Kacey Terranova
Killingly,CT
Summary
Experienced Senior Claims Representative & Training Lead with a strong background in auto physical damage claims, team support, and training development. Known for mentoring new and tenured adjusters, improving workflow efficiency, and ensuring accurate, timely, and compliant claim handling. Adept at managing complex claims, resolving escalations, and collaborating across departments. Recognized for leadership, communication, and the ability to guide teams through process changes and performance expectations. Seeking to transition into a Claims Supervisor role to further support team development and operational excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Claim Representative Senior & Training Lead
MAPFRE
Webster, MA
09.2021 - Current
- Serve as the primary training lead for new and existing adjusters, providing coaching to a Team of 10+, job‑shadowing, and ongoing skill development.
- Support supervisors by reinforcing performance expectations, answering complex claim questions, and guiding adjusters through difficult files.
- Handle advanced and escalated claims requiring strong judgment, coverage interpretation, and negotiation skills.
- Conduct informal file reviews to ensure accuracy, compliance, and adherence to company standards.
- Assist with onboarding, system training, and workflow education for new hires.
- Act as a subject‑matter expert for claims processes, documentation, and customer communication.
- Collaborate with supervisors, quality teams, and other departments to resolve issues and improve operational efficiency.
- Processed and evaluated insurance claims to ensure compliance with company policies and regulations.
PCA
Day Kimball Healthcare
Putnam, CT
01.2018 - 09.2021
- Assisted patients with daily living activities, promoting independence and comfort.
- Monitored vital signs, documenting changes to inform healthcare teams.
- Collaborated with nursing staff to ensure comprehensive patient care.
- Educated patients on health maintenance and medication adherence.
- Implemented safety protocols, reducing risks within patient environments.
- Trained new staff on best practices for patient assistance procedures.
- Conducted regular assessments to identify patient needs and adjust care plans accordingly.
Senior Unit Leader
PartyLite
Killingly, CT
01.2015 - 01.2020
- Led team in executing strategic sales initiatives, driving revenue growth and enhancing market presence.
- Collaborated with cross-functional teams to enhance customer experience, ensuring alignment with brand standards and values.
- Managed inventory levels effectively, implementing systems for tracking and forecasting demand across multiple channels.
Claim Representative II
MAPFRE
Webster, MA
01.2009 - 10.2014
- Managed high‑volume auto physical damage claims from FNOL through settlement.
- Scheduled appraisals, coordinated repairs, arranged rentals, and processed payments.
- Maintained strong customer satisfaction and audit accuracy.
- Worked closely with auto body shops, appraisers, and customers to ensure timely repairs.
- Managed over 50 customer calls per day.
Education
High School Diploma -
Woodstock Academy
Woodstock, CT06-1996
Skills
- Leadership & mentoring
- Training & onboarding
- Claims expertise - coverage review and liability assessment
- Strong communication
- Problem‑solving & decision‑making
- Organization & time management
- Empathy, patience, and professionalism
- Escalation resolution
Certification
Legal Principles,
FCLA,
Currently enrolled in classes for AIC through The Institutes.
Timeline
Claim Representative Senior & Training Lead
MAPFRE
09.2021 - Current
PCA
Day Kimball Healthcare
01.2018 - 09.2021
Senior Unit Leader
PartyLite
01.2015 - 01.2020
Claim Representative II
MAPFRE
01.2009 - 10.2014
High School Diploma -
Woodstock Academy