Irene Lopez, MBA,PHR,CCLA
Whittier,CA
Summary
Analytical problem-solver with excellent communication skills. A professional experience in insurance, experience in risk control, loss prevention and a strong retail operation. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards. Builds sustainable relationships through out the organization and is customer focus. Mantra, "Look in the opportunity for a positive results."
Overview
30
30
years of professional experience
Work History
Claims Professional
Kemper Insurance
04.2016 - Current
- Strong Relationships: I mentored, coached newly promoted Technical Trainers on course materials, facilitation skills and how to keep participants engaged throughout course curriculum. Outcome, trainers were confident, demonstrated skills learned and were able to facilitated courses without mentorship.
- Risk Control: Identified inconsistent Reservation of Rights letters within the Claims Organization. Place a strategy to review and rewrite existing Reservation of Rights guides for multiple policies within our organization with a fellow technical trainer. The documents were vetted by our legal department. The outcome of consistent documentation in the letters was citing the main coverage issues which in turn minimized costly risk of bad faith. This project served the Property and Casualty department nationwide.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Developed and implemented successful onboarding program nationwide.
Claims Representative
Automobile Club Of Southern California
05.2014 - 05.2016
- Strong Relationships: Built relationships with plaintiff attorneys and presented new process to resolve injury claims in mediation. Designated mediation day with all claims plaintiff represented. Outcome resolving claims in larger amount, minimizing cost per claim and enhancing plaintiff's business relationships.
- Adjusted complex bodily injury claims, attended small court appearances.
- Customer Service: Assisted with overflow property homeowner claims related catastrophic hail claims. Resulted in providing customers service.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Commercial Material Damage
Knight Management
01.2014 - 05.2014
- Investigated and assessed damage to property and reviewed property damage estimates.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
Claims Adjuster
Mercury Insurance
06.2006 - 10.2013
- Investigated issues to determine appropriate coverage and liability for Property and Casualty claims.
- Explained policy coverage, liability and denials to policyholders, lawyers and other involved parties.
- Followed up with customers on unresolved issues.
Store Manager
Starbucks
08.2003 - 05.2006
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- SME labor Analysis
- Mentored,coached and develop baristas to management.
- Customer service: provided a welcoming, high energy environment with our customers.
HR Supervisor/Department Supervisor/District Training Manager
Home Depot
09.1993 - 09.2003
- Risk Control: Led safety forklift training classes. Develop courses and safety best practices, how to stock merchandise in the overhead. Develop best practices how to bring merchandise onto the sales floor during store hours minimizing risk. Measured forklift drivers skills semi annually with recertification of their license. Outcome was a reduction of general liability claims.
- Consultant: Subject Mater Expert - labor force. Analyzed business sales reports, market reports and forecasted sales and labor hours. Interviewed, hired and provided onboarding training to new employees. Knowledgeable, confident sales associates to provide excellent customer services.
- Service Planning: Scheduled monthly in store training district wide. Reviewed seasonal reports, collaborated with SME in departments and designed hands-on training for seasonal products. Monthly training was successful and provided the skills needed to promote seasonal products. An opportunity to acknowledge department success' and acknowledge individuals that went above and beyond customer service. Built relationships among the team.
- Managed all exempt employee coaching, training, and performance improvement actions.
Education
MBA - Business Management
University of La Verne
La Verne, CA06.2006
Skills
- Strong Relation Building
- Strong Retail Big Box Operation Experience
- Technical Consultant
- Proactive Identifies Opportunities
- Highly Customer Service Focus Internally and Externally
- Flexible and Nimble Learning
- Enjoy Big Box Retail Environment
- Positive Results
- Accident Review
- Insurance Terminology
- Settlement Determinations
- Microsoft Office
Cycling long distance and volunteering in the community.
I completed Aids Life Cycle 545 miles from San Francisco to Santa Monica and raised $3,500 for the program.
Timeline
Claims Professional
Kemper Insurance
04.2016 - Current
Claims Representative
Automobile Club Of Southern California
05.2014 - 05.2016
Commercial Material Damage
Knight Management
01.2014 - 05.2014
Claims Adjuster
Mercury Insurance
06.2006 - 10.2013
Store Manager
Starbucks
08.2003 - 05.2006
HR Supervisor/Department Supervisor/District Training Manager
Home Depot
09.1993 - 09.2003
MBA - Business Management
University of La Verne
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