Jennifer Amerson

• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Collaborated with STARS partners to ensure proper repairs were performed
• Conducted inspections of vehicle repairs in the field, and at STARS facilities prior, during and after repairs.
• Conducted regular reviews of STARS shops and identified areas for improvement and provided coaching to improve estimate and supplement out comes.
• Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable.
• Evaluates vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
• Collaborates with 3PRM on vendor footprint to balance member needs and operational resources.
• Responsible for complaint and payment discrepancy resolution within the vendor MOI.
• Provides direction as needed on borderline Total Loss situations.
• Accountable for providing decisions and insight on physical damage losses within authority granted and advances requests for further authority as needed.
• Acquires and applies advanced knowledge of P&C insurance industry products, services, contracts and internal processes and procedures to ensure compliance.
• Supports workload surges and/or Catastrophe Operations, as needed.
• Assists with managing output/throughput and associated USAA adherence guidelines affiliated with Auto Physical Damage processes (e.g., Rental, Alternative Parts Utilization, Vehicle Owner Communication, Assignment Completions).
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Over saw the STARS shops in the Panhandle of Florida

• Conducted inspections of vehicle repairs in the field, and at STARS facilities prior, during and after repairs.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Collaborated with STARS partners to ensure proper repairs were performed on vehicles.
• Conducted regular reviews of STARS shops and identified areas for improvement and provided coaching to improve estimate and supplement out comes.
• Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable.
• · Evaluates vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
• Collaborates with 3PRM on vendor footprint to balance member needs and operational resources.
• Responsible for complaint and payment discrepancy resolution within the vendor MOI.
• Provides direction as needed on borderline Total Loss situations.
• Accountable for providing decisions and insight on physical damage losses within authority granted and advances requests for further authority as needed,
• Acquires and applies advanced knowledge of P&C insurance industry products, services, contracts and internal processes and procedures to ensure compliance.
• Supports workload surges and/or Catastrophe Operations, as needed.\
• Assists with managing output/throughput and associated USAA adherence guidelines affiliated with Auto Physical Damage processes (e.g., Rental, Alternative Parts Utilization, Vehicle Owner Communication, Assignment Completions).
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Mitigated potential fraud risks by identifying suspicious claims patterns and promptly escalating concerns to management.
• Inspected vehicles in the field, repair facilities, and at Copart.
• Wrote estimates and ran vehicle value to determine reparability.
• Worked on Numerous Catastrophe.
• ·Responsible to approving and handling supplements in vehicle repair reprocess.

• Supervised and managed shop operations and tasks.
• Developed estimates by costing parts, supplies and labor and calculating customers' payments.
• Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
• Examined damaged vehicles to determine degree of structural and mechanical damage.

• Scheduled vehicles for estimate and repairs.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.