Heather Dochterman
GEICO, Government Employees Insurance
ELY
1
Certification
9
years of professional experience
Dynamic claims management professional recognized for expertise in risk assessment and claims processing. Known for leveraging CRM software to enhance customer engagement and streamline operations. Committed to resolving claims efficiently and improving overall customer experience.
Work History
Customer Care Representative
7 Years 4 Months- Documented FNOL claims
- Determine Coverages
- Determine At Fault liability for damages
- Interview and gather information from customers, claimants, and witnesses
- Reach out to appraisers/estimators to schedule inspections and manage vehicle repairs
- Negotiate with customers and other insurance carriers to resolve claims
- Developed and maintained comprehensive knowledge of products and services to enhance customer satisfaction.
- Resolved customer inquiries efficiently through phone, email, and chat platforms.
Customer Service Representative
6 Months- Resolved customer inquiries efficiently, ensuring high satisfaction levels and prompt issue resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Scheduling Specialist
1 Year- Coordinated complex scheduling for residential solar installations, optimizing resource allocation and minimizing delays.
- Streamlined communication between clients and installation teams, enhancing service delivery and customer satisfaction.
- Provided detailed information about available services and requirements.
- Confirmed appointments, communicated with clients, and updated client records.
Education
No Degree - Medical Billing
Skills
First Notice of Loss
Claims processing
Claims management
Policy endorsement
Coverage evaluation
Risk assessment
Customer negotiations
CRM application
Customer retention
AWS application
Claims assessment
Policy sales
Accomplishments
- Associate of the Month, 7/1/2025 for Top Sales and Survey Results
- ACE (Associate Circle of Excellence) Award, 2/27/2025 for Outstanding Performance and Exceptional Individual Contributions to our Customer's Needs.
- Top Performance Award, 4Q 2025
Certification
- Iowa Property and Casualty Resident Insurance License# 19101037
Active and in good standing
- Non-Resident Licenses:
Active in 46 reciprocal states
Full list of jurisdictions available upon request
Timeline
Customer Care Representative
GEICO, Government Employees Insurance
03.2019 - CurrentRead More
Customer Service Representative
TLC and Associates
09.2018 - 03.2019Read More
Scheduling Specialist
Horizon Solar Power
09.2017 - 09.2018Read More
Chemeketa Community College
No Degree from Medical Billing
Read More