Heather Hernandez
Dade City
Summary
Results-driven claims supervisor with extensive experience in claims processing and problem resolution. Known for strong negotiation skills and critical thinking, contributing to effective case resolutions and improved client relationships.
Dynamic business owner with a focus on small business operations and customer service. Proven ability to streamline processes and enhance customer satisfaction, driving growth and efficiency.
Overview
16
16
years of professional experience
Work History
Business Owner/Operator
FloriCoastal Print
Dade City, FL
01.2019 - Current
- Managed daily operations to ensure efficiency and customer satisfaction.
- Developed and implemented marketing strategies to increase brand awareness.
- Streamlined inventory management processes, reducing overhead costs.
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Custom garment decorator (screen printing and embroidery).
Bodily Injury & Litigation Adjuster/Claims Supervisor
GEICO
Lakeland, FL
10.2011 - 06.2019
- Evaluated complex insurance claims to determine liability and settlement amounts.
- Collaborated with legal teams to gather evidence and support case resolutions.
- Analyzed policy coverage and applicable laws to ensure compliance during claim processing.
- Negotiated settlements with claimants and attorneys, fostering positive relationships.
- Delivered exceptional customer service by addressing client concerns promptly and professionally throughout the claims process.
Customer Service Representative
GEICO
Lakeland, FL
12.2010 - 10.2011
- Resolved customer inquiries efficiently to enhance overall service satisfaction.
- Provided detailed product information and support, ensuring clarity and understanding for customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Master of Agribusiness - Agricultural Business
Univeristy of Florida
Gainesville07-2009
Bachelor of Science - Animal Biology
University of Florida
Gainesville, FL05-2008
Skills
- Small business operations
- Personnel management
- Customer service
- Critical thinking
- Problem resolution
- Claims investigation
- Highly motivated
- Claims processing
Timeline
Business Owner/Operator
FloriCoastal Print
01.2019 - Current
Bodily Injury & Litigation Adjuster/Claims Supervisor
GEICO
10.2011 - 06.2019
Customer Service Representative
GEICO
12.2010 - 10.2011
Master of Agribusiness - Agricultural Business
Univeristy of Florida
Bachelor of Science - Animal Biology
University of Florida