Kayla Hensiek

• Met and exceeded productivity targets by handling every interaction with top-notch customer service.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
• Negotiated and settled claims according to information presented through reports, research and data verification.

Responsibilities and Achievements

I am respsonsible for providing a detailed and accurate estimate to our members and claimants, completing supplements, open shop assignments, ia inspections. Customer service follow up phone calls, issuing payments, covering the entire US so that our members are taken care of. We have quick estimates that customers submit photos, we contact shops for photos and estimates to determine the damages on each and every claim.

• Reviewing adjusted/ independent Non-DRP claims with clients. Input auto damages into estimating software (CCC one) and order necessary parts for repair. Maintaining the relationships with multiple DRP. Follow through with repair as vehicle enters each repair stage. Coordinate rental and keep client up to speed via email, text messaging and phone calls as to status of repair. Furthermore contacting the insurance company liable for repairs with supplemental damages and securing guarantee of payment. Delivering vehicle back to owner and securing an above average customer service index rating at completion of repair. Following up with customers within 48 hour post-delivery phone call follow up

• Receive insurance leads for claims on vehicular damages. Greet and review claims process with clients. Input auto damages into estimating software (CCC one) and order necessary parts for repair. Follow through with repair as vehicle enters each repair stage. Order any additional parts or request any additional labor times necessary to repair vehicle back into pre-accident condition. Coordinate rental and keep client up to speed via email, text messaging and phone calls as to status of repair. Furthermore contacting the insurance company liable for repairs with supplemental damages and securing guarantee of payment. Delivering vehicle back to owner and securing an above average customer service index rating at completion of repair. The main contact on Volkswagen theft claim with the transportation company. Called and set up the tow to have vehicles brought to the shop, photos of damages, estimates written, and the setting up of the delivery weather it was back to the transportation lot of the another facility.
  Primary point of contact for major DRP accounts such as USAA, Travelers, Liberty Mutual and Nationwide. Able to utilize APU/ Parts Trader in order to locate most cost efficient parts for utilization in repairs.

• Receive insurance leads for claims on vehicular damages. Greet and review claims process with clients. Input auto damages into estimating software (CCC one) and order necessary parts for repair. Follow through with repair as vehicle enters each repair stage. Order any additional parts or request any additional labor times necessary to repair vehicle back into pre-accident condition. Coordinate rental and keep client up to speed via email, text messaging and phone calls as to status of repair. Furthermore contacting the insurance company liable for repairs with supplemental damages and securing guarantee of payment. Delivering vehicle back to owner and securing an above average customer service index rating at completion of repair. The main contact on Volkswagen theft claim with the transportation company. Called and set up the tow to have vehicles brought to the shop, photos of damages, estimates written, and the setting up of the delivery weather it was back to the transportation lot of the another facility.
  Primary point of contact for major DRP accounts such as USAA, Travelers, Liberty Mutual and Nationwide and Geico ARX. Geico awarded me the top shop of ARX two quarters in a row! For excellent customer service, cycle time and great quality of repairs. Able to utilize APU/ Parts Trader in order to locate most cost efficient parts for utilization in repairs.
  I started the industry back in August of 2004 as the front desk receptionist answering phones, greeting customers, having the proper paperwork filled out. I then started learning how to plug NON-DRP estimates and supplements and learned my way to contacting and updating customers. I then went and stepped into part department first as a helper and then I wanted to achieve greater goals so I had my own parts department at Caliber Collision in Corinth. I then took a chance and decided to try my hand at service advisor and I then fell into a role that I have loved and achieved many great accomplishments with over the years. I have ran any and all DRP programs from Allstate, Nationwide, Liberty Mutual, Statefarm, Farmers, and USAA and everything in between.