Summary
Overview
Work History
Education
Skills
Community Service
Qualifications Summary
Timeline
Generic

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, WA

Skills

  • 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
Dianna Jones