Work History
Education
Timeline
Overview
Summary
Skills
Certification
Generic

Heather Roberts

Lakeland,FL

Work History

FPM Adjuster LDP II Supervisor

GEICO
Lakeland, FL
02.2025 - Current
  • Reviewed insurance claims for accuracy and compliance with company policies.
  • Communicated claim status updates to policyholders clearly and professionally.
  • Trained new adjusters on company procedures and best practices regularly.
  • Documented all claim-related communications in the claims management system.
  • Resolved claims for insureds by providing relevant policy details and excellent customer service.
  • Provided coverage opinions based on analysis of facts, law, policy language and endorsements.
  • Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
  • Investigated questionable claims to determine payment authorization.
  • Analyzed and audited open claims to calculate additional payments owed.
  • Calculated and authorized payment of claims within designated authority level.
  • Participated in training and mentoring of new claims adjusters, sharing knowledge and expertise.
  • Trained staff on customer service best practices and company procedures.
  • Coordinated team schedules to optimize workflow and resource allocation.
  • Conducted performance evaluations to identify training needs for team members.
  • Collaborated with management to develop employee engagement initiatives.
  • Monitored team performance metrics to drive continuous improvement efforts.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.

Investigator

Caliber Sanctions, Inc
Lakeland
01.2014 - Current
  • Investigator/President - fully licensed investigative company with additional platforms in accounting and business management.
  • Conducted interviews with witnesses and suspects to obtain information related to case.
  • Reviewed police reports, medical records, and other documents for evidence.
  • Organized and maintained files of all investigative activities.
  • Utilized surveillance techniques to observe subjects in public areas.
  • Gathered evidence from crime scenes including photographs, fingerprints, and physical samples.
  • Analyzed data gathered during investigations to determine the validity of claims or theories.
  • Collaborated with local law enforcement agencies on criminal investigations.
  • Prepared detailed reports summarizing investigative activities and results.
  • Assessed potential threats posed by individuals under investigation based on collected information.
  • Performed background checks on persons of interest in investigations.
  • Attended training sessions to stay current on new investigative trends and technologies.
  • Adhered to departmental policies regarding investigations and reporting procedures.
  • Researched relevant laws pertaining to active investigations.
  • Reported results of investigations with written observations and photographs, and produced final reports.
  • Completed comprehensive face-to-face interviews with subjects, neighbors and employers to generate reports to document investigative findings.
  • Maintained organized records of all information and material pertinent to open investigations.
  • Personal Injury, Civil, Criminal, Extensive Background Checks, Asset Locate, Bookkeeping.

Director of Investigations

Critical Intervention Services
Largo
01.2014 - 01.2015
  • Team building while leading and assessing future operations and management direction.
  • Developed and implemented investigative protocols to ensure compliance with applicable laws, regulations and company policies.
  • Assessed risk factors related to potential violations of legal requirements or corporate policies.

Paralegal, Case Manager & Financial

Morgan & Morgan-Burnetti, Thomas & Berke PA
Lakeland
01.2012 - 01.2014
  • Complete accounting including trust account, payroll, bank reconciliation and quarterly tax filings.
  • Conduct client interviews and maintain general contact with the client.
  • Reviewed and organized legal documents, such as pleadings, motions, and briefs.
  • Conducted research on relevant laws, regulations, judicial decisions, and legal articles.
  • Maintained client files according to established protocols.
  • Collaborated with attorneys in all stages of litigation process.
  • Organized evidence for use at trial or hearing proceedings.
  • Advised clients on procedural matters related to their cases.
  • Communicated with witnesses regarding deposition scheduling.
  • Filed motions with courts electronically or via hard copy.
  • Interviewed clients and obtained vital case information to support associates.
  • Met with clients and attorneys to discuss case details and evidence.

