Darshea Gray
Atlanta,GA
Summary
Highly organized and detail-oriented professional with years of experience dedicated to improving efficiency, productivity and profitability in insurance. Excelled in roles requiring thorough investigations, risk assessment, and compliance ensuring efficient claims and underwriting processes. Skilled in fostering agent and customer relationships and driving quality improvement initiatives. Dedicated professional eager to create a brand built on resourcefulness, professionalism, and growth opportunities.
Overview
13
13
years of professional experience
Work History
Insurance Claims Specialist
State Farm
Dunwoody, USA
06.2023 - Current
- Conduct thorough investigations and review claims history to establish the validity of each claim to reduce claim processing errors and prevent potential policy concerns and fraud.
- Coordinate with contractors and vendors for prompt repair or replacement by collecting estimates, invoices, police reports and any documentation related to the claim.
- Collaborate with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Maintain a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
Personal Lines Underwriting Assistant
State Farm
Atlanta, USA
03.2021 - 06.2023
- Reviewed and processed new homeowner’s applications and provided additional support to Underwriters in determining customers eligibility and risk exposure.
- Updated applications by making policy changes such as customers names, addresses, adding discounts, while also providing premium breakdowns and manually calculating rates.
- Interacted and corresponded with other departments, and agents to determine coverages, liability exposures, deductibles while also adding endorsements, forms and cancellations letters.
- Verified documentation and pictures for accuracy and validity on issuing and declining polices.
- Effectively managed work direction trays while multi-taking in a fast-paced production environment.
Licensed Retention 2 Representative
State Farm
Atlanta, USA
02.2020 - 03.2021
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolved inquiries and complaints swiftly.
- Supported and educated customers about billing, payment processing, policies and procedures.
- Met customer call guidelines for service levels, while managing handle time and productivity.
Quality Assurance Representative
GreenSky Credit
Atlanta, USA
08.2017 - 02.2020
- Created and collaborated in implementation of incident reports, BBB complaints, risk assessments and actions taken.
- Monitored call recordings by acknowledging call verifications, compliance, and details were documented by comparing against customer specifications and adhering to company quality standards.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
- Worked closely with legal counsel to address any instances of non-compliance or potential violations promptly.
Business Lines Underwriting Assistant
State Farm
Atlanta, USA
03.2016 - 08.2017
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Managed a diverse caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Responded to agent requests via telephone and email and effectively answered questions and inquiries.
Quality Assurance Specialist
Aarons Corporate
Kennesaw, USA
05.2012 - 02.2016
- Enhanced call center quality by monitoring and evaluating customer interactions for compliance with company policies and procedures.
- Analyzed and identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.
Education
Bachelor of Science - Business Administration
Strayer University
Atlanta, GA12.2024
Associate of Arts - Business Administration
Strayer University
Atlanta, GA02.2023
High School Diploma -
Benjamin E. Mays High School
Atlanta, GA05.2007
Skills
- Payment and Investigation Escalations
- Agent and Customer Interactions
- Risk Assessment
- Secure Data Practices
- Compliance Auditing
- Reporting and Documentation
- Superior Interpersonal Skills
- Salesforce
- Microsoft Office
Accomplishments
- Inspired by ERG's, strategized new development plans as the WNET Ambassador
- Trained new members on policies, procedures, laws, and compliance guidelines within our Underwriting Escalations Distribution Team
- Claims Adjuster License – Multiple States
Obtained a claims adjuster license across various states, demonstrating proficiency in insurance claims processing and evaluation. - State Licensing – Multiple States
Successfully licensed in multiple states, meeting local regulatory requirements for insurance sales, claims and underwriting.
Timeline
Insurance Claims Specialist
State Farm
06.2023 - Current
Personal Lines Underwriting Assistant
State Farm
03.2021 - 06.2023
Licensed Retention 2 Representative
State Farm
02.2020 - 03.2021
Quality Assurance Representative
GreenSky Credit
08.2017 - 02.2020
Business Lines Underwriting Assistant
State Farm
03.2016 - 08.2017
Quality Assurance Specialist
Aarons Corporate
05.2012 - 02.2016
Bachelor of Science - Business Administration
Strayer University
Associate of Arts - Business Administration
Strayer University
High School Diploma -
Benjamin E. Mays High School
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