JUSTIN RAMIREZ

Jan 2024 – Present

• Manage 50+ complex catastrophe claims weekly across multiple states while maintaining high standards for claim accuracy, customer service, cycle time, quality, and regulatory compliance.
• Directed a team of 10+ adjusters, offering technical guidance, claim-handling support, and real-time coaching during high-volume catastrophe events.
• Train and onboard new adjusters, developing technical proficiency, system knowledge, field inspection capabilities, and adherence to claims processes and best practices.
• Assist with the hiring and selection process, including candidate evaluation, onboarding, and integration of new team members.
• Coaching and mentoring newer adjusters on claim handling, technical development, and career progression, helping them pursue specialized roles and expand their expertise.
• Act as a technical resource and subject-matter expert, assisting peers with complex claims, troubleshooting, and best practices.
• Conduct field and virtual inspections utilizing CCC ONE, Mitchell, Audatex, and Xactimate to accurately assess vehicle damage and repair needs.
• Evaluate liability, coverage, damages, and repair estimates to ensure accurate, compliant, and timely claim resolutions.
• Collaborate with repair facilities, appraisers, rental vendors, policyholders, and internal stakeholders to expedite complex claim resolutions and improve customer outcomes.
• Achieved Adjuster of the Year recognition for exceptional performance, leadership, and contributions to the organization.

• Directed catastrophe claims operations supporting multiple national insurance carriers during large-scale catastrophe events.
• Provided leadership, coaching, and performance oversight for more than 200 independent catastrophe adjusters across FNOL, Auto Property, Estimatics, Total Loss, and CAT operations.
• Directed the catastrophe training and onboarding program, planned and delivered nationwide training initiatives that prepared more than 300 independent adjusters for catastrophe deployments.
• Maintained 98%+ customer satisfaction while balancing production goals, regulatory compliance, operational efficiency, and quality standards.
• Oversaw catastrophe operations averaging 50 claims per week while consistently meeting service-level agreements and client expectations.
• Functioned as the primary escalation resource for complex claims, delivering technical claim guidance.
• Developed KPI dashboards and operational reporting using advanced Microsoft Excel to support leadership decision-making.
• Partnered with carrier leadership to improve workflows, reduce cycle times, and enhance operational performance.
• Built a culture of accountability, collaboration, continuous improvement, and professional development.

• Managed end-to-end auto property claims for State Farm policyholders from initial inspection through final settlement.
• Conducted field inspections, damage assessments, and prepared accurate repair estimates using CCC ONE.
• Evaluated liability, coverage, and policy provisions to determine appropriate claim outcomes and ensure compliant resolutions.
• Communicated directly with policyholders, repair facilities, and third-party vendors to coordinate repairs and resolve claim-related issues.
• Handled high-volume claim assignments in a fast-paced environment while maintaining accuracy, compliance, and strong customer service standards.
• Ensured all claims were properly documented in accordance with carrier guidelines and regulatory requirements.
• Supported catastrophe and non-catastrophe assignments as needed, adapting quickly to changing workloads and field conditions.