HOPE BUCK
ST PETERSBURG
Summary
Property and Casualty Insurance Claims, Personal Injury Case Manager, & Business Management Specialist with experience demonstrating proficiency in product knowledge, financial management, and team leadership. Adept at problem-solving and analytical thinking, consistently delivering exceptional customer support and driving process improvements. Proven track record of achieving performance metrics and enhancing operational efficiency.
Overview
25
25
years of professional experience
Work History
CASE MANAGER LEAD, PRE LITIGATION PI
Morgan & Morgan
Tampa
11.2024 - Current
- Managed high-volume personal injury portfolio, ensuring rapid response to client inquiries and insurance adjuster communications.
- Negotiated settlements with insurers, achieving reduction in medical balances.
- Prepare and submit detailed demands to carriers, ensuring comprehensive support.
- Collaborate with attorneys, presenting case synopses effectively.
- Secure necessary documents to support injury and liability claims.
- Prepare cases for litigation.
- Directed case managers to prepare cases for litigation.
- Develop training programs for Case Managers to improve performance. and track their progress through team meetings and one on one meetings
- Ensure firm metrics are being maintained and exceeded
- Handle all aspects of human resources for the team, including payroll.
- Treat clients as family and provide exceptional client service
CLAIMS REPRESENTATIVE
GEICO
Virginia Beach
05.2015 - 04.2024
- Gathered loss facts and communicated with customers, third parties, and attorneys to determine fault and achieve fair resolutions.
- Efficiently resolved customer inquiries with professionalism and empathy.
- Met performance metrics by efficiently handling claims and maintaining high service standards.
- Conducted thorough investigations to validate claims and prevent fraud.
- Analyzed claims data to improve processing accuracy and efficiency.
- Implemented strategies to streamline claims processing and enhance efficiency.
- Implemented strategies that streamlined claims processing, leading to improved operational workflows.
INBOUND SALES REPRESENTATIVE
Cox Communications
Chesapeake
06.2014 - 05.2015
- Negotiated payment terms with customers and third parties to streamline transaction processes.
- Influenced buying decisions with deep product knowledge, boosting sales and customer satisfaction.
- Handled diverse customer inquiries promptly and empathetically, ensuring exceptional service.
- Negotiated process and payment with customers and third parties.
- Executed promotional campaigns to maximize visibility and sales.
- Executed promotional campaigns that increased product visibility and drove sales growth.
GENERAL MANAGER
Forever 21
Virginia Beach
08.2008 - 02.2011
- Surpassed sales benchmarks through effective store performance supervision.
- Formulated strategic plans for service, merchandising, and employee training to enhance overall operational effectiveness.
- Formulated strategic plans for service, merchandising, and employee training.
- Managed finances and developed budgeting and revenue strategies to support sustainable growth.
- Led team development initiatives that promoted a positive and collaborative work environment.
OWNER OPERATOR
Sooee/North Landing Grocery
Virginia Beach
03.2001 - 07.2008
- Oversaw restaurant operations, achieving high efficiency and profitability through strategic management.
- Launched and managed retail product lines, ensuring top quality and customer satisfaction.
- Handled financial management, including budgeting, reporting, and revenue strategies.
- Handled financial management, including budgeting and reporting, to support revenue growth.
- Launched and managed retail product lines ensuring top quality.
- Led staff training and development, fostering a positive and productive work culture.
- Identified and pursued business growth opportunities, resulting in expansion across multiple markets.
Education
CREDITS EARNED -
Virginia Wesleyan College
Norfolk, VASkills
- Injury Case Review
- Personal Lines Insurance Expertise
- Case Management
- Patient Advocacy
- Care Coordination
- Treatment Planning
- Risk Management
- Regulatory Compliance
- Healthcare Regulations
- Performance metrics
- Data Analysis
- Reporting
- Project Management
- Financial Management
- CRM Systems
- Microsoft Office Suite
- Analytical Thinking
- Critical Thinking
- Problem-Solving
- Negotiation
- Negotiation skills
- Team Leadership
- Supervisory skills
- Staff training
- Communication
- Negotiation skills
Additional Information
Webex, Workday, Finesse, Salesforce CRM, Filenet, Oasis, Microsoft, Insite, EDARS, ECAMS, Navigator, Alvaria, Litify, Teams, One Note, Launched and managed retail product lines ensuring top quality., Directed commercial space renovations, optimizing functionality within budget and time constraints., Maintained exceptional customer service standards, resulting in high satisfaction rates., Handled financial management, including budgeting, reporting, and revenue strategies., Developed and implemented marketing strategies, driving significant sales growth and brand awareness., Ensured compliance with health, safety, and regulatory standards., Managed vendor relationships for competitive pricing and timely delivery., Led staff training and development, fostering a positive and productive work culture., Identified and pursued business growth opportunities, leading to measurable expansion.
Timeline
CASE MANAGER LEAD, PRE LITIGATION PI
Morgan & Morgan
11.2024 - Current
CLAIMS REPRESENTATIVE
GEICO
05.2015 - 04.2024
INBOUND SALES REPRESENTATIVE
Cox Communications
06.2014 - 05.2015
GENERAL MANAGER
Forever 21
08.2008 - 02.2011
OWNER OPERATOR
Sooee/North Landing Grocery
03.2001 - 07.2008
CREDITS EARNED -
Virginia Wesleyan College