Cynthia Houston
Syracuse,NY
Summary
Skilled insurance professional with strong analytical and negotiation skills. Proven track record of resolving complex claims efficiently while ensuring customer satisfaction. Strong focus on team collaboration and adaptability to changing needs. Dependable with keen eye for detail and results-driven mindset.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Claims Adjuster
American Access Casualty
09.2022 - 10.2025
- Evaluated and processed complex insurance claims to ensure compliance with policy terms.
- Mentored junior adjusters on best practices in claims assessment and negotiation techniques.
- Communicated directly with policyholders to clarify coverage details and address concerns regarding claims status.
- Maintained detailed records of all case-related activities, ensuring accurate documentation for auditing purposes and future reference.
- Participated in ongoing professional development opportunities such as industry conferences, workshops and webinars to stay current with industry trends and advancements.
- Served as a subject matter expert within the company for complex claims issues, providing guidance and support to colleagues when needed.
- Expedited claims settlements with successful negotiation strategies and effective communication skills.
- Provided exceptional customer service during stressful situations, demonstrating empathy, patience, and professionalism throughout the entire claims process.
- Implemented cost-saving measures by effectively negotiating settlement amounts within authorized limits while ensuring fair compensation for policyholders'' losses.
- Managed caseload of 200 attorney represented and Pro se assigned risk claims.
Senior Bodily Injury Claims Adjuster
Hanover Insurance
01.2011 - 09.2022
- Conducted thorough investigations, gathering evidence such as medical records, police reports, and witness statements to determine liability accurately.
- Evaluated and resolved bodily injury claims, ensuring compliance with regulatory standards.
- Reviewed medical records and documentation to determine claim validity and appropriate compensation.
- Prevented unnecessary litigation by diplomatically resolving disputes over coverage, liability, and damages through negotiation.
- Evaluated policy coverage details to ensure accurate application of benefits and limits in accordance with company guidelines.
- Mentored new adjusters by sharing best practices and offering guidance on complex case management challenges.
- Maintained comprehensive documentation for each claim in the database system, improving overall organization and efficiency within the department.
- Consistently met or exceeded performance metrics for claims handling quality, productivity, and customer service.
- Managed diverse caseload of 300 personal injury, homeowner's property damage, employee and commerical claims.
Education
High School Diploma -
Thomas J. Corcoran
Syracuse, NYSkills
- Effective communication
- Professionalism and integrity
- Team leadership qualities
- Computer software proficiency
- Time management mastery
- Analytical problem solving
- Complex case management
- CPT and ICD 10 codes knowledge
- Medical terminology
Certification
State of Connecticut Casualty Adjuster License
Timeline
Senior Claims Adjuster
American Access Casualty
09.2022 - 10.2025
Senior Bodily Injury Claims Adjuster
Hanover Insurance
01.2011 - 09.2022
High School Diploma -
Thomas J. Corcoran
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