Jay Fonteno
Waxahachie,USA
Summary
Detail-oriented professional with strong analytical and investigative skills, focused on driving organizational growth and success. Proven ability to deliver high-quality work while adapting to changing demands in fast-paced environments. Consistently maintains strong performance metrics and is open to relocation across the United States, fully authorized to work for any U.S. employer.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Catastrophe Property Claims Adjuster
Allstate Insurance
Dallas, TX
09.2024 - Current
- Managed complex wind, hail, and water catastrophe home claims, ensuring thorough review and timely settlement of supplementary files to facilitate customer recovery.
- Negotiated mitigation and restoration claims to accelerate settlement processes, effectively restoring properties to pre-loss condition.
- Led comprehensive damage investigations, leveraging internal resources and external experts to maintain a workload of over 120 claims per month while ensuring quality assessments.
- Coordinated and supervised field investigations, partnering with engineers, contractors, and cause-and-origin specialists.
- Performed onsite inspections to gather facts, evaluate damages, and prepare comprehensive estimates.
- Analyzed policy language to identify coverage issues early, ensuring timely and accurate investigation and loss analysis.
- Conducted detailed claim reviews to ensure accuracy, compliance, and fraud prevention.
- Created sketches and roofline diagrams, entering all data into Xactimate to produce precise, line-by-line repair estimates.
- Collaborated directly with policyholders to gather documentation, explain settlement outcomes, and clarify covered versus non-covered losses.
- Produced accurate, compliant repair estimates in accordance with industry and carrier estimating standards.
Customer Experience Specialist
Reserv (TPA)
Remote
10.2023 - 09.2024
- Showed empathy towards customers and policyholders involved in auto accidents while delivering high-quality service, assisting in providing relevant claim information to meet caller needs.
- Demonstrated attentive listening skills when addressing caller inquiries, offering informed guidance and setting clear expectations regarding claims process.
- Handle incoming phone inquiries from clients and policyholders to efficiently and effectively begin the process of filing first notice of loss claims for accidents.
- Executes a high level of proficiency in managing relationships with clientele and exhibits exceptional communication abilities, particularly emphasizing the importance of professionalism in all interactions.
- Exhibits an exceptional ability to handle high volumes of work with poise and effectively communicates with confidence and expertise. Skilled in managing difficult phone calls and adeptly resolving conflicts with frustrated clients.
- Established history of consistently surpassing performance metrics, goals, and key performance indicators. Skilled in efficiently handling claim files while effectively juggling tasks to deliver exceptional customer service.
- Presented proactive suggestions to manager to improve efficiency in claims process and enhance overall procedures, proficiently maneuvering through various systems and resolving issues independently.
- Demonstrated flexibility and perseverance while supporting colleagues through challenging tasks.
Catastrophe Property Claims Adjuster
Allstate Insurance
Dallas, TX
05.2022 - 09.2023
- Investigate claim damages using internal and external resources to exercise proper judgment and decision making to analyze over 120 claims per month.
- Managed claims for properties affected by wind, hail, or water incidents.
- Complete onsite inspection of properties to include investigating facts, evaluating damages and writing estimates.
- Review, decision, and settle supplement claims.
- Negotiated mitigation claims to restore properties to pre-loss conditions.
- Prepared sketch of floor plan and roofline and entered data into Xactimate to develop line-by-line item costs of damages.
- Meet with customers to collect documentation, explain settlement as well as covered/non-covered expenses.
- Conducted property assessments by photographing and scoping for defects and damage.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
- Evaluated contract language to identify coverage issues and developed files for accurate and timely investigation and loss analysis.
- Maintain an active file diary to move file toward resolution while recognizing and pursuing recovery. In addition, adhere to all statutory and regulatory fair claims practices.
- Recognize and identify potential fraudulent claims and effectively control the use, work product, and expenses of outside vendors.
- Flawlessly evaluate claim facts and negotiate claim settlements effectively.
- Handled increased workload during catastrophe operations by working overtime to ensure timely claims processing.
- Establish and maintain rapport with business partners including insureds, agents, and underwriters.
Property and Casualty Specialist
Liberty Mutual Insurance
Remote
08.2018 - 04.2022
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Resolved customer issues by following up on unresolved inquiries.
- Reported potential fraud or abuse to safeguard system integrity.
- Evaluated accuracy and quality of data entered into agency management system.
- Verified documentation for accuracy and validity in updated systems.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
- Coordinated with contracting department to resolve payer issues.
- Notified insurance agents and accounting departments of policy cancellations and changes.
Education
High school diploma -
Elsie Robertson High School
Lancaster, TX05-2004
Some College (No Degree) - Business
Mountain View College
Dallas, TXSkills
- Xactimate usage
- Damage assessment
- Claim negotiations
- Fraud detection
- Policy interpretation
- Data collection
- Data analysis skills
- Analysis skills
- Risk analysis
- Quality assurance
- Quality control
- Accounts receivable management
- Vendor management
- Organizational skills
- Team management
- Leadership
- Presentation skills
- Microsoft Excel
- Microsoft Office
- Microsoft Word
- Data entry
- Research
- Customer relationship management
- Customer service
- Negotiation
- Communication
- Effective communication
- Conflict management
- Conflict resolution
- Time management
- Relationship management
- People skills
- Supervising experience
- Property inspection
- Building evaluation
- Documentation review
- Windows
- Windows
- Team management
- Policy interpretation
Certification
Driver's License, Non-CDL Class C
Personal Information
Jay Fonteno
469-499-4239
Jayfonteno22@gmail.com
Accomplishments
- Exceeds expectations in metrics
- Claims Behavior Award Winner
- Customer loop Feedback (CLF) contest winner
- 2025 Allstate Commercial Selection
Timeline
Catastrophe Property Claims Adjuster
Allstate Insurance
09.2024 - Current
Customer Experience Specialist
Reserv (TPA)
10.2023 - 09.2024
Catastrophe Property Claims Adjuster
Allstate Insurance
05.2022 - 09.2023
Property and Casualty Specialist
Liberty Mutual Insurance
08.2018 - 04.2022
High school diploma -
Elsie Robertson High School
Some College (No Degree) - Business
Mountain View College