Joseph Wuoi
Nashville,TN
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
13
13
years of professional experience
Work History
Casualty Claims Analyst II
Allstate Insurance Company
09.2017
- Handled complex claims involving moderate to serious bodily injuries to claimants
- Providing prompt, courteous, and excellent customer service to our customers throughout the claim lifecycle
- Maintained a customer service rating greater than 95% satisfaction
- Contacting insured and claimant to gather facts of loss and statements and documenting file for quick and efficient resolution
- Maintained empathy and established rapport with customers throughout the call
- Excellent ability to synthesize information and communicate it to the business unit leadership
- Worked effectively with outside legal counsel to review case law that resulted in favorable resolution of an exposure of $500,000 to the company
- Gathered information from sources such as police departments, third party carriers and administrators, medical providers, and outside attorneys to achieve proper resolution of claims
- Expeditiously and diligently investigated liability and damages to aid in efficient subrogation and recovery process
- Reviewed medical records to understand coding for service rendered and appropriate billing, and other information that would help in reaching a fair and equitable settlement
- Coordinated with CMS/Medicare and Medicaid to establish primary payor and reduce business unit’s exposure to penalties and interest accruals
- Determined the liability of claims, policy coverage, risk analysis, and policy limits and keeping insured informed of material developments throughout the claim lifecycle
- Collaborated with special investigation unit team to identify those claims that required referral for further investigation
- Negotiated and settled claims by being thoroughly prepared and fairly evaluating claims value
- Following up with injured claimants to monitor progress and updating reserves accordingly to limit financial impact to the business unit
- Utilized industry-wide evaluation systems to fairly evaluate a claim value
- Performed other tasks and responsibilities such as mentoring teammates and being part of a select group of adjusters conducting Root Cause Problem Solving (RCPS) to help identify areas of process improvement within the claims department and served on the arbitration forum resolving liability and damages for other carriers.
ATS Safety Analyst
Amazon
01.2022 - Current
- My goal is to ensure the safety of Amazon associates and customers in North America through thorough analysis of behaviors that lead to accidents involving Amazon assets and sites, with the goal of maintaining safety at our facilities and maintaining healthy availability of our assets to optimally serve our customers
- Review incidents across sites and make recommendations on suspending a carrier, coaching a carrier, or banning a carrier from hauling loads for Amazon
- Analyzing carrier’s FMCSA to determine if a carrier should be reinstated to haul loads for Amazon
- Plan and conduct accident investigations involving carriers hauling loads for Amazon and documenting damages and working with risk management and claims on recovering damages caused by negligent carrier
- Working with legal team to identify ways to identify, quantify and augment risk reduction involving Amazon assets
- Authoring weekly flash regarding incidents across Amazon site/facilities for Middle Mile Program Managers team
- Performing other tasks as assigned and special projects.
Fleet Claims Specialist
Amazon
04.2021 - 02.2022
- Interact with carriers and customers to obtain facts, explain claims processes, and provide high quality service to achieve a positive customer experience
- Plan and conduct investigation to determine liability and damages
- Assesses actual damages associated with claims and conducts negotiations to settle claims within assigned authority and achieve the best possible outcome
- Thoroughly document and/or code the claim file and complete all claim closure and related activities in the assigned claims management system
- Use claims system to properly document files (resolution strategy, supporting evidence, negotiations, etc.)
- Utilize and navigate various internal and external websites and tools to file and manage claims
- Work effectively with TOM/TEM/Safety/ROC Teams and other stakeholders to maintain a healthy asset pool
- Work with TEM team members to help identify carrier caused accidents that negatively impact AZNG asset health and availability
- Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim
- Evaluate the financial value of the equipment loss
- Schedule and coordinate asset repairs with ATS preferred maintenance vendors
- Refer claims to other company units to be advised on as needed (e.g., Legal, Risk, Compliance, Loss Prevention)
- Performing other tasks and projects necessary to achievement of overall team’s goals.
Claims Service Adjuster
Allstate Insurance Company
01.2014 - 09.2017
- Delivered excellent and timely customer service throughout all stages of a claim lifecycle by being empathetic and maintaining rapport and timely follow ups
- Contacted insured and claimant to gather facts of loss and statements
- Contacted third party carriers, and other participants such as police departments, attorneys to gather information to aid in quick and timely disposition of claims
- Effectively negotiated complex claims by being thoroughly prepared and open-minded to counter-arguments and how to address new information presented
- Determined the liability, policy coverage, risk exposure, policy limits and established reserves accordingly to reduce financial impact on the business unit
- Escalated complex claims to appropriate performers/departments and assisted with documentation and strategy
- Worked closely with the special investigation unit to investigate unusual claims
- Performed other tasks and responsibilities such as mentoring team members and being on root cause problem solving team that helps identify areas of process improvement to increase efficiency within the business unit and wider claims ecosystem.
Biometrics Technician/Contractor
Northrop Grumman Technical Services/GTM
05.2011 - 01.2015
- Captured and analyzed biometric data of applicants seeking USCIS benefits and UK and Canadian visa applicants, and other clients
- Answered questions regarding USCIS benefits and providing customer service
- Provided prompt and courteous service to applicants resulting in excellent customer evaluations
- Our customers rate us highly in terms of quality service, courtesy, and promptness
- Performed quality assurance of fingerprints and biometrics data before being transmitted to the clients such as DHS.
Education
Bachelor of Science - Geography
Penn State University
University Park, PAMinor - Economics
Master of Business Administration - Finance
Duquesne University
Pittsburgh, PASkills
- Microsoft Office applications (Excel, Word, PowerPoint, and Access), programming and analytical skills (SQL, Python), excellent organizational skills, excellent customer service skills, problem-solving skills, critical & strategic thinker, excellent presentation (storytelling) and communication skills, and effective interaction with internal and external customers through tactful interpersonal and relationships development
Alternative Phone
615-682-2714
References
References available upon request
Timeline
ATS Safety Analyst
Amazon
01.2022 - Current
Fleet Claims Specialist
Amazon
04.2021 - 02.2022
Casualty Claims Analyst II
Allstate Insurance Company
09.2017
Claims Service Adjuster
Allstate Insurance Company
01.2014 - 09.2017
Biometrics Technician/Contractor
Northrop Grumman Technical Services/GTM
05.2011 - 01.2015
Bachelor of Science - Geography
Penn State University
Minor - Economics
Master of Business Administration - Finance
Duquesne University
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