Ebony Hunter
Smyrna,GA
Summary
Experienced team player successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering 19 years of experience and willingness to take on any challenge.
Overview
16
16
years of professional experience
Work History
Injury Claim Specialist
State Farm Insurance
01.2023 - Current
- Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
- Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
- Negotiated favorable settlements with policyholders and third-party representatives, minimizing financial losses for the company.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
- Evaluated medical records as part of injury claim assessments, ensuring an accurate understanding of treatment costs and recovery timelines.
- Participated in ongoing professional development courses to stay updated on best practices within the industry.
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
Client Service Assistant
Sterling Seacrest Pritchard
10.2019 - 01.2023
- Developed strong relationships with clients, resulting in increased trust and long-term business partnerships.
- Collaborated with internal teams to ensure seamless service delivery to clients.
- Proactively identified potential challenges in servicing clients'' needs, working closely with management to implement preemptive measures.
- Assisted in preparing comprehensive reports for clients, ensuring clear presentation of data and findings.
- Participated in team meetings and contributed valuable insights for process improvements, leading to enhanced client experience.
- Assumed responsibility for updating client databases with accurate information, allowing the organization to better analyze trends and tailor its services accordingly.
Injury Claim Specialist
State Farm Insurance
07.2016 - 10.2019
- Reduced claim processing time by implementing efficient workflow procedures and organization systems.
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Collaborated with legal counsel to make organizational claims decisions aligning with governing laws.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Provided exceptional customer service by promptly addressing inquiries from policyholders, agents, and other stakeholders regarding the status of their claims.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
Workforce Management Analyst
State Farm Insurance
08.2015 - 07.2016
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Total Loss Claim Representative
State Farm Insurance
10.2010 - 08.2015
- Decreased claim processing time by streamlining workflows and implementing efficient task prioritization.
- Collaborated with appraisers to accurately determine vehicle values, ensuring fair compensation for clients.
- Provided exceptional customer service while guiding policyholders through the total loss process, resulting in positive feedback from clients.
- Developed relationships with vendors, such as tow operators and salvage yards, to improve efficiency in managing totaled vehicles.
- Assisted in training new team members on best practices for handling total loss claims, fostering a knowledgeable and efficient workforce.
- Collaborated with colleagues across departments when necessary to expedite claim processing times and ensure client satisfaction.
Support Center Representative
State Farm Insurance
09.2007 - 10.2010
- Maintained a high first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge.
- Collaborated with team members to ensure consistent, high-quality support for all callers.
- Developed expertise in various software applications and hardware devices to address diverse customer needs effectively.
- Proactively identified trends in customer issues, enabling faster resolution times and improved overall performance.
- Effectively communicated complex technical information to non-technical users both verbally and in writing.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Bachelor of Science -
University of Phoenix
Atlanta, GAHigh School Diploma -
St. Florian High School
Hamtramck, MI12.1998
Skills
- Decision Making
- Adaptability
- Customer Service
- Claims Analysis
- Insurance Knowledge
- Teamwork and Collaboration
Timeline
Injury Claim Specialist
State Farm Insurance
01.2023 - Current
Client Service Assistant
Sterling Seacrest Pritchard
10.2019 - 01.2023
Injury Claim Specialist
State Farm Insurance
07.2016 - 10.2019
Workforce Management Analyst
State Farm Insurance
08.2015 - 07.2016
Total Loss Claim Representative
State Farm Insurance
10.2010 - 08.2015
Support Center Representative
State Farm Insurance
09.2007 - 10.2010
Bachelor of Science -
University of Phoenix
High School Diploma -
St. Florian High School
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