Donna Gray
Summary
Financial services and insurance operations professional with 5+ years of experience across property claims handling and fraud account investigation in high-volume environments. Skilled in risk evaluation, documentation compliance, customer resolution, and time-sensitive case management, with strong proficiency in Xactimate and multi-system navigation. Known for accuracy, urgency, and clear communication while driving cases from investigation through resolution.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Senior Property Claims Examiner
CSAA Insurance Group, a AAA Insurer
Las Vegas, NV
01.2024 - Current
- Manage a high-volume desk inventory of 40–70+ active residential property claims, driving files from first notice of loss through settlement while maintaining cycle-time urgency and customer communication
- Perform coverage and scope evaluation by reviewing policy details and claim documentation to ensure accurate, compliant decisions and audit-ready file notes.
- Create and negotiate settlement estimates using Xactimate, coordinating with contractors and vendors to validate scope, resolve disputes, and support timely, fair outcomes
Property Claims Adjuster
Allstate Insurance
Henderson, NV
10.2021 - 11.2023
- Handled 35–60+ active residential property claims in a fast-paced environment, managing claim progression, customer contact, and documentation from start to finish
- Evaluated coverage and validated damages by analyzing policy language, loss details, and supporting evidence to ensure accurate claim decisions
- Created estimates and supplements in Xactimate, negotiating scope and settlement outcomes while maintaining compliance standards and claim file quality
Fraud Account Specialist
Capital One
Las Vegas, NV
09.2019 - 10.2021
- Investigated 30–60+ fraud alerts daily, reviewing transactions and risk indicators to prevent financial loss
- Verified activity with customers and documented findings for compliant resolution
- Initiated restrictions/blocks and escalations on confirmed fraud to protect accounts and close cases quickly
Skills
- Claims & Risk Operations: Property Claims Handling Coverage Evaluation Claims Investigation Fraud Detection Risk Review
- Estimating & Resolution: Xactimate Estimates & Supplements Settlement Negotiation Dispute Resolution
- Service & Execution: High-Volume Case Management Phone Chat Support Customer Communication Escalations
- Compliance & Accuracy: Documentation & Compliance File Quality / Audit Readiness Attention to Detail
- Tools: Microsoft Excel Microsoft Word Outlook Multi-System Navigation
Certification
Notary Public - Nevada Secretary of State
Timeline
Senior Property Claims Examiner
CSAA Insurance Group, a AAA Insurer
01.2024 - Current
Property Claims Adjuster
Allstate Insurance
10.2021 - 11.2023
Fraud Account Specialist
Capital One
09.2019 - 10.2021