Heather Fedorchak
Summary
Business-minded licensed NC adjuster with exemplary skills in customer service, time management and service coordination. Bringing over 7 years of related insurance experience combined with superior problem-solving and investigative abilities. Pursuing similar position with expanding insurance company.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Learning and Development Specialist
National General Insurance
07.2019 - Current
- Facilitated virtual, in-person and blended learning sessions for groups of up to 20 new hire and/or existing staff at one time.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and minimize workflow disruption.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed lesson plans, instructional materials and written practice tests for Insurance operations and interpersonal skill training courses.
Material Damage Claims Adjuster/Total Loss Claims Adjuster
National General Insurance
06.2017 - 07.2019
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions in the event of total loss.
Telephone Customer Service Representative, Ops
National General Insurance
02.2016 - 06.2017
- Worked in call center environment assisting large volumes of customers will all insurance needs while providing an excellent customer experience.
- Assisted external and internal agents with navigating and finding workarounds for the quote and policy systems.
- Consistently received exceeding marks on daily adherence reports and call evaluation forms.
- Responded proactively and positively to rapid change.
Customer Service Representative, Electrical
Lowes Home Improvement
12.2014 - 04.2016
- Oversaw department inventory and daily maintenance as well as item locations for seasonal events.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Associate of Arts -
Surry Community College
Dobson, NCSkills
- Policy Interpretation/Evaluating Contracts
- Investigative Report Preparation
- Fraud Detection Knowledge
- Repair Negotiations/Settlement Determinations
- Personal Interviews
- Multi-Line Phone Systems
- Customer Inquiries
- Liability Determinations
- Risk Assessment
- Company policy compliance
Certification
- Licensed NC Claims Adjuster - 2017- present
Timeline
Learning and Development Specialist
National General Insurance
07.2019 - Current
Material Damage Claims Adjuster/Total Loss Claims Adjuster
National General Insurance
06.2017 - 07.2019
Telephone Customer Service Representative, Ops
National General Insurance
02.2016 - 06.2017
Customer Service Representative, Electrical
Lowes Home Improvement
12.2014 - 04.2016
Associate of Arts -
Surry Community College
- Licensed NC Claims Adjuster - 2017- present
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