Dedicated to bringing resourcefulness and strong Quality Specialist background combined with exceptional customer service and organizational skills. Approaches each issue with analytical, level-headed approach to identify needs, resolve problems and maximize customer satisfaction. Hardworking and reliable Leader with strong ability in mentoring. Offering coaching and a clear direction in the goal. Highly organized, proactive and punctual with team-oriented mentality.
Hi, I’m
Deborah Thurman
Mentor/Christian Counselor/Claims Adjuster
Antioch,TN
Summary
Overview
16
years of professional experience
5
Certification
Work History
ProgressiveNashville, TN
Claims Adjuster
01.2022 - Current
Job overview
- Discovered occurrences of insurance fraud or criminal neglect to avoid workplace liability.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
- Provided guidance and support to new trainees on career and personal issues.
- Conducted one-on-one meetings with upper management to discuss their educational opportunities.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- A part of the ambassador program within the claims department to assist with new trainees.
Unum
Service Specialist/Liaison Coordinator
02.2012 - 12.2021
Job overview
- Analyze complex customer-facing issues and leverage subject matter expertise to drive resolution.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Partnered with management to conduct individual training needs analysis for required coaching and training.
- Aided workers with job improvement skills while developing alternative training methods.
TnachievesChattanooga, TN
Student Mentor
11.2015 - 05.2018
Job overview
- Supported students during transition into university life and residences with guidance and direction.
- Collaborated with peer mentoring program members to devise new methods to generate interest and participation.
- Presented individual college experiences to new students and families during orientation programs to promote engagement in campus initiatives.
- Planned service activities to promote community interaction.
- Counseled individuals to help overcome personal, social or behavioral problems affecting educational or vocational situations.
- Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
- Advised students on course selection according to their individual interests and abilities.
- Provided guidance on career exploration paths based upon individual aptitudes or interests.
- Instructed individuals in job search and application strategies, resume writing and interview skills.
- Researched college policies, procedures, regulations, and curriculum requirements.
Policy & Procedures - Unum
Policy & Procedure Representative
11.2010 - 02.2012
Job overview
- Research, analyze, design/redesign, established new and existing workflows, for process improvements.
- Communicated with partner areas to ensure their involvement in interdepartmental changes.
- Assisted administrative staff in developing and updating all simulated workplace policies and procedures.
- Conducted thorough research to further develop procedures and best practices for environmental management.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked cross-functionally to optimize efficiency and execute on HR business processes.
- Informed or trained management on interviewing, performance appraisals or documentation of performance issues.
- Conferred with management to develop or implement personnel policies or procedures.
- Consulted with internal clients to evaluate labor trends and competitor talent insights for pointed candidate selection.
Quality Specialist - UnumChattanooga , TN
Quality Specialist/Trainer
09.2007 - 11.2010
Job overview
- Researched, wrote, and edited content for department's web site.
- Prepared quality assurance reports and evaluated employees in their quality performances.
- Researched industry trends in order to stay up-to-date on changes impacting the field of training.
- Mentored new instructors on teaching strategies and standard procedures.
- Preserved brand integrity by monitoring consistency and quality of marketing content.
- Trained and led staff on proper Quality Analysis standards.
- Recommended improvements to systems and procedures for increased productivity.
- Evaluated effectiveness of training programs by collecting feedback from participants and making necessary modifications when needed.
- Advised learners on career paths that are suitable for their skillsets or interests.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Evaluated Services against quality requirements to maximize efficiency.
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Collaborated with subject matter experts to develop new training initiatives tailored to specific needs of organization.
Education
American InterContinental UniversityChicago, IL
MBA from Business Administration, Management
05.2021
University Overview
American InterContinental UniversitySchaumburg, IL
BBA from Specialization in Project Management
05.2020
University Overview
Skills
- Problem Solving
- Strong Communication
- Time Management
- Listening Abilities
- Decision Making
- Negotiation
- Team Collaboration
- Relationship Building
Certification
International Event Planning Certification
Project Management Training
Mentor Certification
Lean Six Sigma Certification (White Belt)
Inclusion and Diversity Training
Entrepreneur Program, Corner to Corner - 2022
Women in Leadership, Jakes Divinity - March, 2023
Timeline
Claims Adjuster
Progressive
01.2022 - Current
Student Mentor
Tnachieves
11.2015 - 05.2018
Service Specialist/Liaison Coordinator
Unum
02.2012 - 12.2021
Policy & Procedure Representative
Policy & Procedures - Unum
11.2010 - 02.2012
Quality Specialist/Trainer
Quality Specialist - Unum
09.2007 - 11.2010
American InterContinental University
MBA from Business Administration, Management
American InterContinental University
BBA from Specialization in Project Management
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