JOHN SMALLWOOD
Claims Specialest/Cloud Practictioner
Dallas,TX
Summary
Business-minded professional with exemplary skills in customer service, time management and service coordination. Passion to serve, bringing over 5+ years of in depth customer service experience combined with superior organizational skills and negotiation abilities. Pursuing similar roles that will be conducive to professional/creative growth that will allow for ownership of the customer service experience.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
8
8
Certificates
Work History
Total Loss Claims Specialest
State Farm Mutual Automobile Insurance Company
Richardson, TX
06.2022 - Current
- Examined claim forms and documents to ensure jurisdictional adherence was kept during handling of total loss claims.
- Resolved disputes posed by insureds, claimants and attorneys in regards to complex total loss situations.
- Negotiated high value settlement agreements to ensure authority stayed within policy limits.
- Coordinated with attorneys who represented individuals involved in estates & bankruptcy in order to reach fair settlements.
- Performed with the highest degree of customer service & integrity on a daily basis. Was recognized on several occasions by upper management for incredible business acumen and 100% positive feedback from customers.
- Used various databases to research participants in order to uncover key information that would determine coverage of claims.
- Worked closely with team in order to develop streamlined claim processes, which led to quicker turnaround times for our insured and better customer satisfaction ratings.
- Assisted tier 1 claim associates whenever there was escalations or questions that was not within their scope of expertise. Provided positive feedback in order to help maintain path of growth.
- Completed real time vehicle evaluations in a virtual space with insureds, claimants and attorneys. Used said evaluations to create a settlement package & to gain agreement on amount to be payed.
- Compared evaluations against estimates to determine loss status of property within specific jurisdictional thresholds.
- Was trusted to use correct judgement and to operate within guidelines of selected policy with little to no supervision.
- Used various tools such as OneNote, Outlook, Skype & Microsoft teams to maintain a close connection with peers virtually.
Independent Adjuster
Houston, Tx
03.2020 - Current
- Negotiated settlement of claims of varying complexity and peril, achieving prompt, fair and equitable settlement of claim in cases of policy liability.
- Managed over 50 customer calls on any given day.
- Conducted prompt, thorough and fair investigation by obtaining relevant facts to determine coverage, origin and extent of loss.
- Worked using exceptionally high level of integrity and maintained with exemplary customer service.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Examined claims forms and other records to determine insurance coverage.
- Followed up with insured individuals regarding premium and deductibles payments.
- Evaluated all evidence with ultimate goal of creating positive outcomes for client's claims.
- Kept electronic claim files properly documented with accurate, clear and timely information and reports reflecting adjustment activities and substantiating any payments made.
- Prepared summaries of damage, payments and policy coverage.
CCA Operator
Lockheed Martin
Lufkin, TX
10.2019 - 03.2020
- Maintained strict levels of privacy and high levels of clearance.
- Maintained safe working environment by identifying and correcting potential safety concerns and hazards.
- Operated equipment according to specifications and in alignment with designated safety standards.
- Oversaw and monitored all daily functions, timeliness, quality of workmanship and completion of work.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Gained experience and recognition to analyze and follow manuals, schematic diagrams, blueprints and other specifications
- Interpreted job site supervisor's orders and technical documentation to complete accurate work.
Sales Consultant/B2B Sales Consultant
AT&T
Lufkin, TX
11.2016 - 10.2019
- Demonstrated exceptional customer service and provided completed solutions to both business and consumer customers.
- Successfully assisted customers with technical hardware or billing issues by effectively engaging in various troubleshooting steps.
- Obtained highest customer satisfaction score in store and region on several occasions.
- Was nominated to travel and attend Apple training with management.
- Was able to provide key input to my team leading to us overcoming sales objections.
- Worked in fast-paced environment daily, I was able to multitask and assist my team while still completing my tasks.
- Served 200+ customers monthly from various backgrounds and with different expectations.
- Worked in team-based setting, developed and maintained exceptional relationships with my peers.
- Used Microsoft Word and other software tools to create documents and other communications.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
DSP1
LFSSLC
Pollok, TX
06.2015 - 11.2016
- Monitored progress and documented over 5+ patient's health status changes to keep care team updated.
- Used effective communication and customer service skills when conversing with patient family.
- Consulted with different healthcare disciplines to offer important mental health support to patients.
- Led patient or group recreational activities for enhanced patient outcomes.
- Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
- Liaised with key accounts to deliver targeted administrative household support.
- Monitored clients' overall health and well-being and noted significant changes.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Entrusted to handle confidential and sensitive situations in professional matter.
Blue Print Operator
Industrial Rig Lighting
Brenham, Tx
05.2013 - 06.2015
- Worked with condensed teams to become lead suppliers of T-12 fixtures to oil industry companies,
- Coordinated with incoming drivers to guarantee smooth transfers of merchandise.
- Kept and maintained detailed documentation of orders, pick up times, and merchandise parts.
- Actively attended weekly team meetings and implemented any feedback that could help create more efficient work processes.
- Analyzed blueprints to diagnose potential electrical hazards and carry out risk assessments prior to starting new jobs.
- Planned layout and installation of electrical wiring, equipment and fixtures based on specifications and applicable code.
- Enhanced quality control by inspecting condition of equipment and tools.
- Launched troubleshooting and tests on equipment post-installation to confirm compatibility and safety of electrical systems.
- Owned and addressed client needs and product issues from inception to resolution.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Identified areas of potential state safety code violations and implemented revisions.
Education
Associate of Applied Science - Cloud Computing
El Centro College
Dallas, TX 03.2020 - Current
Skills
Advanced oral and written communication skills
TX-All Lines & additional 10 state Claims Adjuster Licenses
Personal, casualty and property/auto loss
Valuation knowledge
Policy investigations
Insurance policy coverage knowledge
Advanced computer & organization skills with a focus in AWS/Linux
Report preparation
Complaint resolution
Advanced customer service/negotiation skills
CAT Experience
Auto Total Loss Experience
Complex/Determining Liability/Investigation/Negotiation
AWS Cloud Practitioner
Certification
Amazon Web Services Cloud Practitioner
Timeline
Total Loss Claims Specialest
State Farm Mutual Automobile Insurance Company
06.2022 - Current
State Farm Property - Estimatics
09-2021
State Farm Property - Policy
09-2021
Sate Farm Auto
09-2021
Auto 101 Training (Safety, Determination of Damage, and Hands on Auto Inspection)
07-2021
Xactimate 28 Training
07-2021
Texas All-Lines License, OK, LA, MS, SC, AL, FL, MI, AR, KY
07-2021
Amazon Web Services Cloud Practitioner
05-2020
Independent Adjuster
03.2020 - Current
Associate of Applied Science - Cloud Computing
El Centro College
03.2020 - Current
J-STD-001 IPC Certified
03-2020
CCA Operator
Lockheed Martin
10.2019 - 03.2020
Sales Consultant/B2B Sales Consultant
AT&T
11.2016 - 10.2019
DSP1
LFSSLC
06.2015 - 11.2016
Blue Print Operator
Industrial Rig Lighting
05.2013 - 06.2015