Gionna Gordon
American Family Insurance
Normal,IL
12
years of professional experience
With my leadership skills I am bringing solid records of accomplishments in multiple claims roles throughout my career. I have effectively led our monthly Division Rally meetings starting in 2025 while also balancing a full claims inventory. I continue to engage and lead in all of our teams daily meetings, while continuing to be the point of contact for my team for any complex claims questions. I strive to deliver great customer service with every claim I touch. Efficiently review documentation and assess damages to determine liability and coverage on claims. Skilled at communication, reviewing coverage analysis, and identifying potential fraud. Astute insurance professional offering 9+ years in claims, liability determination and settlement negotiation. Meticulous, systematic, and highly experienced with strong claims management and relationship-building abilities. Enthusiastic Level 2 Adjuster eager to contribute to team success through hard work, attention to detail and excellent organizational and communication skills.
Work History
Auto Adjuster Level 2
3 Years 11 Months- Leader of our team's monthly Division Rally. I assign tasks to the adjusters, point of contact for assistance and guidance, and present our achievements to all West Region adjusters and leaders.
- Evaluated auto claims to determine coverage and investigate damages.
- Streamlined claim processing workflows, enhancing efficiency by adopting new tools.
- Coordinated effectively with other departments within the organization to address policy concerns or complex issues arising from specific claims scenarios.
- Ensured policyholder compliance with insurance contracts by explaining coverage details accurately and thoroughly.
- Reduced fraudulent claims by identifying potential fraud indicators during coverage investigations.
- Contributed to team success by sharing knowledge, best practices, and resources among colleagues.
- Enhanced customer satisfaction by providing prompt, courteous, and knowledgeable service throughout the claim process.
- Managed a high volume of claims efficiently, prioritizing tasks for maximum productivity.
- Promoted a positive company image by consistently providing excellent service to internal and external customers with consistent positive feedback.
- Assisted coworkers during periods of high workload or staff shortages, demonstrating teamwork skills that contributed to company success collectively.
Bodily Injury Claims Specialist
2 Years 10 Months- Implemented improvements in manual and electronic billing procedures.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Collected and tracked evidence in support of legal processes.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Conducted thorough property investigations to identify and classify damages for customer claims.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Examined claims forms and other records to determine insurance coverage.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Auto Claim Specialist
1 Year 8 Months- Reviewed photographs, surveillance, and related documents to assess claim validity.
- Examined photographs and surveillance and any other documents relating to claims.
- Documented all findings in concise reports.
- Issued payouts to Claimants and Insureds.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for the duration of restoration process.
- Flagged suspicious claims, escalating to tier 2 specialists for in-depth investigation.
- Inspected vehicles involved in accidents and generated reports showing estimated repair costs.
- Evaluated the practicality of repair as opposed to the payment of market value of the vehicle before the accident.
- Carried out day-to-day duties accurately and efficiently.
- Worked to maintain an outstanding outstanding attendance record, consistently arriving to work ready to start immediately.
- Evaluated the practicality of repair as opposed to the payment of market value of the vehicle before the accident.
Claims Associate
1 Year 3 Months- Collaborated with claims adjusters and examiners to expedite claims processing in compliance with established procedures.
- Educated customers on the coverage on their policies and made sure they had a clear understanding.
- Coordinated with contracting department to resolve payer issues.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Provided attentive service to customers by actively listening to concerns and addressing questions.
Cashier Team Lead
2 Years 6 Months- Supervised cashiers to boost customer service levels, check accurate balance for transactions, and promote smooth operations.
- Helped customers complete purchases, locate items and join reward programs.
- Assisted customers by answering questions and fulfilling requests.
- Oversaw self-checkout systems and resolved customer issues.
- Received and processed customer payments.
- Operated POS cash register and equipment to collect payments.
- Oversaw opening and closing procedures, executed cashier drops, managed cash control, and monitored vault operations.
- Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Communicated with customers and team members to solve problems.
- Trained team members on cash register operation and cash handling.
- Educated employees on all job tasks, including register use, merchandising and customer service.
- Restocked and organized merchandise in front lanes.
- Developed strategies to enhance customer loyalty and retention.
- Increased customer loyalty and retention.
- Implemented promotional strategies for overstocked, high-profit, or nearly expired merchandise to increase sales.
- Trained and mentored new cashiers using positive techniques to enhance performance and teamwork.
Customer Service Representative
1 Year 2 Months- Provided primary customer support to internal and external customers.
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and implemented process improvements to exceed satisfaction goals.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with staff to improve customer service experience and achieve team goals through high client satisfaction.
Education
High School Diploma
Skills
Leadership
Conflict resolution
Goal setting
Professionalism
Time management
Continuous improvement
Engagement
Inclusive
Settlement determinations
Coverage assessment
Adaptability
Self-motivated
Multitasking abilities
Decision-making skills
Policy interpretation
Insurance regulations
Team collaboration
Critical thinking
Verbal communication
Reading comprehension
Customer service
Insurance policy knowledge
Time management
Problem-solving
Excellent communication
Organizational skills
Claims investigation
Cultural awareness
Accomplishments
Leader of the Division Rally Meetings
Consistently improving on our division metrics by meeting and/or exceeding goals
Trained multiple teams with new claims adjusters in prior claims roles.
Timeline
Auto Adjuster Level 2
American Family Insurance
09.2022 - CurrentRead More
Bodily Injury Claims Specialist
State Farm
10.2019 - 08.2022Read More
Auto Claim Specialist
State Farm
02.2018 - 10.2019Read More
Claims Associate
State Farm
11.2016 - 02.2018Read More
Customer Service Representative
State Farm
09.2015 - 11.2016Read More
Cashier Team Lead
Kohls Department Store
10.2014 - 04.2017Read More
Normal West Community High School
High School Diploma
Read More