DESIREE RAY
Claims Supervisor
Dallas,Texas
Summary
Bodily Injury Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Blends strategic planning and leadership strengths to establish top-performing claim teams. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws. Highly organized and efficient in a fast-paced environment, communicating effectively at all organizational levels, with clients and stakeholders. Thinks critically, solve problems, and delivers excellent customer service.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Bodily Injury Claims Supervisor
GEICO
09.2014 - 10.2023
- Led a team in liability/coverage/personal injury investigations while being able to recognize fraud indicators
- Oversaw proficiency, legal and regulatory compliance by performing file audits, call audits and calibrations
- Monitored negotiation skills and provided coaching to expedite the settlement of claims
- Coached/developed team through side-by-side observations, role-plays and on the job training, as well as on-boarding of new team members
- Coordinated and led settlement conferences with high level attorney firms
- Collaborated with peer supervisors to execute yearly department goals
- Mentored/developed new hire adjusters in the manager development program
- Provided file authority to adjusters and set reserves.
Liability and Personal Injury Claims Supervisor
GEICO
08.2011 - 08.2014
- Oversaw the handling of first party medical coverage for our policyholders, PIP/Med Pay
- Coached/developed a team of adjusters
- Mentored/developed new hire associates in the manager development program
- Audited claim files/inbound calls for legal and regulatory compliance
- Monitored and guided liability/coverage/personal injury investigations for the team.
Claims Call Center Supervisor
GEICO
01.2008 - 07.2011
- Supervised and developed a team of adjusters who took loss reports and handled basic auto claims in a call center environment
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Litigation Examiner
GEICO
01.2007 - 01.2008
- Responsible for investigating, developing, and resolving bodily injury claims with serious injuries and lawsuits
- Coordinated the referral of lawsuits to defense counsel while maintaining direction and control of the defense to resolution of the claim.
Bodily Injury Claims Adjuster
GEICO
06.2005 - 01.2007
- Responsible for investigating, developing, and resolving escalating degrees of severity claims with regards to personal auto claims prior to litigation
- Negotiated with claimants and/or their attorneys to settle 3rd party bodily injury claims
- Completed complex coverage and liability investigations.
Liability and Personal Injury Claims Adjuster
GEICO
01.2004 - 05.2005
- Handled first party medical coverage for our policyholders, PIP/Med Pay
- Responsible for investigating, developing, and resolving escalating degrees of severity claims with regards to personal auto claims
- Completed complex coverage and liability investigations.
Lab Assistant III-PRN
Presbyterian Hospital of Dallas
08.2003 - 01.2004
- Assisted with ordering supplies and equipment, calibrating instruments and preventive maintenance
- Logged samples correctly into computerized tracking system
- Collaborated with lab staff on special projects.
Billing Director
Child Care Circuit
01.1993 - 07.2003
- Administrative Manager for childcare reimbursement methods of a $45 million annual department budget
- Directed/managed billing for the State Office for Childcare Services serving over 7K children statewide
- Managed, motivated and guided staff of nine to meet strict deadlines and produce accurate output
- Administrative manager for childcare providers (over 1K providers)
- Training, including implementing manuals, procedures and guidelines.
Education
Bachelor in Human Services -
Springfield College
Manchester, New Hampshire05.2003
Associate in Computer Science -
Newbury College
Boston, Massachusetts05.1986
Skills
- Casualty insurance
- Loss reserving
- Corrective action
- Problem solving
- Leadership
- Analytical skills
- Regulatory compliance
- Performance Management
- Claims Investigation and Research
- Risk Management
- Negotiation
- Staff Management
- Fraud Prevention
- PIP
- Billing Process
- Bilingual in Spanish
Certification
- Lean Six Sigma Yellow Belt, GEICO- February 2011
- Auto Claims Specialist, American Educational Institute - January 2008
- Legal Principles Claims Specialist, American Educational Institute - October 2006
- SM18 and SM19, GEICO
Timeline
Bodily Injury Claims Supervisor
GEICO
09.2014 - 10.2023
Liability and Personal Injury Claims Supervisor
GEICO
08.2011 - 08.2014
Claims Call Center Supervisor
GEICO
01.2008 - 07.2011
Litigation Examiner
GEICO
01.2007 - 01.2008
Bodily Injury Claims Adjuster
GEICO
06.2005 - 01.2007
Liability and Personal Injury Claims Adjuster
GEICO
01.2004 - 05.2005
Lab Assistant III-PRN
Presbyterian Hospital of Dallas
08.2003 - 01.2004
Billing Director
Child Care Circuit
01.1993 - 07.2003
Bachelor in Human Services -
Springfield College
Associate in Computer Science -
Newbury College