Erica Mall

Industry: Real Estate & Construction

• Developed and implemented claims processing strategies that improved accuracy and streamlined workflows
• Prepared reports for senior management, highlighting key performance indicators in claims handling.
• Managed high-exposure and complex claims, ensuring timely resolution and strict adherence to policy guidelines
• Drove process improvements that enhanced efficiency, consistency, and overall claims handling performance

Industry: Real Estate & Construction

• Led client meetings to review new property, auto, and general liability claims, providing clear guidance on coverage and next steps
• Acted as a client advocate throughout the claims lifecycle, coordinating with carriers and adjusters to help drive timely and fair resolutions
• Managed and presented quarterly claims review meetings, delivering detailed loss analysis and actionable recommendations to reduce future risk
• Prepared comprehensive loss reports and claim summaries, improving client visibility into trends and exposures
• Developed and implemented staff training materials, improving team understanding of claims processes and increasing consistency in client service

• Evaluated property damage claims to determine validity and settlement amounts
• Analyze business records for loss of business income
• Set timely, adequate reserves in compliance with the company philosophy

• Investigate homeowner losses and determine applicable coverage
• Complete simple to complex estimates on commercial properties
• Work with and coordinate a number of vendor services such as contractors, emergency repair, cleaning services and various replacement services
• Trained and supervised new employees

• Manage multiple direct repair shops to program standards
• Provide feedback and reporting to shops in assigned territory
• Problem solve vehicle repair issues and customer concerns
• Negotiate with shops for a favorable outcome for the customer and client

• Completed complex claim investigations surrounding losses involving fire, theft and vandalism
• Worked closely with fraud investigation department
• Negotiated and settled small to large dollar claims