Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Education
Interests
Timeline
Generic

De'Aurdrea Franczak

Brandon,FL

Summary

Results-driven professional with a comprehensive background in diverse roles. Enhances operational workflows and contributes to cross-functional team success. Possesses strong focus on team collaboration and adaptability to changing needs. Skilled in project management, problem-solving, and effective communication. Achieves results and fosters a reliable work environment.

Overview

17
17
years of professional experience

Work History

Commercial Lines Claim Generalist Senior

Progressive Casualty Insurance
11.2014 - Current
    • Provides claims litigation expertise and manages outside counsel through the litigation process including; selection of experts, preparation of critical depositions, mediation, arbitration or trial on high exposure commercial specific claims and execution of claims payment
    • Utilizes expert knowledge of state regulatory and statutory requirements for a multi-state region
    • Holistically manages dispute resolution situations with an advanced level of skill regarding extra-contractual damages
    • Maintains direct control over counsel through litigation process as well as directs experts in other disciplines (scene reconstruction, civil engineering, forensics, biomechanics, etc.)
    • Properly prioritizes and evaluates claims with focus on mitigation of risk; regularly presents at round tables, provides recommendations to senior decision-makers for settlement and reserving on the highest complexity files
    • May conduct negotiations including meditations, arbitration and trials
    • Determines the cost of treatment or compensation for injury/casualty situations, business interruption, and discerns merits of the case
    • (Determines lost wages, employee injuries, workers comp)
    • Pursues early settlement opportunities with injured person via phone or in-person
    • Interviews, collects and documents information from customers, agents, witnesses, police reports, doctor's records etc
    • Negotiates with customers and claimant carriers when claims cannot be settled in full
    • Developed strong customer relationships through attentive listening and prompt resolution of concerns.
    • Kept work areas clean and neat to promote efficient operations.
    • Provided exceptional service to clients, resulting in increased retention rates and positive feedback.
    • Delivered high-quality work consistently, exceeding performance objectives regularly.
    • Established key performance indicators for the department, monitoring progress towards targets regularly.
    • Trained new team members effectively, increasing overall team efficiency.
    • Collaborated with cross-functional teams to drive project completion on time and under budget.
    • Managed multiple priorities successfully, meeting tight deadlines without sacrificing quality of work.
    • Implemented cost reduction strategies, resulting in significant savings for the department.
    • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
    • Collected, arranged, and input information into database system.

Criminal Justice Information Technician

Florida Department of Corrections
01.2011 - 10.2014
  • Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources
  • Maintains files and control records to show status of action in processing correspondence
  • Developed comprehensive user guides empowering staff selfsufficiency
  • Configured network devices such as switches, routers, firewalls resulting in enhanced connectivity and security.
  • Maintains various databases
  • Coordinates legislative work
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Developed custom applications to meet specific business needs, increasing productivity and workflow efficiency.
  • Interprets administrative and operating policies and procedures
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Providing information to supervisors, fellow workers, and subordinates
  • Removes or destroys out dated materials in accordance with file maintenance schedules or legal requirements
  • Installed and configured operating systems and applications.
  • Scans or read incoming materials to determine filing order of location
  • Authorizes or documents materials movement, using logbook or computer and traces missing files
  • Checks completed work for spelling, grammar, punctuation, and format
  • Managed cross-functional teams for complex technology projects, ensuring timely delivery within budget constraints.

Behavioral Health Clinic

Acts/ Department of Juvenile Justice
04.2009 - 12.2010
  • Documented client progress through maintaining detailed case notes in compliance with agency guidelines and legal requirements.
  • Maintained up-to-date knowledge of best practices in behavioral health through attending workshops, trainings, and conferences.
  • Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
  • Advocated for client needs within the larger healthcare system while navigating complex insurance processes to secure coverage for necessary treatments.
  • Notes and maintains records of patients' activities, such as vital signs, eating habits, and daily behavior
  • Observes individual's behavior, in group interactions, or other situations to detect indications of mental deficiency, abnormal behavior or maladjustment
  • Enhanced client satisfaction through providing compassionate care and fostering strong therapeutic relationships.
  • Assists clients to gain insight, define goals, and plan action to achieve effective personal, social, educational, and vocational development and adjustment
  • Admits new clients, insuring proper documentation is accomplished and that rules are explained
  • Answers phones and carries out other administrative support tasks as assigned
  • Interprets client handbook for clients as needed
  • Applies applicable rules and regulations to clients
  • Performs supportive, psycho-educational and recreational groups and complete documentation for same
  • Documents individual contacts and program required documentation including daily case notes, incident and injury reports and grievances
  • Builds new case files and breaks down discharged client case files
  • Participates in the agency's Quality Improvement Program
  • Providing information to supervisors, fellow workers, and subordinates
  • Communicating effectively with others in writing as indicated by the needs of the audience
  • Prepared reports to summarize clients' mental health status and treatment progress.
  • Supported clients by representing needs and advocating for patient rights in healthcare, legal and community-based settings.

