Dorothy Walker
Park Rapids
Summary
Dynamic Auto Claims Adjuster at Allstate Insurance Co with expertise in claims analysis and customer relationship management. Successfully resolved complex claims while maintaining regulatory compliance, resulting in high customer satisfaction. Recognized for exceptional claims-handling skills, leading to a viral testimonial video on Indeed.com. Proficient in negotiation strategies and critical thinking to enhance operational efficiency.
Overview
12
12
years of professional experience
Work History
Auto Claims Adjuster
Allstate Insurance Co
09.2018 - Current
- Analyzed claims exposure and determined appropriate courses of action for settlements.
- Interacted with all parties involved in claims processes to ensure effective communication.
- Presented concise action plans for case resolution and addressed client inquiries.
- Processed claims in alignment with corporate policies and best practices, adhering to regulations.
- Complied with carrier reporting standards and maintained threshold requirements.
- Demonstrated complete knowledge of claim file processes through detailed presentations.
- Communicated effectively with clients to provide updates and clarify procedures.
- Executed ethical decision-making to enhance claims handling efficiency.
Claims Timekeeping Associate
Allstate Insurance Co
09.2018 - Current
- Established connections with customers through empathetic communication via Line of Business-specific email boxes to resolve timekeeping and PTO issues.
- Executed clerical tasks including data entry, timecard adjustments, and updating missing time, adhering to standard processes and policies.
- Managed Kronos and Workflow Hub for 15,000 claims employees, ensuring accurate payroll processing.
- Applied critical thinking to evaluate unique customer situations, determining optimal resolutions within company and state policies.
- Adapted daily strategies based on evolving business and customer needs to deliver timely responses and updates.
Unlicensed Customer Service Representative
Allstate Insurance
09.2018 - Current
- Managed incoming calls from Allstate customers to address policy inquiries and concerns.
- Utilized negotiation and empathy skills to resolve customer issues effectively.
- Updated policy information accurately using Salesforce software.
- Distributed policy documents, pages, and ID cards through text, email, and fax.
- Processed monthly payments from customers via phone transactions.
- Educated customers on features and advantages of Allstate Mobile App and DriveWise.
Customer Service Representative
TTECH Inc.
03.2017 - 09.2018
- Handled inbound calls regarding customers inquiries, policies changes, and concerns consistent with the company standards.
- Processed multiple insurance payments via phone.
- Handled administrative task such as emails, faxes and mail-outs.
- Effectively utilized numerous systems while maintaining excellent communication skills.
- Address and resolves customers complaints empathetically, professionally efficiently and quickly.
- Met or exceeded service and quality standards every review period.
Customer Service Representative
Synergy Solutions, Inc.
Bemidji
10.2015 - 05.2016
- Provided customer service on inbound calls.
- Provided strong communication skills including the demonstrated ability to speak, listen, and write effectively.
- Problem solving.
- Detail note taking.
- Communicating with the cooperate office on issue that was beyond my expertise.
Direct Marketing Service Representative
Activstyle Inc
Minneapolis
02.2014 - 08.2015
- Receiving inbound calls from prospects interested in ActivStyle products and services.
- Placing outbound calls to clients who have expressed interest via ActivStyle's direct marketing efforts.
- Building relationships with external as well as internal customers.
- Demonstrated empathy as well as maintain my role as a product specialist by assisting clients with product selection and quantities.
- Follow up with all potential prospects.
- Worked tirelessly to ensure customers received their supplies in a timely manner.
Education
Associate of Applied Science - Accounting
Northwest Technical College
Bemidji, MN01.2019
Certificate - Administrative Assisting
Northwest Technical College
Bemidji, MN01.2019
High School Diploma -
North Community High School
Minneapolis, MN01.2004
Skills
- Oral and written communication
- Claims analysis and handling
- Policy interpretation
- Risk assessment and mitigation
- Negotiation strategies
- Customer relationship management
- Timekeeping administration
- Data accuracy and reporting
- Conflict resolution
- Effective communication
- Detail orientation
- Claims investigations and documentation
- Multi-line phone operation
- Process improvement
- Insurance regulations knowledge
- Decision-making
- Analytical skills
- Compliance management
- Customer service orientation
- Team collaboration and leadership
- Persuasion techniques
- Adaptability in fast-paced environments
- Microsoft Office proficiency
Professional Highlights
I became employed at Allstate Insurance Co after being originally contracted through TTECH Inc.; I was converted to permanent employee after consistently exceeding performance metrics and delivering excellent customer service.
Once employed with Allstate I was promoted from part-time to full-time within four months due to strong efficiency, reliability, and ability to build positive relationships with internal and external customers. Over the 7 years of being employed with Allstate I have continually been promoted with in the company.
References
References available upon request.
Timeline
Auto Claims Adjuster
Allstate Insurance Co
09.2018 - Current
Claims Timekeeping Associate
Allstate Insurance Co
09.2018 - Current
Unlicensed Customer Service Representative
Allstate Insurance
09.2018 - Current
Customer Service Representative
TTECH Inc.
03.2017 - 09.2018
Customer Service Representative
Synergy Solutions, Inc.
10.2015 - 05.2016
Direct Marketing Service Representative
Activstyle Inc
02.2014 - 08.2015
Associate of Applied Science - Accounting
Northwest Technical College
Certificate - Administrative Assisting
Northwest Technical College
High School Diploma -
North Community High School
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