CRYSTAL MARLOWE
Carrollton
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records, setting liability, and documenting findings in the auto claims adjusting insurance industry. Well-versed in insurance policies, practices and standards. Also well-versed in social media coordination, event planning, and calendar management within organizations.
Overview
10
10
years of professional experience
Work History
Claims Associate
Progressive Insurance
05.2025 - Current
- Customer Interaction: Build relationships and resolve issues primarily over the phone, acting as the main point of contact for customers.
- Claims Management: Learn to manage a heavy caseload, handling claims from initial report through resolution.
- Investigation: Determine coverage, liability (fault), and gather information from customers, claimants, and witnesses.
- Negotiation: Negotiate settlements with customers and other insurance carriers.
- Coordination: Work with appraisers/estimators to manage vehicle repairs.
- Fraud Prevention: Identify and report potentially fraudulent claims.
Service Agent II
Goosehead Insurance Agency
01.2025 - 05.2025
- Client Support: Deliver high-touch, unscripted service via phone, addressing all policy needs.
- Policy Management: Handle complex tasks, additions, and alterations for various account types (home & auto).
- Problem Solving: Resolve client complaints, manage retention, and prevent policy cancellations.
- Technology Use: Navigate multiple carrier websites, Salesforce CRM, and other communication tools.
Production Supplements Assistant
Core Personnel Staffing (Contract W/Vertical Solutions Roofing)
06.2024 - 09.2024
- Made outbound calls to Property Insurance companies requesting roofing estimates for homeowners as well as checking on depreciation release to homeowners.
- Managed the Acculynx CRM software and create reports from it and data entry
- Created the training manuals for the production and supplements departments used in new hire training.
Office Administrator
Core Personnel Staffing (Contract W/Exalt Samples)
03.2024 - 05.2024
- Processed invoices, payments, and incoming and outgoing mail.
- Answered phones professionally while providing accurate information about company products or services.
- Led social media marketing efforts for company and posted weekly campaigns to their Instagram and Facebook accounts
- Sourced for new business for Exalt Samples in the Product Resource Guides and added prospects to the CRM platform in Global Shop
- Booked air travel for our sales leaders for their conferences with company card
- Handle project management tasks as assigned by PMs that I assist, including inventory and order # updates in the Global Shop system and other tasks
- Responsible for weekly filing of Accounts Receivable and Accounts Payable folders alphabetically and through our numbering system.
Office Administrator (Part-Time Weekends)
Erickson Senior Living (Highland Springs)
06.2023 - 02.2024
- Greeted and direct our residents, visitors/staff to appropriate locations
- Answered phone calls and managed inquiries from customers and vendors.
- Processed invoices, payments, and incoming and outgoing mail.
- Received emergency calls from residents and staff and dispatched to appropriate personnel; paged on-call physicians as needed in an accurate and calm manner
- Created and maintained filing systems, both electronic and paper-based, to facilitate quick retrieval of documents.
Claims Adjuster, Automobile and Casualty
State Farm
03.2022 - 10.2023
- Managed independent personal injury and medical payments auto claims
- Investigated, evaluated, negotiated, and settled claims with proper authority
- Applied knowledge of policies, procedures, laws, statutes, and insurance regulations when determined coverage, liability, & damages
- Reviewed medical records for extent of injury or damage suffered by claimants to accurately assess damages owed.
- Prepared detailed reports summarizing findings from investigations into automobile casualty claims.
- Applied sound judgment when making decisions about complex automobile casualty cases.
- Contacted customers by telephone, written correspondence and/or various electronic media.
- Provided excellent customer service throughout the entire claims process by responding promptly to inquiries.
- Assisted customers in filing appeals if they disagreed with decisions made on their claims.
Membership Relations & Social Media Coordinator
Oak Cliff Chamber Of Commerce
10.2021 - 11.2021
- Responsible for member retention and new business for economic development of Oak Cliff Dallas area
- Gained new membership sales and retention for chamber monthly via setting up invoices and reports
- Maintained social media presence and digital marketing communications for chamber and chamber President
- Delegated board of director's communications, meeting minutes, and organized chamber calendar
- Responsible for office communications support, calls, follow-ups, and emails
- Worked additional projects and community events for Oak Cliff Chamber
- Planned and executed ribbon cutting ceremony for a new business.
Risk & Compliance Testing Specialist
Mr. Cooper Mortgage
07.2016 - 06.2021
- Identify risks to company infrastructure as it pertains to IT and Operations
- Negate risks to achieve positive company audits
- Led remote orientation of 2 new team members in compliance department and enhanced their productivity within the compliance testing controls
- Analyzed risk findings each month of testing and recommended changes to IT Infrastructure Manager and report owners which increased company's yearly ratings with auditors
- Developed new strategy for test procedures for certain compliance controls and updated procedures in testing Excel file in shared team drive.
Advertising Assistant Internship
Peoples Newspaper
01.2016 - 05.2016
- Direct Assistant to Publisher and in charge of newsletters, mailroom, and events calendar
- Managed social media page and updated monthly department events calendar.
- Generated innovative ideas for promotional materials, such as print ads and digital media content.
- Created compelling ad copy with attention-grabbing visuals to increase brand recognition and engagement.
Education
Master of Arts - Communications
UNIVERSITY OF TEXAS AT ARLINGTON
Arlington, TX12-2025
Bachelor of Business Administration - Marketing
UNIVERSITY OF NORTH TEXAS
Denton, TX, US05.2012
Skills
- Meeting deadlines
- Production Support
- Customer Service
- Social Media Promotion
- Marketing
- Project Support
- Multitasking
- Calendar Management
- Event Networking
- Event Planning
- Property & Casualty
- Claims
- Administrative Support
- Process Improvement
- Workflow Optimization
- Decision-Making
Affiliations
Property & Casualty License- #3284413
All-Lines TX Adjuster License- #2835297
Timeline
Claims Associate
Progressive Insurance
05.2025 - Current
Service Agent II
Goosehead Insurance Agency
01.2025 - 05.2025
Production Supplements Assistant
Core Personnel Staffing (Contract W/Vertical Solutions Roofing)
06.2024 - 09.2024
Office Administrator
Core Personnel Staffing (Contract W/Exalt Samples)
03.2024 - 05.2024
Office Administrator (Part-Time Weekends)
Erickson Senior Living (Highland Springs)
06.2023 - 02.2024
Claims Adjuster, Automobile and Casualty
State Farm
03.2022 - 10.2023
Membership Relations & Social Media Coordinator
Oak Cliff Chamber Of Commerce
10.2021 - 11.2021
Risk & Compliance Testing Specialist
Mr. Cooper Mortgage
07.2016 - 06.2021
Advertising Assistant Internship
Peoples Newspaper
01.2016 - 05.2016
Bachelor of Business Administration - Marketing
UNIVERSITY OF NORTH TEXAS
Master of Arts - Communications
UNIVERSITY OF TEXAS AT ARLINGTON