Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Inaya Johnson

Glendale,AZ

Summary

Experienced auto insurance professional with a track record of delivering impactful results in claim evaluations and settlements. Skilled in accurately assessing damages and ensuring client satisfaction through effective communication and problem-solving. Recognized for collaborative teamwork and adaptability to shifting needs, with proven expertise in negotiation and conflict resolution. Dedicated professional committed to providing exceptional service and achieving optimal outcomes for both clients and the company.

Overview

4
4
years of professional experience
1
1
Certification

Work History

AUTO ADJUSTER

USAA
10.2023 - Current
  • Applied auto coverages and P&C insurance knowledge to evaluate, investigate, negotiate, and settle claims, ensuring clear documentation and risk management.
  • Achieved 100% member satisfaction while managing high volume, low complexity auto claims and working on specialty projects such as catastrophe and closure claims.
  • Catastrophe Project (May 2024): Selected to assist with claims management during hailstorms in Colorado, Texas, Missouri, and Oklahoma. Managed over 200 claims and achieved an 90% Member Experience Index (MEI), ensuring prompt, empathetic service during a high-stress event.
  • Closure Team (June 2024): Contributed to the Express tier's claim closure efforts, expediting resolution processes and easing team workloads through attention to detail and operational efficiency.
  • Proactively supported team members by identifying and addressing workload imbalances, fostering a collaborative and supportive work environment.
  • Developed and implemented strategies to improve disposition and Quality First Call (QFC) metrics, resulting with three Replicable Holistic files, showcasing meticulous documentation and adherence to quality standards.

TECHNICAL SPECIALIST

Apple, Inc.
10.2021 - 10.2023
  • Quickly identify technical issues for customers using expertise in troubleshooting theory
  • Consistently completed sessions in under 15 minutes
  • Achieved 93% customer satisfaction score by translating complex terms into digestible language
  • Mentor team members to enhance the technical support experience resulting in 20% improvement of overall customer satisfaction

BARISTA

Starbucks
10.2020 - 10.2021
  • Cared deeply for customers and created joyful, fun atmosphere through personal connections and interpersonal skills
  • Remained calm and composed during hectic periods to promote success and efficiency while delivering fast turnaround times for all orders

Education

Associates in Applied Sciences - Web Development

Glendale Community College
Glendale, AZ

High School Diploma -

Trevor G. Browne High School
Phoenix, AZ
05.2018

Skills

  • Critical Thinking
  • Decision Quality
  • Learning Agile
  • Active Listening
  • Troubleshooting & Diagnostics
  • Claims Investigation & Negotiation
  • Policy Knowledge & Compliance
  • Customer Service Excellence
  • Multitasking & Queue Management
  • Task Prioritization & Organization
  • Communication (Written & Verbal)
  • Technical Proficiency: C, JavaScript, HTML

Certification

  • Technical Support Certified, Google, 09/01/21
  • I-CAR Professional Development Program Education (PDP) - Inter-Industry Conference on Auto Collision Repair.
  • Property & Casualty License - Florida Department of Insurance.

Timeline

AUTO ADJUSTER

USAA
10.2023 - Current

TECHNICAL SPECIALIST

Apple, Inc.
10.2021 - 10.2023

BARISTA

Starbucks
10.2020 - 10.2021

Associates in Applied Sciences - Web Development

Glendale Community College

High School Diploma -

Trevor G. Browne High School

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