FRANKLIN D. EVANS
Chesapeake,VA
Summary
Dynamic Resolutions Manager at Gallagher Bassett with expertise in claims management and conflict resolution. Proven track record of enhancing customer satisfaction through effective negotiation and cross-functional collaboration. Skilled in data analysis and maintaining policy compliance, consistently delivering prompt and fair resolutions while fostering strong client relationships.
Overview
17
17
years of professional experience
Work History
Resolutions Manager
Gallagher Bassett
Chesapeake, VA
11.2023 - Current
- Facilitated resolution of complex client inquiries and disputes.
- Developed and implemented effective claims management strategies.
- Coordinated with cross-functional teams to address customer concerns.
- Analyzed policy details to ensure compliance and accuracy in resolutions.
- Tracked progress on each dispute case and provided updates as needed throughout the entire process.
- Drafted reports on resolutions for various disputes based on investigation results.
- Collaborated with other departments to create policies that promote effective conflict resolution.
- Built relationships with customers to ensure their satisfaction during the dispute resolution process.
- Advised management on best practices for resolving customer disputes in an efficient manner.
- Consulted with legal counsel when necessary to ensure compliance with applicable laws and regulations.
- Provided support and assistance to colleagues who encountered difficult situations while resolving disputes.
- Ensured all relevant documentation was accurately completed prior to finalizing any resolutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Inside Auto Claims Adjuster
Chubb Insurance
Chesapeake, VA
11.2021 - 11.2023
- Reviewed auto claims for compliance with company policies and regulations.
- Evaluated damage assessments using industry-standard software tools and methodologies.
- Communicated with policyholders to gather necessary claim information and documentation.
- Collaborated with repair facilities to confirm repair estimates and timelines.
- Negotiated settlements with customers, ensuring fair and accurate resolution of claims.
- Maintained detailed case records in the claims management system for accurate tracking.
- Assisted in developing process improvements to enhance efficiency in claims operations.
- Conducted periodic audits of closed files to ensure accuracy of data entry.
- Reviewed policy coverage to ensure compliance with state regulations and company procedures.
- Maintained detailed records of auto losses, including photographs, diagrams, police reports.
- Collaborated with outside vendors to verify vehicle repair costs or obtain additional information related to claims.
- Adhered to established protocols for handling high-value cases involving complex damages.
- Trained new adjusters on company procedures and best practices in claims handling.
Claims Adjuster for Amazon
ARC
09.2019 - 11.2021
- Company Overview: Accident Reporting Center
- Investigate property and questionable damage claims.
- Gather information from sources, such as police reports, eyewitnesses and claimant statements.
- Prepare reports for use by Claims Examiners.
- Consult with appraisers on case determination
- Review case specific details and required documentation to process and present settlement offers.
- Compile reports of investigation findings
- Accident Reporting Center
- Investigated incidents by gathering evidence and interviewing involved parties.
- Communicated claim decisions to clients, ensuring clarity and understanding.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Maintained accurate documentation of all claim activity within designated system.
- Gathered information from various third parties to determine claim acceptability.
- Negotiated and settled claims according to information presented through reports, research, and data verification.
- Investigated questionable claims to determine payment authorization.
Armed Security Officer
RIVERTECH, LLC
Stennis Space Center, MS
10.2008 - 09.2019
- Monitoring pick-up and delivery of sensitive materials
- Work unsupervised for extended periods of time
- Report and complete a daily log of actions per post requirements
- Communicate with merchandise drivers, contractors, and GPO personnel
- Monitored premises to ensure safety and security for personnel and property.
- Conducted regular patrols to detect and prevent unauthorized access or hazards.
- Responded promptly to alarms and emergency situations, coordinating with local authorities.
- Implemented access control procedures for entry points, ensuring compliance with policies.
- Assisted in training new officers on safety protocols and emergency response procedures.
- Maintained surveillance equipment, ensuring operational readiness at all times.
- Conducted security checks on personnel entering and exiting the premises.
- Patrolled assigned areas to detect suspicious activities and persons.
- Performed daily inspections of security equipment such as gates, locks, alarm systems, and radios, ensuring that they were operating properly.
- Responded quickly and appropriately to emergency situations, including medical emergencies, fire alarms, bomb threats.
- Participated in training exercises related to emergency response protocols.
- Interacted with customers in a professional manner while providing directions or responding to inquiries.
Education
Bachelors Of Science - Marketing
Southern New Hampshire University
Manchester, NH05-2018
Skills
- Claims management
- Dispute resolution
- Policy compliance
- Customer relationship management
- Cross-functional collaboration
- Data analysis
- Negotiation skills
- Conflict resolution
- Attention to detail
- Effective communication
- Stress management
- Analytical thinking
- Assertiveness
- Professionalism
- Communication skills
- Continuous improvement
- Customer service
- Problem-solving
- Professional and courteous
- Negotiation
- Problem-solving aptitude
Mbti
ESFP
Relevant Claims Experience
- Demonstrated experience helping customers navigate claimant process in fair and consistent manner
- Investigate and review associated evidence of Amazon delivery related property damage claims
- Assist in providing of clear and concise documentation of claim facts to Litigation team
- Adept at knowing existing coverage and company policies for variants of claims
- Strong ability to navigate conflict and maintain professional negotiation abilities on claim settlements
- Maintain excellent facilitation and communication skills; verbal and written
- Willing to work extended hours and weekends to ensure high levels of customer engagement and satisfaction
- Able to adapt and work in a fast-paced environment, manage large case load and mentor team mates.
- Currently serving as an informal team lead to ensure claims consistency
- Periodic serve on escalation path for customers to vet concerns and expedite claims
- Highly organized individual, proven ability to multi-task in a fast-paced environment
Timeline
Resolutions Manager
Gallagher Bassett
11.2023 - Current
Inside Auto Claims Adjuster
Chubb Insurance
11.2021 - 11.2023
Claims Adjuster for Amazon
ARC
09.2019 - 11.2021
Armed Security Officer
RIVERTECH, LLC
10.2008 - 09.2019
Bachelors Of Science - Marketing
Southern New Hampshire University
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