Dianna Jones
Dallas,TX
Summary
- 12+ years of delivering a superior customer service experience to external and internal customers in a call center and face to face environments.
- Skilled in assessing client needs, providing solutions, and conflict resolutions.
- Highly adept at establishing and maintaining effective working relationships with customers, coworkers and management staff.
- Thorough competence in researching and responding to moderately complex customer communications, concerns, conflicts, or issues, and providing satisfactory outcomes.
- Experienced with working with economically, racially, and ethnically diverse customers and coworkers, including but not limited to the immigrant, elderly, and physically disabled communities.
- Proven ability to meet and/or exceed performance evaluation metrics.
- Thorough awareness of the importance of collecting, maintaining, and safeguard sensitive data, including customer's addresses, vital statistics information, and financial data.
Overview
5
5
years of professional experience
Work History
Licensed Claims Adjuster
Allstate Insurance
Irving, TX
08.2014 - 04.2017
- Answer high volume of incoming calls
- De-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
- Greet any customers that come into the claim's office
- Responsible for managing a steady volume of new claims involving property, auto liability claims
- Provide accurate information about our claims and policies
- Collect and safeguard sensitive data
- Makes and maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
- Research and respond to basic to complex customer communications, concerns, conflicts or issues
- Establish an investigative plan to settle claim; initiate investigation by gathering facts and evidence with all interested parties; complete appropriate reports; take recorded statements when necessary; and review loss reserves and adjust or open hidden exposures as necessary
- Summarizes documents and enters claim system notes
- Documents claim file with notes, evaluations and decision-making process
- Determines and explain coverage limits in moderately complex claims involving single or multiple claimants Sets initial reserve, updates reserve, documents rationale and claim summary notes
- Obtains photos and/or conducts accident scene investigation
- Take recorded statements from claimants, insureds, witnesses, medical providers, etc., conducts investigations into routine to complex auto accidents, determines liability, and prepares summaries
- Determines claim value
- Negotiates and settles claims in accordance with business unit best practices
- Reviews claim to ascertain if it should be escalated to a medical unit for settlement evaluation
- Identifies opportunities to improve processes and demonstrates the initiative in making changes
- Set expectations with customers on when updates on their claim status will be provided
- Provides contacts for temporary resources such as rental cars locations and or tow trucks to assist callers
- Spearhead daily huddle meetings and communicate the departmental meeting information to staff
- Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines the appropriate course of action
- Meet and/or exceed performance evaluation metrics
- Obtain and maintain all, state and local licenses and certification
Subrogation Claims Specialist
Allstate Insurance
Irving, TX
12.2011 - 08.2014
- Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with compassion; and follows up to ensure that customer needs have been met
- Manages inbound and outbound calls
- Collaborate in team problem solving discussions
- Performs clerical duties, including data entry, filing paper documents, email, calendar management, and word processing
- Handles claim files, which includes locating and requesting files, filing paperwork, reconstructing missing files, forwarding files to other offices, etc
- Retrieves, prints and faxes, or mails supporting documentation to vendors or others as directed
- Provides back-up for any support functions in the office
- Connects with customers or other claim related third parties to obtain and/or provide necessary file information to align with quality and process standards
- Generates and sends appropriate forms to insured/claimant for completion
- Processing claims payments
- Completes all required forms, logs documents into the system, and routes them to the appropriate parties
- Participates in or assists in training new or less experienced employees and demonstrates work processes for shared success
- Takes ownership of pending claims, analyzes documentation and settles basic, straightforward, and routine claims efficiently and effectively
Education
High School Diploma -
Stadium High
Tacoma, WASkills
- Self Starter
- Problem Solver
- Passionate
- Planning and Organizing
- Communicator
- Attention to Detail
- Learning and Development in in of
- Time Mgt
Community Service
09/01/17, current, Volunteer, Cornerstone Homeless Kitchen/ Serve Food Clean up Stock Pre for next day., Cornerstone Baptist Church After School Program/Help Children with School Work, Feed., Our Calling Food Kitchen/ Serving the Homeless Clean up Kitchen., Cornerstone Baptist Church/ Serve Food Clean up Stock Pre for next day.
Qualifications Summary
- 12+ years of delivering a superior customer service experience to external and internal customers in a call center and face to face environments.
- Skilled in assessing client needs, providing solutions, and conflict resolutions.
- Highly adept at establishing and maintaining effective working relationships with customers, coworkers and management staff.
- Thorough competence in researching and responding to moderately complex customer communications, concerns, conflicts, or issues, and providing satisfactory outcomes.
- Experienced with working with economically, racially, and ethnically diverse customers and coworkers, including but not limited to the immigrant, elderly, and physically disabled communities.
- Proven ability to meet and/or exceed performance evaluation metrics.
- Thorough awareness of the importance of collecting, maintaining, and safeguard sensitive data, including customer's addresses, vital statistics information, and financial data.
Timeline
Licensed Claims Adjuster
Allstate Insurance
08.2014 - 04.2017
Subrogation Claims Specialist
Allstate Insurance
12.2011 - 08.2014
High School Diploma -
Stadium High