Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kathleen Westlake

Queen Creek,AZ

Summary

Focused candidate adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.


Organized and dependable with a high degree of accuracy. Advanced knowledge of online software, the ability to multitask with ease and prioritize work as needed. Detail-oriented team player with strong organizational skills.

Overview

13
13
years of professional experience

Work History

Inside Property Adjuster

Allstate Insurance
11.2021 - Current
  • Developed and implemented comprehensive community engagement strategies, fostering meaningful connections with diverse stakeholders to promote participation in programs and activities.
  • Ensured regulatory compliance across all activities within the adjusting process while maintaining strict adherence to privacy laws regarding sensitive client information.
  • Maintained organized case files throughout the adjustment process, enabling seamless handoffs between involved parties and promoting efficient claim resolution.
  • Enhanced customer satisfaction by providing prompt, accurate, and empathetic responses to inquiries throughout the adjustment process.
  • Utilized expert communication skills to prepare and deliver compelling presentations, reports, and training sessions, effectively conveying information to varied audiences.
  • Demonstrate proficiency in Microsoft Office suite, particularly Outlook, Word, Excel, and PowerPoint, to streamline administrative tasks and enhance communication efforts.
  • Conducted comprehensive reviews of coverage documents to ensure accurate interpretation of policy terms and conditions when determining coverage eligibility for each claim.
  • Applied problem-solving skills to identify challenges and develop innovative solutions, ensuring smooth implementation of company engagement initiatives.
  • Provided leadership and support to colleagues, interns, and volunteers, fostering a collaborative and inclusive work environment conducive to achieving organizational objectives
  • Provided training and mentorship to new adjusters on company policies and procedures, resulting in improved team performance and reduced learning curve for new hires.
  • Minimized financial exposure by identifying potential fraud indicators during claim investigations and promptly reporting findings to superiors.
  • Maintained meticulous records and documentation to track engagement metrics, evaluate program effectiveness, and support grant reporting requirements
  • Conducted a detailed review of properties and wrote estimates using systems including Xactimate, Xactanalysis, Next Gen etc. to capture extent of damages with high accuracy.
  • Used high resolution photographs provided by virtual imagery and advanced video technology to collaborate with onsite vendors to identify damages and write damage estimates from a virtual setting.
  • Negotiated claim settlements with contractors and clients in accordance with business unit standard methodologies.
  • Interviewed insured, claimants and witnesses and requested official reports as part of investigations.
  • Streamlined documentation processes for more efficient claim handling, reducing overall timelines for closure.
  • Collaborated with legal counsel as needed during the claims process, ensuring proper handling of litigated cases and minimizing company exposure to liability.
  • Effectively managed conflicts between parties involved in the claims process, facilitating amicable resolutions in contentious situations.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Streamlined pay out up to $25,000 per claim, handling 8-10 incoming daily.
  • Gained skill of flexibility to work in a variety of environments, including: independently, within a team, face-to-face, and virtually. Along with time management and organization skills necessary to thrive in work-from-home environment.

Administrative Department Leader

Gold Medal Swim School
06.2014 - 11.2021
  • Oversaw the procurement process for all departmental supplies and equipment, ensuring timely delivery and optimal cost efficiency.
  • Utilized computer systems to enter, access or verify customer details in real-time ensuring accuracy and completeness of information.
  • Developed comprehensive reporting mechanisms to provide senior management with accurate insights into departmental performance metrics.
  • Coordinated meetings, appointments, and schedules for owner of the business, department heads and clientele.
  • Increased employee satisfaction levels with the implementation of comprehensive professional development programs.
  • Implemented robust risk management strategies to identify potential issues early and mitigate any negative impact on the overall department operations.
  • Spearheaded key initiatives to improve overall department efficiency, leading to increased productivity and cost savings.
  • Established a high-performing administrative team through effective recruitment, training, and performance management strategies.
  • Ensured compliance with all relevant regulations, policies, and standards through diligent oversight of department operations.
  • Promoted a culture of accountability within the department by setting clear expectations for staff performance outcomes and providing regular updates on progress towards goals achievement.
  • Streamlined administrative processes by implementing efficient systems and procedures, resulting in reduced operational costs.
  • Implemented marketing strategies which allowed the retention and addition of clientele per month.
  • Managed the entire property during certain shifts which included proper safety, teaching technique, and facility
  • Oversaw the training of Administration employees. In doing so, succeeded in the lowest percentage of errors in a quarter for the company.
  • Enhanced departmental communication by developing clear channels for staff collaboration and information sharing.
  • Led the successful integration of new technology platforms to enhance departmental operations and improve data management capabilities.
  • Evaluated staff performance on an ongoing basis to identify areas for improvement and provide targeted feedback for professional growth opportunities.
  • Recruited, retained and developed highly capable technical staff.
  • Delivered exceptional customer service by addressing inquiries promptly and resolving issues efficiently, maintaining a positive department reputation.
  • Educated and assisted faculty, staff and students in navigating applicable regulations, policies and procedures.
  • Determined, monitored and controlled expenditures required to manage operational, research and personnel expenses of department.
  • Organized and updated databases, records and other information resources.
  • Created organized filing system to manage department documents.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Completed bi-weekly payroll for 50+ employees.

Customer Service Representative

Safelite Solutions
02.2012 - 06.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Expedited urgent claims, ensuring swift processing and payment to clients during critical situations.
  • Identified fraudulent activities through meticulous review of claim submissions, saving company resources from potential losses.
  • Ensured rigorous adherence to privacy regulations when handling sensitive client information during claim reviews.
  • Implemented effective time management strategies within the team, allowing a higher volume of processed claims without sacrificing quality.
  • Checked documentation for accuracy and validity on updated systems.
  • Verified client information by analyzing existing evidence on file.

Team Member

Harkins Theatres
07.2011 - 04.2012
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Learned all required tasks quickly to maximize performance.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Contributed to team success by completing jobs quickly and accurately.
  • Developed strong cooperative relationships with coworkers and managers.
  • Maintained productive, efficient approach to all tasks.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Operated register to process payments and collect cash payment for order totals.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
  • Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
  • Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
  • Exceeded performance goals through diligent task completion, attention to detail, and consistent follow-through on assignments.
  • Achieved improved sales results with persuasive presentations that showcased product benefits while addressing client needs.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Education

Associate of Arts - Business

Maricopa Community Colleges - Chandler-Gilbert Community College
Chandler, AZ
12.2025

High School Diploma - Education

Mountain View High School
Mesa, AZ
05.2013

Skills

  • Insurance regulations knowledge
  • Estimating Repair Costs
  • Policy Interpretation
  • Critical Thinking
  • Claims analysis
  • Leadership
  • Curriculum Development
  • Presentation Skills
  • Computer skills
  • Communication skills
  • Project management
  • Team management
  • Office management
  • Typing
  • Strong problem solving aptitude
  • Customer service and support
  • Persuasive speaker
  • Team Collaboration
  • Exceptional communicator
  • Payment Processing
  • Time management
  • Fast learner
  • Exceptional interpersonal skills
  • Organized multi-tasker
  • Professional demeanor
  • Memorization skills
  • Social perceptiveness

Timeline

Inside Property Adjuster

Allstate Insurance
11.2021 - Current

Administrative Department Leader

Gold Medal Swim School
06.2014 - 11.2021

Customer Service Representative

Safelite Solutions
02.2012 - 06.2014

Team Member

Harkins Theatres
07.2011 - 04.2012

Associate of Arts - Business

Maricopa Community Colleges - Chandler-Gilbert Community College

High School Diploma - Education

Mountain View High School

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Kathleen Westlake