CRYSTAL HENDERSON
Apopka,FL
Summary
Results-driven professional with extensive experience in Insurance, excelling in claims investigation and dispute resolution. Achieved a 25% reduction in claim processing time while managing a high-volume portfolio. Proven track record in process improvement and compliance management, enhancing operational efficiency and client satisfaction.
Overview
14
14
years of professional experience
Work History
Claims Adjuster
State Farm Insurance
Apopka, FL
10.2022 - 02.2025
- Processed 1,500+ total loss auto claims annually, each averaging over $10K in value.
- Reduced average claim processing time by 25% through streamlined verification protocols.
- Managed up to 100 open claims simultaneously while maintaining full compliance with industry regulations.
- Leveraged CCC One, Guidewire, and Bidfast to document, track, and manage claims efficiently.
- Trained and mentored new adjusters, helping improve team productivity and accuracy.
- Cut investigation-related costs by 15% by optimizing resource use and improving workflow efficiency.
Collections Manager
Synchrony Financial
Altamonte Springs, FL
04.2016 - 09.2022
- Led and coached a team of 25 collectors, increasing team efficiency and compliance adherence.
- Developed strategic initiatives that improved collection rates while maintaining strong customer relationships.
- Negotiated complex payment plans, recovering significant outstanding balances.
- Reduced the average collection cycle by 10 days through targeted process enhancements.
- Proactively identified high-risk accounts and implemented early intervention measures.
Educator
The Life Academy
Orlando, FL
08.2014 - 03.2016
- Delivered engaging instruction to classes of 30+ students, improving test scores by 20%.
- Designed and implemented project-based learning modules, increasing student engagement by 15%.
- Conducted 50+ workshops and developed custom learning plans that improved retention by 25%.
Account Manager
Sprint Telecommunications
Orlando, FL
12.2010 - 07.2014
- Managed a diverse portfolio of individual and corporate accounts, achieving a 20% boost in client retention.
- Consistently exceeded sales targets by 15–25% through upselling and strategic contract negotiations.
- Built and maintained strong customer relationships, contributing to long-term account growth.
- Collaborated cross-functionally to improve service delivery and overall customer satisfaction.
- Analyzed market trends to identify new revenue opportunities across the region.
Education
Associates of Arts - Education
University of Phoenix
01.2020
Skills
- Dispute resolution and claims settlement
- KPI tracking and process improvement
- Compliance management
- Leadership and adaptability
- Communication skills
- Customer service excellence
- Problem solving
Languages
English, Native
Accomplishments
Synchrony Financial-Altamonte Springs,FL
- Rising Star Award- 2022
- Employee of the Month- 2022
Timeline
Claims Adjuster
State Farm Insurance
10.2022 - 02.2025
Collections Manager
Synchrony Financial
04.2016 - 09.2022
Educator
The Life Academy
08.2014 - 03.2016
Account Manager
Sprint Telecommunications
12.2010 - 07.2014
Associates of Arts - Education
University of Phoenix
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