance
03.2004 - 09.2005

Bachelor of Science - Sociology

University of Kansas

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Cristy Hense