HANNA I KELLY

I was promoted to Assistant General Manager after showing promise in my position as a Receptionist/Administrative Assistant. I received hands-on training working directly with the company's owner. These responsibilities were divided into different divisions of the company as listed below:

Administrative:

• Communicate directly with insurance adjusters and third party administrators daily via XactAnalysis, Symbility/Claims Connect, phone and email regarding project timelines, payment statuses, estimate discussion under direction of the assigned estimator, documenting concerns with clients, and ensuring all required claim documentation and photos were properly submitted.
• Oversee reoccurring compliance with third party administrator program requirements including conducting yearly employee background checks, updating COIs, facilitating yearly contract resigning, renewing and submitting required company licenses (IICRC, Contractor's Licenses, EPA, etc). These TPAs were Crawford Contractor Connection, Sedgwick, Accuserve and Alacrity. I also personally established a relationship with WestHill and Homee, then completed their onboarding processes and training.
• Assist estimating division with approval of submitted estimates and supplements.
• Conduct all aspects of in-house AR including invoice billing, collecting payments, communicating with homeowner's mortgage carriers for endorsement, reviewing payment status with insurance adjusters, attending mortgage inspections, filing liens, and filing suit against homeowners as a last resort in obtaining remittance of insurance funds. Worked within routine quotas established by ownership.
• Conduct all aspects of AP via QuickBooks.
• Create legally binding agreement forms such as liability waivers, hold harmless agreements, employee agreements, etc.
• Complete yearly Worker's Compensation audits.

Production:

• Make initial contact with new clients and gather information about the nature of their claim.
• Coordinate with Emergency division to schedule urgent mitigation or tarping services as needed.
• Communicate with Project Managers daily to purchase approved materials.
• Lead weekly company Production Meetings to obtain project updates, assist with problem solving on any issues, and documenting concerns with homeowners- then relaying all to adjusters and TPAs
• Lead training seminars for new protocols or software.
• Assist Contents division with reviewing paperwork and verifying labor timesheets.
• Verify Purchase Orders with Project Managers.
• Complete onboarding for new subcontractors and ensure regular compliance with contractual insurance and licensing requirements.

Office:

• Oversaw and trained an assistant, then delegated tasks according to comprehension and skill level.
• Recruit and onboard new employees.
• Assist clients in understanding insurance and mortgage processes.
• Conflict resolution with both clients and internally with employees.
• Order supplies at most efficient price point as needed.

• Answered all incoming calls and appropriately disbursed messages.
• Maintained orderly appearance of the front office and sample showroom.
• Collected deductible payments from clients.
• Coded vendor and subcontractor invoices.
• Filed preliens on new projects.
• Assisted the Contents division with locating cost effective storage units.
• Established and maintained internal project and overhead file organization.
• Monitored stock of various supplies.
• Ensured photos taken by Production division were downloaded and appropriately sorted in accordance with project phase.
• Ensured important project paperwork such as work authorizations, completion certificates, material selections, etc. were appropriately completed and stored.
• Relayed project timelines to clients and conducted satisfaction surveys.

This was a hybrid position in which I would primarily assist the small restoration division with administrative assistant tasks, then assist with the call center when tasks were completed or need was low.

Restoration duties:

• Gather information about new projects, then relay to the Restoration Manager.
• Download and appropriately organize photos.
• Maintained file organization determined by the Restoration Manager.
• Collected payments from clients.

Reception duties:

• Answered incoming calls, provided quotes, answered any service related questions, and scheduled services accordingly.
• Verified appointment times with clients once official routes were established.
• Called technicians to ensure schedules were met and relayed any delays or earlier availability to clients.
• Collected card payments once services were completed.
• Resolved complaints from clients.
• Maintained client files.