Isaac Tolbert
Wardlaw Claims Service and Risk Solutions
Dallas,TX
Mitigation Review Specialist reviewing completed water mitigation claims by writing comparative estimates, checking industry regulations, client standards, and pricing accuracy. Manages high-volume claim reviews under tight deadlines while mediating estimate disputes with vendors and client companies through email and phone follow-up. Improves review accuracy through quality control measures and careful handling of high-priority files with compliance risk.
11
years of professional experience
Work History
Mitigation Review Specialist
1 Year 1 Month
Wardlaw Claims Service and Risk Solutions - Irving, TX | 07.2025 - 08.2026
- Audited 20-25 mitigation claims weekly by preparing comparative estimates against industry regulations, guidelines, and client standards.
- Negotiated pricing discrepancies with mitigation vendors and client companies, maintaining clear email and phone communication until estimates were resolved.
- Improved review accuracy by streamlining processes and applying quality control measures across mitigation estimate reviews.
- Reviewed high-priority claims with careful attention to compliance risks, reducing exposure tied to non-compliant client and industry standards.
Licensed- All Lines Claim Adjuster II
1 Year 8 Months
Bluefire Insurance Services, Inc. - Farmers Branch, TX | 11.2023 - 07.2025
- Managed 40-50 moderate to high complexity auto liability claims weekly, applying company protocols to resolve files within policy limits.
- Verified coverage by reviewing policy language and partnering with coverage counsel on more complex matters.
- Conducted focused investigations by gathering documents, taking recorded statements, and confirming claim facts with involved parties and agencies.
- Established timely reserves by estimating claim valuation and following company handling protocols.
- Identified subrogation, salvage, and potential fraud opportunities, then referred files to Recovery or SIU teams for further review.
- Maintained compliance with state and local requirements while documenting files accurately and meeting quality and cycle-time standards.
Help Desk Support Specialist II
3 Months
NCR - Frisco, TX | 08.2023 - 11.2023
- Tracked 500+ service requests weekly for ATM locations and maintenance vendors, then routed work appropriately.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Documented on-site ATM issues clearly, capturing next steps for repair, maintenance, and escalations.
- Verified root causes with clients and customers to support accurate troubleshooting and repair decisions.
- Communicated with ATM customers and vendors by phone to coordinate updates and escalation handling.
- Drew on technical troubleshooting and problem-solving to improve first-contact resolution across support cases.
Licensed- All Lines Claims Adjuster
1 Year 7 Months
GEICO - Richardson, TX | 11.2021 - 06.2023
- Handled 20-25 inbound calls daily from insured customers, claimants, and related parties to update and process auto liability claims.
- Reviewed police reports, medical records, photos, and videos to determine liability and support claim decisions.
- Responded to letters of representation from policyholder and claimant attorneys within company and industry guidelines.
- Assigned medical and third-party vendor lien requests to the appropriate department for review and handling.
- Negotiated favorable settlements with claimants, attorneys, and insurance carriers to reduce company financial exposure.
- Maintained follow-up communication with policyholders, claimants, and vendors to provide claim updates, repair status, and payment next steps.
Customer Support Representative
3 Years
Health Equity - Irving, TX | 10.2018 - 10.2021
- Created and submitted [number] claim cases weekly for reprocessing after reviewing supporting information and request details.
- Handled 150 customer calls weekly to gather details, analyze needs, and resolve benefit inquiries promptly.
- Explained consumer-directed benefit plans, policies, and account parameters to answer member questions accurately.
- Verified account balances, eligibility, and potential tax savings across FSA and HSA accounts.
- Checked healthcare debit card status and transaction activity to support account-related customer questions.
- Reviewed approved and denied claims, then advised members on next steps and available options.
- Updated customer web profiles and maintained accurate account information for ongoing service support.
Commissions Dept/ Sales Incentive Team Supervisor
2 Years 11 Months
Nerium International LLC - Addison, TX | 09.2015 - 08.2018
- Reviewed and approved 70 to 100 sponsorship changes weekly across sales teams in line with company policy and guidelines.
- Managed performance reviews for 10 to 15 employees, analyzing individual achievements and workforce trends to guide coaching priorities.
- Aligned new-hire and ongoing training with business goals to support team targets and daily execution.
- Partnered with cross-functional support groups to resolve operational issues through defined processes and sound judgment.
- Trained new staff on commission related procedures, systems, and performance expectations.
- Documented coaching, corrective actions, and performance improvement plans to help staff meet key performance indicators.
- Handled escalated calls from sales members regarding commissions, incentive questions, and compensation policy clarification.
- Managed a diverse group of employees to ensure timely completion of projects while maintaining high-quality standards.
Education
High School Diploma
South Oak Cliff High School - Dallas, TX
05-1997
- National Honor Society Member
- National Spanish Honor Society
- International Baccalaureate
- Academic Decathlon
- Completed AP course in Math, Science, English, and Economics
- Ranked in Top 10% of class
- Extracurricular Activities: Music
Skills
Claims investigation
Coverage verification
Liability assessment
Settlement negotiation
Records management
Customer communication and empathy
Critical thinking
Insurance policy language
Timeline
Mitigation Review Specialist
Wardlaw Claims Service and Risk Solutions
07.2025 - 08.2026Read more
Licensed- All Lines Claim Adjuster II
Bluefire Insurance Services, Inc.
11.2023 - 07.2025Read more
Help Desk Support Specialist II
NCR
08.2023 - 11.2023Read more
Licensed- All Lines Claims Adjuster
GEICO
11.2021 - 06.2023Read more
Customer Support Representative
Health Equity
10.2018 - 10.2021Read more
Commissions Dept/ Sales Incentive Team Supervisor
Nerium International LLC
09.2015 - 08.2018Read more
South Oak Cliff High School - High School Diploma,
Read more