Gina Ciulla
HUDSON,NH
Summary
Auto Personal lines Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Blends strategic planning and leadership strengths to establish top-performing claims departments. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws.
Overview
28
28
years of professional experience
Work History
Claims Supervisor
MetLife/Farmers Insurance Exchange
08.1996 - 08.2023
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Broad knowledge of Insurance Policies and Interpretation.
- Knowledge of state regulations for total loss and bad faith handling.
- Investigated, evaluated and adjusted personal lines total loss auto claims in accordance with standards and laws.
- Optimized case management with establishment of best practices.
- Built talented teams of 8 claim adjusters dedicated to timely and compliant resolutions.
- Consistently met company goals
- Determined proper course of action for claims processing.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support customers during challenging times.
- Exceeded customers' expectations by expeditiously and compassionately gathering required claim information to bring claims to finality.
- Professionally handled claims with Attorneys, claimant carriers, agents and customers.
- Professionally handled written correspondence to Division of Insurance and Attorney General complaints.
- Led JD Power Net Promoter Score for customer satisfaction for our department and have consistently met our goals.
- Handled payments for claims as well as to vendors such as rental companies, body shops, Investigative entities, customers, and others for accuracy and compliance.
- Developed strategic plans for day-to-day claims operations.
Claims Adjuster
One Beacon Insurance Group, CGU Insurance
11.1995 - 08.1996
- Handled over 300 pending claims for casualty, property, general liability, product liability, garage keeping and med pay/pip claims.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Documented all investigation activity and presented reports to management.
Education
Some College (No Degree) - Paralegal Studies
Middlesex Community College - Bedford
Bedford, MAHigh School Diploma -
Everett High School
Everett, MA06.1984
Skills
- Team Motivation
- Strategic Goal Setting
- Strategic Planning and Execution
- Process Improvement and Resource Utilization
- Claims Investigation and Research
- MS office suite, CCC Pathways, Copart, CCC One
- Performance monitoring and Corrective Actions
- Negotiation Skills
- Management and Organizational Skills
- Conflict Resolution and Root Cause Analysis
- Investigations and Exposure Management
- Automobile Claims Specialist
- Effective Customer Service and Rapport Building
- Interviewing Techniques and Insurance Policy Knowledge
- Maintaining Quality Assurance Standards Reviews
- Handled claims in all 50 States
- Licensed in following states: AZ, CA, FL, GA, LA, MD, NC, NH, RI, SC, TX, WV, WY
Timeline
Claims Supervisor
MetLife/Farmers Insurance Exchange
08.1996 - 08.2023
Claims Adjuster
One Beacon Insurance Group, CGU Insurance
11.1995 - 08.1996
Some College (No Degree) - Paralegal Studies
Middlesex Community College - Bedford
High School Diploma -
Everett High School
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