Danielle Karr

• Currently leads a team of 13 Customer Care Representatives responsible for handling First Notice of Loss for auto accident claims; ensuring efficient and empathetic initial member interactions
• Provide consistent coaching and performance feedback to team members through regular 1 on 1 meetings and call monitoring.
• Conduct thorough call audits to ensure adherence to quality standards, identify opportunities to improve call behaviors, compliance regulations and to maximize member satisfaction
• Leads team huddles and meetings to ensure employees are up to date on latest updates within the department and any new expectations
• Collaborate with Learning & Development and Business Process Owners to review process and any room for improvement for future classes
• Complete interviews to ensure the Care Center is hiring the best employees for our members.
• Co-lead the Culture Club to support morale and create a positive workplace culture. Coordinate events and delegate responsibility to CCRs for set up, take down and advertisement of upcoming events. Collaborate with workforce management to ensure capacity and availability, as we have both auto and property CCRs in the culture club.
• Leader schedule POC- creates the weekly schedule and reviews request from managers for PTO/Shift swaps as we work evenings and weekends

• Managed complex property claims, ensuring thorough investigation and accurate assessment of damages.
• Evaluated repair estimates using industry-standard software to determine claim validity and coverage issues.
• Collaborated with policyholders and vendors to facilitate timely claim resolutions and customer satisfaction.
• Led surge projects and served as their L4A
• Served as a mentor to Associate Property Adjusters, sharing expertise as a SME in Xactimate for estimate review and creation
• Served as a SME and facilitator for ClaimsX and desk adjusting processes as well as a coach for Upskill classes
• Pulse Champion for multiple Senior Property Adjuster and Property Adjuster Specialist teams, working directly with the Pulse Directors and EMG to support and encourage feedback from adjusters.

• Evaluated property damage claims to determine coverage and settlement amounts.
• Collaborated with policyholders and vendors to gather necessary documentation for claims processing.
• Provided timely updates to clients regarding claim status and resolution processes.
• Achieved timely resolution of property claims by investigating, evaluating, and settling a variety of cases while still achieving and exceeding expectations
• Led surge projects and served as L4A
• Served as a SME and facilitator for ClaimsX and desk adjusting processes, as well as a coach for Upskill
• Mentored Associate Property Adjusters and served as a SME in Xactimate for estimate review and creation.

- Handled inbound calls from members to establish a first notice of loss for personal property or property damage.

- Reviewed coverages and set services as applicable for water mitigation, emergency board up services, tree removal

- Handled minor dwelling and other structures claims for our members by issuing payment or advising coverages to provide direction for the member

- Assisted CAT teams with overflow calls and completed FNOLs for members impacted by a catastrophe. Provided coverage and payments where applicable for food spoilage and power surge damages

- Handled personal property claims for jewelry, specialty items, and unscheduled personal property

- Collaborated with CRS to handle the jewelry and specialty item losses

- Created inventory lists and settlements for senior adjusters on large losses

- Issued settlements, created letters, and advised member of the claim closure