Jennifer R Carrell
San Antonio,TX
Summary
Accomplished auto injury leader experienced in Claims call center, metrics, and complex processes. Strong ability to develop and sustain high performing teams with strong communication skills. Vast experience in efficiency, productivity, and customer satisfaction through quality mentorship and acting manager efforts. Exercise flexibility as needed in various business needs such as catastrophe, acting manager, project support and excessive queues.
Overview
24
24
years of professional experience
Work History
Casualty Claims Examiner
USAA
San Antonio, TX
09.2019 - Current
- Investigated and evaluated complex auto claims, negotiating adjustments as needed.
- Determined severity of claims involving broken bones, bodily injuries, Uninsured Motorist (UM), and Underinsured Motorist (UIM).
- Assessed legal liability while ensuring compliance with state regulations and operational risk management.
- Executed work assignments independently to resolve problems efficiently.
- Recognized life events to understand member needs and deliver tailored solutions.
- Handled escalations, making decisions aligned with policy guidelines.
- Served as a mentor to team members through engagement practices and regular coaching.
- Supported projects as a subject matter expert, enhancing FNOL, communication, and injury processes.
Injury Review Team (Rotation) – Auto Adjuster II
USAA
07.2018 - 09.2019
- Company Overview: USAA Classification: Public
- Requested and reviewed DPS audits from Auto Injury Solutions.
- Evaluated Medical Demands to include Medical Bills and treatment records.
- Organized all content that was reviewed and enter properly into the Injury Evaluation Tool.
- Entered all injury information from the Injury Evaluation tool into the Colossus system to provide a settlement range for the handling adjuster.
- Handled claims in a professional manner which is compliant with state regulations.
- Mentored and supported coworkers in transition to the team, to include coaching and providing feedback.
- USAA Classification: Public
Auto Adjuster II
USAA
01.2010 - 07.2018
- Company Overview: USAA Classification: Public
- Provided AUTO/CASUALTY claims service via internal channels (phone/email/fax/mail/other electronic channels) to members and third-party customers.
- Adjusted moderately complex auto claims. Severity of claims includes soft tissue losses involving neck injury, back injury, and PIP/Med Pay.
- Acquired and applied intermediate knowledge of P&C insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures.
- Collaborated with team members to resolve issues and to identify appropriate issues for escalation.
- Partnered and/or directed vendors and internal business partners to facilitate claims resolution.
- Contributed to business goals, performance metrics and effectively uses tools & technology.
- Supported workload surges and/or Catastrophe Operations as needed to include working significant overtime during designation.
- Mentored fellow coworkers and provided consistent coaching and guidance related to a variety of aspects associated to the claim including but not limited to the investigation, evaluation, negotiation, settlement, and subrogation.
- USAA Classification: Public
First Party Casualty Claims Adjuster
USAA
01.2007 - 12.2010
- Company Overview: USAA Classification: Public
- Investigated, and adjusted moderately complex to complex auto and injury claims presented by our insured to ensure claim validity, legal liability, and settlement value.
- Established and monitored appropriate claim reserves. Evaluated and negotiated settlement of claims within established settlement authority limits.
- Referred files to appropriate departments as file investigation warrants. Considered alternative methods of settlement.
- Created loss reports, confirm coverages, explain procedures, and answer inquiries for adjusting auto claims.
- Know our members, understand their needs, and provide appropriate solutions.
- Provided training, file handling guidance, and coaching to less experienced claims staff.
- Liaison to the MBA Coordinator for the Contracting company Auto Injury Solutions.
- Assisted in the instruction and facilitated employees and management in a classroom/ lab environment.
- Coached, and mentored new first party claims adjusters.
- Monitored daily management reports to evaluate employee performance level and provide feedback.
- Distributed adjuster's medical mail and bills.
- Communicated and coordinated with other region's MBA Coordinators.
- Communicated system updates to managers and coworkers.
- USAA Classification: Public
Non Injury Auto Adjuster III
USAA
10.2004 - 04.2007
- Company Overview: USAA Classification: Public
- Provided Auto/Casualty claims service via internal channels (phone/email/fax/mail/other electronic channels) to members and third-party customers.
- Adjusted moderately complex to complex auto claims.
- Acquired and applied advanced knowledge of P&C Insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures.
- Served as a resource to less experienced team members on escalated issues of a routing nature.
- Partnered and/or directed vendors and internal business partners to facilitate claim resolution.
- Contributed to business goals, performance metrics and effectively used tools and technology.
- USAA Classification: Public
Member Service Specialist
USAA
03.2001 - 10.2004
- Company Overview: USAA Classification: Public
- Adjusted and underwrite auto, renters, homeowners, and VPP policies.
- Identified member needs, beyond P&C policies, to build relationship and prevent gaps in coverage.
- Educated and offered appropriate corporate products to members.
- Assisted members with billing to include referring to USAA.COM, adjusting of APP and various credit card services.
- USAA Classification: Public
Education
MBA - Applied Administration
University of The Incarnate Word
San Antonio, TX12.2022
BA - Organizations and Development
University of The Incarnate Word
San Antonio, TX01.2005
Skills
- Call center operations
- Mentorship and training
- Organizational development
- Administrative support
- Independent and collaborative work
- Fast-paced adaptability
- Task coordination
- Reliability and management
- Team leadership
Additional Projects
- IES (Injury Evaluation Solutions) Implementation: Pilot, trained and mentored teams with new IES system rollout. Continue to do Refresher training when requested.
- Injury Review Team: Created and met with IRT team for training/house call. Also mentored and trained new employees.
- Claims Video Upload Implementation: As assigned SME, I assisted with development and implementation of claims video upload.
- Awarded Innovation Ice Idea for Claims datafill
- Assisted Colossus Business Owners and IT with incident issues involving Colossus work stoppage throughout the company.
- Selected as MST liaison to participate in Town Hall and communicate directly with VP Claims Ops.
Timeline
Casualty Claims Examiner
USAA
09.2019 - Current
Injury Review Team (Rotation) – Auto Adjuster II
USAA
07.2018 - 09.2019
Auto Adjuster II
USAA
01.2010 - 07.2018
First Party Casualty Claims Adjuster
USAA
01.2007 - 12.2010
Non Injury Auto Adjuster III
USAA
10.2004 - 04.2007
Member Service Specialist
USAA
03.2001 - 10.2004
MBA - Applied Administration
University of The Incarnate Word
BA - Organizations and Development
University of The Incarnate Word