Donielle Ross

• Managed media relations and campaigns to address public communications in crisis situations.
• Built and strengthened relationships with members of media in order to promote positive coverage.
• Oversaw social media presence and aligned posts to include branding and trending ideas.
• Taught in-house employees strategies for successful internal and external communications.
• Generated 25% in sales through effective networking and marketing strategies to grow new business and increase productivity

• Auto Property Damage – Total Loss
• Prepared summaries of damage, payments and policy coverage.
• Verified insurance claims and determined fair amount for settlement.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
• Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
• Investigated claims involving potential and suspected fraudulent activities.
• Documented all investigation activity and presented reports to management.
• Systems: CCC/Lumen/Navigator/Copart
• Handled 50 calls per day to address customer inquiries and concerns

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Reduced average call time 10% with optimal call control and proper use of internal knowledge bases

• Followed up with customers on unresolved issues.
• Evaluated accuracy and quality of data entered into agency management system.
• Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
• Analyzed information gathered by investigations to report findings and recommendations.
• Managed over 1000+ policies on book of business
• Increased sales by 15% from previous year

• Outside Sales
• Work since 2008 consists of managing insurance and attorney offices, assisting teams’ w/ organization and time management
• Managed books of business w/ over 1000 policies
• Dealt with crisis management and preemptive planning when it comes to organization’s mission and handling customer escalations
• Pride in ability to learn systems and troubleshoot, including training others.

Communication/Graphic Design

Insurance Producer License – 2013 – 18 States {Property/Casualty/Life/Health}

Independent Adjuster License - 2021 - 15 States

NPN: 17114141