Vice President

Donnellan Investigations, Inc.
Lakeland
12.2000 - 01.2014
  • Vice President and Licensed Investigator
  • Developed and executed strategic plans to support the vision of the organization.
  • Formulated policies that improved operational efficiency and productivity.
  • Directed business development initiatives, including acquisitions and joint venture agreements.
  • Negotiated contracts with vendors for services, products and supplies.
  • Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
  • Oversaw human resources functions such as recruitment, employee relations, training and benefits administration.
  • Provided oversight of all departments in order to ensure smooth operation of daily activities.
  • Ensured compliance with federal, state and local laws related to employment practices.
  • Identified problems and implemented solutions to better streamline operations.
  • Determined performance goals and offered tactics for achieving milestones.

Vice President

USA Recovery, Inc
Lakeland
12.2000 - 01.2014
  • Vice President and Licensed Recovery Agent
  • Developed and executed strategic plans to support the vision of the organization.
  • Formulated policies that improved operational efficiency and productivity.
  • Directed business development initiatives, including acquisitions and joint venture agreements.
  • Negotiated contracts with vendors for services, products and supplies.
  • Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
  • Oversaw human resources functions such as recruitment, employee relations, training and benefits administration.
  • Provided oversight of all departments in order to ensure smooth operation of daily activities.
  • Established performance standards for staff members in order to drive productivity levels up.

Accountant/Operations

Morton Irrigation, Inc.
Auburndale
  • Operations and Accounting Manager
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Developed and implemented effective accounting policies and procedures.
  • Prepared monthly, quarterly, and annual financial statements in accordance with generally accepted accounting principles.
  • Monitored cash flow, prepared bank reconciliations, and managed accounts payable and receivable functions.
  • Maintained accurate records of payroll information including wages, deductions, bonuses.

Education

2 yrs Accounting 1&2, Business Management, Marketing and Banking Practices - Business

Polk State College
Winter Haven, FL

Timeline

FPM Adjuster LDP II Supervisor

GEICO
02.2025 - Current

Investigator

Caliber Sanctions, Inc
01.2014 - Current

Director of Investigations

Critical Intervention Services
01.2014 - 01.2015

Paralegal, Case Manager & Financial

Morgan & Morgan-Burnetti, Thomas & Berke PA
01.2012 - 01.2014

Vice President

Donnellan Investigations, Inc.
12.2000 - 01.2014

Vice President

USA Recovery, Inc
12.2000 - 01.2014

Accountant/Operations

Morton Irrigation, Inc.

2 yrs Accounting 1&2, Business Management, Marketing and Banking Practices - Business

Polk State College

Overview

2026
2026
years of professional experience
1
1
Certificate

Summary

Results-driven FPM Claims Adjuster - LDP Supervisor with a proven track record in licensed investigative analysis, and team leadership. Committed to enhancing customer satisfaction and operational efficiency. Proficient in bookkeeping, with a platform for companies to streamline and organize their accounting needs. needs.

Skills

  • FPM Claims Adjuster and LDP II Supervisor
  • Investigations Civil, Criminal, Personal Injury
  • Asset and Recovery
  • Business Management
  • Case Management Paralegal
  • Full Charge Bookkeeping
  • Quickbooks Certified
  • Personal Injury Case Management

Certification

2025 - current 6-20 All Lines FL Adjuster G227647
2025 - current Adjuster CT, DE, KY, LA, NC, NH,NM,OK,RI,SC,TX,VT,WY
Licensed Private Investigator C2300170
Licensed Recovery Agent #E2500016
Conceal Weapon Permit: #W1074466
Quickbooks Certified Silver Pro
2010-Present Florida Association of Licensed Investigators, Treasurer 2004-2013 Florida Association of Certified Asset recovery Specialist, Treasurer Florida 2018 - Current Full Charge Bookkeeper Quickbooks
Current Florida Public Notary
2021 - current Licensed DOD Contractor
2021 - current VP/Treasurer Naked Truth Inc - Full Charge Bookkeeper
2022 - current FINRA Arbitrator
2024 - Certified EOLC

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Heather Roberts