Ambitious insurance professional with a thorough understanding of preparing insurance claims with 7-year career assessing properties, determining liabilities, and negotiating settlements, training new employees and managing teams. Determined and proactive with excellent abilities in multitasking and problem-solving. Efficiently handle high case volumes with accuracy and care. Current and active licenses are FL (W459907) and TX (2354324). I have the capability to obtain additional licenses if required.
Hi, I’m
Eshuana Terrell
Claim Adjuster/Trainer/Team
Ruskin,FL
Summary
Overview
11
years of professional experience
Work History
Administrative StrategiesRuskin, FL
File Examiner/Trainer/Team Leader
06.2019 - Current
Job overview
- Review files for travel insurance claims
- Ensure coverage and eligibility met to approve payments
- Provide excellent customer service
- Electronically enter payment on submitted documents to be reviewed for claim settlement review
- Ensure compliance standards were met for all claims
- Confer with insures by telephone or via email in order to provide information or request information on settling claims.
- Input claim information and payments into company database.
- Reviewed and evaluated insurance claims for coverage, accuracy, completeness and compliance with company standards.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Negotiated settlements within prescribed authority limits.
- Discussed current cases and issues in claim committee meetings.
- Developed and delivered training programs to support the claims process.
- Maintained records of employee attendance at training events and tracked completion rates.
- Devised programs to develop executive potential among employees in lower-level positions.
- Created and offered additional materials to enhance training.
- Tracked progress of each claim to ensure it was handled in a timely manner.
- Assessed individual employee performance on a regular basis using established criteria.
- Recruited new staff members when required, conducting interviews and making offers of employment.
- Provided guidance, support and mentoring to junior staff members.
- Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
- Monitored team's performance against set targets and objectives, providing feedback as needed.
- Resolved escalated complaints from customers in an efficient manner.
Southwest Adjusters of TexasDurham, NC
Property Desk Adjuster
10.2018 - 06.2019
Job overview
- Reviewed files and endorsements to ensure coverage and eligibility met to approve payment
- Handled Large Loss Residential Claims using Guide Wire the program
- Electronically entered payments on submitted documents and photos to be reviewed for claim settlement review
- Provided courteous customer care
- Entered information on submitted claims to ensure the timely progression of claim determination and eligibility
- Ensured compliance standards were met for all claims
- Submitted file for payment after all documentation submitted and attached to file.
- Investigated properties, classified damages and created estimates outlining repair costs.
- Investigated and analyzed property damage claims to determine coverage, liability, and damages.
- Negotiated settlements with claimants while adhering to company standards and procedures.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
JPR Group - Progressive InsuranceSt. Petersburg, FL
Insurance Claims Specialist
06.2018 - 09.2018
Job overview
- Confer with insures by telephone or via email to provide information about the claims process
- Assist insures with filing a FNOL
- Obtain details of the incident for the claim to assist the claims adjuster
- Make arrangements for mitigation for fire, smoke, theft or water if needed
- Document all pertinent comments relating to a risk each time it is handled.
- Provided customer service to clients regarding their insurance claims inquiries.
- Assisted customers with the completion of forms related to their insurance policies or claims process.
- Utilized various software programs such as Microsoft Office Suiteand specialized applications used by the organization.
- Performed administrative duties such as filing documents related to customer interactions or updating databases with pertinent information.
Administrative StrategiesOverland Park, KS
Claims Adjuster
09.2017 - 04.2018
Job overview
- Working with WYO & DSA FEMA files while ensuring all NFS & NFIP guidelines, regulations procedures and requirements were met
- Handled Large Loss Residential Claims using XactAnalysis, Flood Connect, Claims Xchange
- Review insurance claims to determine payments and settlements have been made in accordance with company policy
- Ensured compliance standards were met for all claims
- Contact claimants to explain process, field adjuster information & how to start mitigating damages
- Report over-payment, underpayments, and other irregularities
- Electronically paid estimates based on the findings and flood policy.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Determined reserves for each claim based on estimated costs of settlement or defense.
LabelValue.comTampa, FL
Customer Service Manager
02.2015 - 08.2017
Job overview
- Managed team of 6 Customer Service Representatives
- Assisted customers effectively by solving customer disputes
- Provided courteous customer care
- Monitored staff calls for quality assurance purposes
- Assisted the shipping department with mailing customers' orders when short staffed
- Packed and unpacked online products when delivered when short staffed.
- Provided exceptional customer service to ensure customer satisfaction.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Recruited and trained new employees to meet job requirements.
- Monitored staff performance to ensure adherence to customer service standards.
General DynamicsPanama City, FL
Customer Service Team Leader
01.2013 - 02.2015
Job overview
- Ensured that rules of conduct were adhered to during each call
- Assisted consumers in filling out applications for the Affordable Care Act
- Gave detail information about the different health insurance policies
- Applied Tax credits when applicable
- Provided courteous customer care
- Found Assister and Navigators to provide in-depth insight and solutions for complex circumstances.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Managed day-to-day operations within the call center environment.
- Provided coaching and guidance to call center team members on customer service skills.
- Resolved escalated customer inquiries in a timely manner.
Education
Gadsden State Community College
Associate of Applied Science in Paralegal
08.2009
University Overview
Skills
- 7 years of claims handling experience
- Claims Handling
- Adept at working under pressure & time restraints
- Proven ability to multi-task effectively
- Strong history in handling flood and property claims
- Xactimate, XactAnalysis, Flood Connect, Claims Xchange and Guidewire
- History of settling claims in a timely fashion
- Outstanding customer service, leadership, and communication skills
- Policy Interpretation Knowledge
- Claims Investigations
- Supervision Abilities
- Confidentiality
- Document Review
- Documentation Review
Timeline
File Examiner/Trainer/Team Leader
Administrative Strategies
06.2019 - Current
Property Desk Adjuster
Southwest Adjusters of Texas
10.2018 - 06.2019
Insurance Claims Specialist
JPR Group - Progressive Insurance
06.2018 - 09.2018
Claims Adjuster
Administrative Strategies
09.2017 - 04.2018
Customer Service Manager
LabelValue.com
02.2015 - 08.2017
Customer Service Team Leader
General Dynamics
01.2013 - 02.2015
Gadsden State Community College
Associate of Applied Science in Paralegal