Deanna Thompson
California,CA
Summary
Proven ability to plan, prioritize and utilize time management skills to effectively meet upcoming deadlines. Always looking at ways to increase knowledge and improve skills while providing effective quality care and ensuring a safe environment. Adept in legal contracts, program/project management, CRM programs, and construction bidding and negotiating. Property field claims adjuster, Auto claims adjuster, total loss claims adjuster
Overview
11
11
years of professional experience
1
1
Certification
Work History
Property Claims Adjuster
Renfroe
11.2022 - Current
- Managed all aspects of investigating activities on complex claims
- Supervise a staff of 10-15 team members
- Trained new claims adjusters on policies and procedures
- Analyzed, evaluated and processed insurance claims to determine coverage, liability and damages in accordance with policy terms and state regulations
- Identify subrogation and salvage opportunities and complete required referral timely
- Obtain facts to evaluate coverage, liability, medical necessity, mechanics and causation/damages
- Maintain quality claim files in accordance with appropriate best practices and claim handling file expectations
- Answering inbound calls and making outbound calls to customers within a fast paced, call center environment
- Supporting our customers through personalized, caring, and simple interactions
- Proactively investigating claims
- Responsible for first-line management of assigned Auto Claim personnel, which includes hiring, training, coaching, performance management and salary activities
- Leads team toward desired department and company goals
- Collaborate with underwriting partners on existing claims and trends to support business efforts and make presentations to both claim and underwriting management
- Managing counsel and experts to control expenses and working closely with counsel and experts to evaluate losses and reach cost effective claim resolutions
- Proven ability to analyze policies of insurance, legal documents, and the ability to write comprehensive Reservations of Rights and Disclaimer of coverage letters
- Excellent Xactimate estimating skills including Sketch, and the ability to prepare a $500k estimate
- Effective written and verbal communication skills
- Demonstrates the following leadership behaviors: Promote and maintain a relentless focus on the customer when making decisions, Candidly assess our environment and tackle challenges head-on, Inspire and energize people to understand and achieve common goals
Total Loss Claims Adjuster
1st Source Adjuster Firm
07.2019 - 11.2022
- Open and maintain customer accounts
- Resolve product or service problems
- Maintain financial accounts
- Recommend potential products or services
- Analyzing customer needs
- Build sustainable customer relationships
- Handle complaints, provide appropriate solutions
Customer Service Representative
Gexa Energy
11.2017 - 02.2019
- Tracks all open ticket requests
- Answers an average of 50 inbound customer service requests
- Provide advanced customer support
- Provides superior customer experience
- Supervises a staff of 10 to 15 team members
- Provides first call resolution to incoming customer inquiries, solving customer issues
Monitoring Center Supervisor
Securus Technologies
04.2014 - 08.2017
- Actively participates in coaching
- Handle high quantities of BI / PD claims daily (well versed)
- Work closely with policy holder
- Communicate clearly, professionally, and empathetically
- Ability to multi-task across technical platforms, take Accountability during catastrophe season
- Successfully defuse attorney and claimant issues
- Knowledgeable in TWIA claims (coastal)
- Knowledgeable in Flood claims process
- Very well versed in Insurance Terminology and Verbiage
- Analytical thinking skills are needed in order to properly evaluate complex claims
- Superior communication skills are essential for success in this role
- Ability to work autonomously and make critical decisions under minimal supervision
- A strong attention to detail is necessary as claims must be carefully reviewed for all proper documents and policies
- Solid writing skills are an asset as you will be responsible for creating claim reports
- Skill and experience with negotiations, including occasionally interactions with hostile individuals in emotionally charged setting
- Critical thinking and decision making
- Able to take recorded statements, interview parties
- Evaluate all data such as hospital bills
- Strong knowledge of all matters relating to property claims practices, policies, and procedures
- Negotiate settlements and authorize payments
- Investigated and closed countless claims
Education
Bachelor of Arts - Criminal Justice
Texas Southern University
Houston, TxSkills
- Performance coaching
- Motivational
- Athletic training and coaching
- Operational excellence
- Customer focus
- Customer service
- Problem-solving
- Multitasking
- Software Competency
- Claims investigation
- Excellent time management skills
- Excellent people skills
- Claims processing
- Insurance regulations
- Claims
- Claims adjustment
- Time management
Certification
- State Farm Auto
- State Farm Property
- TWIA
- California Fair Claims
- Cyber Security
- Certified Fire and Explosion Investigator (CFEI) – National Association of Fire Investigators, essential for those dealing with fire-related claims.
- Certified Professional Public Adjuster (CPPA) - National Association of Public Insurance Adjusters.
- Xactimate Certification Levels 1-3 – Xactware Solutions Inc., important software certification for property claim adjusters.
- Earthquake Damage Assessment Certification – Earthquake Engineering Research Institute, pertinent to adjusters working in earthquake-prone areas.
- Marine Surveyor Certification – National Association of Marine Surveyors or Society of Accredited Marine Surveyors, relevant for marine claims adjusters and investigators.
- 2ss certified
Timeline
Property Claims Adjuster
Renfroe
11.2022 - Current
Total Loss Claims Adjuster
1st Source Adjuster Firm
07.2019 - 11.2022
Customer Service Representative
Gexa Energy
11.2017 - 02.2019
Monitoring Center Supervisor
Securus Technologies
04.2014 - 08.2017
Bachelor of Arts - Criminal Justice
Texas Southern University
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