Post Office Mail Clerk

United States Postal Service, USPS
10.2007 - 03.2009
  • Enhanced mail sorting efficiency by implementing an effective system of categorization and distribution.
  • Earned recognition for consistently meeting or exceeding performance benchmarks in terms of mail processing volume and accuracy.
  • Maintained accurate records of incoming and outgoing mail, facilitating tracking and resolution of customer inquiries.
  • Assisted customers at the service counter by providing guidance on postage rates, mailing options, and packaging requirements.
  • Reduced delivery errors by diligently cross-referencing mailing addresses with postal codes.
  • Ensured timely dispatch of outgoing mail through close coordination with transportation services.
  • Collaborated effectively with fellow team members to sustain high levels of productivity during peak hours or staff shortages.
  • Enhanced the overall customer experience by offering knowledgeable assistance on various postal services and products.
  • Expedited mail delivery to local businesses through the establishment of strong relationships and efficient routes.
  • Contributed to cost-saving initiatives by identifying opportunities for improved resource allocation within the department''s budget constraints.
  • Increased customer satisfaction ratings through diligent attention to detail in handling sensitive or fragile packages.
  • Streamlined package processing by employing a systematic approach to weighing, labeling, and routing parcels.
  • Spearheaded efforts to update employee training materials, resulting in more efficient onboarding processes for new hires.
  • Prioritized urgent or time-sensitive deliveries without compromising overall efficiency or accuracy across regular tasks.
  • Managed inventory of mailing supplies, ensuring adequate stock levels for uninterrupted operations.
  • Augmented positive workplace culture through active participation in team-building activities fostering camaraderie among colleagues.
  • Upheld strict adherence to USPS regulations in all aspects of mail handling and processing procedures.
  • Improved workplace safety by conducting regular equipment checks and maintaining clean workspaces free from hazards.
  • Provided exceptional customer service by resolving issues promptly and addressing concerns with empathy and professionalism.
  • Upsold postal services like insurance and tracking.
  • Monitored performance of junior team members and offered support.
  • Assisted with implementing new mailroom systems and training staff to improve operations.

Education

B.S. - Management and Organizational Leadership

St Petersburg College
St Petersburg, Florida
07.2015

Associates - Liberal Arts

Hillsborough Community College
Tampa, FL
12.2010

Skills

  • Organizational Skills for Documentation
  • Calendar Management
  • Sales Strategy Development
  • Time Management
  • Team Leadership
  • Analytical Problem-Solving
  • Advanced Microsoft Office Skills
  • Strategic Work Organization
  • Customer Engagement Strategies
  • Collaborative Product Development
  • Effective Practices Implementation
  • Customer Retention Initiatives

Accomplishments

  • Recognized as " Customer Service Employee of the Month" for six consecutive months.
  • Reduced average call handling time by 25% while maintaining high customer satisfaction.
  • Achieved a 98% first-call resolution rate, reducing follow-up calls.
  • Upsold additional product/services contributing to a 15% increase in revenue
  • Created a customer service script that improved resolution by 20%
  • Developed a training program for new hires, reducing onboarding time by 50%

Additional Education

  • 08/13, St Petersburg College, Bachelors Degree, Public Policy and Administration
  • 01/09, Hillsborough Community College, 2 Years of College or a Technical or Vocational School, Liberal Arts

Interests

  • Personal Development and Self-Improvement
  • Volunteering at community kitchens and food-related charities
  • Participating in fundraising events to support local charities, schools, or community projects
  • Offering time and support to shelters for the homeless, women, and animals
  • Animal Welfare Advocacy
  • I enjoy cooking for friends and family gatherings
  • I have a passion for photography and editing photos
  • Road Trips

Timeline

Commercial Lines Claim Generalist Senior

Progressive Casualty Insurance
11.2014 - Current

Criminal Justice Information Technician

Florida Department of Corrections
01.2011 - 10.2014

Behavioral Health Clinic

Acts/ Department of Juvenile Justice
04.2009 - 12.2010

Post Office Mail Clerk

United States Postal Service, USPS
10.2007 - 03.2009

B.S. - Management and Organizational Leadership

St Petersburg College

Associates - Liberal Arts

Hillsborough Community College

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De'Aurdrea Franczak