Janet L Thornton
Bland,VA
Summary
Personable Auto Claims Adjuster with a 8 years background in preparing insurance policies and claims for vehicle damages. Superb knowledge of resolution and claim settlement procedures. Familiarity with general liability procedures and auto insurance policies. Outstanding verbal and written communication traits to keep calm under pressure. Excellent time management skills.
Overview
15
15
years of professional experience
Work History
Non-Injury Auto Claims Adjuster
USAA
Remote, NC
09.2016 - 10.2021
- Successfully completed 8 weeks of training and obtained Claims Adjuster license for all 50 states.
- 5 years working successfully in high call volume call center setting.
- Processed Total Loss claims for members and claimants
- Reviewed and discussed vehicle estimates with members and claimants.
- Evaluates insurance policy for proper determination of coverage; educate and inform members regarding policy and claims process.
- 4+ experience working remotely while regularly exceeding company metrics of closure ratio metrics, adherence, and member satisfaction surveys.
- Negotiated with claimants to settle claims and issued payouts.
- Experience investigating complex auto liability decisions involving 2+ vehicles.
- Identified suspicious claims, escalating issues to SIU for further investigation and analysis.
- Filed first notice of loss from members at scene of accident and worked claims from start to finish.
- Obtained recorded statements from members, claimants, witnesses and police officers.
- Multi-tasked while taking calls documenting claims files, checking insurance coverage and demonstrating empathy and compassion on every call connecting with members.
- Examined photographs and surveillance and any other documents relating to claims.
- Mentored 3+ new employees in customer service, total loss handling, call flow and diary management.
Marketing Pipeline Analyst
Aerotek: Working For Ecova
Spokane , WA
06.2013 - 01.2015
- Reviewed marketing department's monthly analysis of customer acquisition data and campaign performance and made recommendations for improvement.
- Initiated market research studies and analyzed findings.
- Assessed KPIs to achieve in-depth understanding of campaign performance.
- Monitored user behavior and lead generation.
- Analyzed third-party data and investigated new growth opportunities.
- Tracked key metrics and developed spreadsheets and data models.
- Administrator for Salesforce software.
- Pulled and analyzed data from marketing software such as: InsideView, Pardot, Hoovers, Data.com, as well as from my independent internet research.
- Employee of the month May 2014.
- Worked in office and remotely.
District Sales Manager
Creative Outdoor Advertising
Spokane , WA
10.2011 - 01.2014
- Managed bus stop bench advertising for Spokane, WA metropolitan territory of over 700,000 population.
- Worked remotely successfully hitting monthly sales metrics.
- Sold out established bench locations within 9 months and worked with city to add additional 30 locations.
- Negotiated contracts for both new accounts and renewals.
- Identified prospective customer leads using internet research, cold calling, phone calls, and email.
- Provided excellent customer service and problem solving with renewal ratio of 85%
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
Personal Lines Insurance Manager
AAG Insurance
Davenport , WA
08.2007 - 07.2010
- Successfully passed P&C licensing on first attempt within 30 days of hire.
- Managed department with 2.5M renewals for all personal lines policies, including auto, home, renters, RV, watercraft, and umbrellas.
- Wrote new personal lines policies with 14 different companies for independent agency.
- Reviewed files for cross selling and analysis to provide best coverage for clients and cost savings.
- Received top sales recognition for new policy sales.
- Trained 3 employees and implemented paperless system converting paper files to electronic files and assisted other offices as needed.
- Known for calm personality and ability to diffuse stressful situations both in office and on phone.
Community Days Coordinator
Davenport Chamber Of Commerce
Davenport , WA
06.2009 - 09.2010
- Volunteer position organizing community days celebration for Davenport, WA, population of 1500.
- In 2009, took over event 7 weeks prior to scheduled date, increasing event from 4 hours on Saturday to 3 full days of events.
- Increased fundraising for 2010 events by 75%.
- Created new events that included chalk art contest, belly flop contest, miniature golf course, increased vendors and kids events.
- Planned events, managed volunteers, negotiated all costs and donations.
Health Unit Coordinator for Acute Care/ER Unit Secretary
Lincoln County Hospital
Davenport , WA
05.2006 - 08.2007
- Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
- Provided concierge service to assist patients and families and direct them to available resources.
- Assisted with processing patient admissions, transfers and discharges.
- Transcribed physician orders accurately and alerted nurses to new orders, single orders and stat medications.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Responded to patient call lights to expedite appropriate follow-through.
- Assembled and maintained patient medical records and other documents related to patient care.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Answered phone calls and messages for 5 physicians and 25 bed medical facility, scheduling appointments and handling patient inquiries.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits.
- Received and routed laboratory results to correct clinical staff members.
Education
B.S. Professional Management - Business Management
Henry Cogswell College
Everett, WA05.2005
Skills
- Claims handling
- Customer service expertise
- Knowledgeable in Salesforce
- Conflict Resolution
- Attention to Detail
- Data Entry
- Dependable and Responsible
- Critical Thinking
- 70 wpm
- Remote working
- Experience with Excel and Word
- Excellent phone handling skills
Timeline
Non-Injury Auto Claims Adjuster
USAA
09.2016 - 10.2021
Marketing Pipeline Analyst
Aerotek: Working For Ecova
06.2013 - 01.2015
District Sales Manager
Creative Outdoor Advertising
10.2011 - 01.2014
Community Days Coordinator
Davenport Chamber Of Commerce
06.2009 - 09.2010
Personal Lines Insurance Manager
AAG Insurance
08.2007 - 07.2010
Health Unit Coordinator for Acute Care/ER Unit Secretary
Lincoln County Hospital
05.2006 - 08.2007
B.S. Professional Management - Business Management
Henry Cogswell College