Denise Villa
Tucson,AZ
Summary
Results-driven professional with 8+ years in claims, customer service, and relationship management. Skilled in guiding customers through complex processes, communicating solutions, and analyzing information for informed recommendations. Proven expertise in customer advocacy, problem solving, and process improvement, with a focus on cross-functional collaboration.
Overview
1
1
Language
1
1
Certification
11
11
years of professional experience
Work History
CLAIMS GENERAL ASSOCIATE
PROGRESSIVE
07.2024 - Current
- Successfully handle an average of 96+ claims per month, ensuring timely and accurate resolutions while providing exceptional customer service.
- Evaluated total loss claims, coordinated salvage processes, and communicated settlement options to policyholders to ensure clear understanding and timely resolutions.
- Evaluated complex insurance claims to identify inconsistencies and resolve disputes.
- Identified potential subrogation and fraud indicators, referring cases for detailed analysis to mitigate risk and enhance claim integrity.
- Interview claimant and witnesses to gather pertinent information.
- Conducted thorough investigations by inspecting property damages, evaluating facts, and interpreting laws and regulations to determine liability and support fair claim outcomes.
INSURANCE SALES PRODUCER
ALLSTATE
01.2024 - 07.2024
- Consistently exceeded sales targets and quotas by fostering long-term client relationships and delivering tailored insurance solutions.
- Maintained a 90%+ customer retention rate through proactive communication and personalized policy recommendations.
- Demonstrated expertise in identifying client needs and effectively closing deals through strong negotiation and persuasion abilities.
- Utilized strong negotiation skills to effectively close deals, enhancing client satisfaction and trust.
- Achieved a 60% close rate by effectively engaging with qualified sales opportunities.
- Built strong client relationships, nurturing long-term partnerships and fostering loyalty through friendly, welcoming interactions.
REGIONAL CLAIMS COVERAGE UNDERWRITER
GEICO
01.2018 - 01.2023
- Investigated and analyzed 70 complex policies and claims to identify inconsistencies, validate coverage, and support accurate resolutions.
- Selected to handle more complex and escalated claims based on strong investigative performance and ability to evaluate challenging cases.
- Collaborated with SIU and claims teams to investigate potential fraudulent claims and provide supporting information for further review.
- Trained new employees on procedures and best practices, enhancing accuracy and consistency in claims processing.
- Developed departmental instruction manuals, offering clear guidance on underwriting procedures and processes to support team efficiency.
INSURANCE SPECIALIST
GEICO
01.2016 - 01.2018
- Converted 30%+ of qualified customer opportunities into additional policies.
- Maintained a 90%+ customer retention rate through proactive policy reviews and relationship management.
- Built customer relationships by identifying individual needs and recommending appropriate insurance products and coverage options.
- Educated customers on policies, coverage, premiums, and available solutions to support informed decision-making.
- Managed 80+ inbound calls daily on policy coverage, billing, claims, and customer inquiries to provide timely support and information.
Skills
- Client relationship management
- Client retention strategies
- Customer Success
- Consultative support
- Customer Education & Training
- Negotiation tactics
- Process Improvement
- Project & Task Management
- Cross-functional teamwork
- Microsoft Excel, Outlook & OneNote
- Written & Verbal Communication
- Conflict resolution
Languages
Spanish
Native/ Bilingual
Certification
- Property and Casualty Claims Adjuster
Timeline
CLAIMS GENERAL ASSOCIATE
PROGRESSIVE
07.2024 - Current
INSURANCE SALES PRODUCER
ALLSTATE
01.2024 - 07.2024
REGIONAL CLAIMS COVERAGE UNDERWRITER
GEICO
01.2018 - 01.2023
INSURANCE SPECIALIST
GEICO
01.2016 - 01.2018