Keishandra Franklin
Houston,TX
Summary
Results-driven insurance adjuster with a focus on detail and efficiency in both field and desk roles. Skilled in damage evaluation, settlement negotiation, and claims processing with a strong emphasis on accuracy. Demonstrated success in managing substantial caseloads in fast-paced environments while maintaining compliance. Excellent analytical and communication skills support effective claim resolution.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Outside Field Adjuster – Auto Damage
Allstate, Insurance Appraisers, Auto Damage
06.2024 - 09.2024
- Conducted thorough on-site inspections of damaged vehicles to assess the extent of repairs needed.
- Utilized industry-standard estimating software to calculate repair costs and determine claim settlements.
- Collaborated with auto repair shops to negotiate fair and reasonable repair costs.
- Documented findings with detailed reports, photographs, and cost breakdowns for accurate claim processing.
- Communicated directly with policyholders, repair facilities, and internal teams to ensure seamless claim resolution.
- Maintained compliance with company policies and state regulations while handling high volumes of claims in a catastrophe response environment.
- Pilot Catastrophe Services Inc., Fort Worth, TX
- Directed claims negotiations within allowable limit of $ 200,000 and supported successful litigations for advanced issues.
Inside Desk Insurance Adjuster
Claims Adjusters, Examiners, and Investigators
06.2023 - 10.2023
- Reviewed and analyzed claim forms, policyholder statements, and supporting documents to determine coverage eligibility.
- Conducted investigations by gathering evidence, speaking with claimants, and verifying details through police reports, repair invoices, and medical records.
- Assessed damages and applied policy guidelines to approve, deny, or negotiate settlements.
- Processed payments and maintained accurate documentation of claim resolutions.
- Communicated with policyholders, attorneys, and other stakeholders to provide timely claim updates and ensure customer satisfaction.
- Managed a high-volume caseload, prioritizing tasks efficiently to meet deadlines and service-level agreements.
- Pilot Catastrophe Services Inc. (American Family), Mobile, AL
- Directed claims negotiations within allowable limit of $250,00 and supported successful litigations for advanced issues.
Auto Claims Adjuster – Work From Home (WFH)
State Farm
08.2021 - 05.2023
- Investigated and evaluated automobile claims, determining the most cost-effective resolution, whether through repair approval or total loss settlement.
- Conducted detailed vehicle damage assessments to determine the extent of structural, mechanical, and electrical damages.
- Used Xactimate and CCC One estimating software to generate accurate repair estimates.
- Worked closely with auto repair shops, appraisers, and field adjusters to verify repair costs and ensure policy compliance.
- Provided clear and professional guidance to policyholders regarding their claims, settlement processes, and coverage limits.
- Identified and flagged potential fraudulent claims for further investigation.
- Maintained detailed records of all claim interactions and updates in the company's claims management system.
- CNC Catastrophe & National Claims, Mobile, AL
- Evaluated and investigated over 1,00 auto claims in 2023-2024 and decided whether insurer should pay claim.
Customer Service Professional
American Family
12.2020 - 08.2021
- Served as the primary point of contact for policyholders, answering inquiries about policies, claims, and coverage.
- Assisted customers in processing claims, explaining procedures, and providing guidance on required documentation.
- Handled high call volumes while ensuring customer concerns were addressed promptly and professionally.
- Resolved customer complaints by researching issues, providing solutions, or escalating cases to appropriate departments.
- Maintained accurate customer records and updated policy information in the system.
- Provided empathetic and efficient support during catastrophe events, ensuring policyholders received timely assistance.
- Pilot Catastrophe Services Inc., Mobile, AL
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 75 customers each day.
Education
High School Diploma -
Stanford Christian Academy
Mobile, AL05.1998
Insurance Adjuster Certificate -
Vocational School
Houston TX03.2021
Skills
Catastrophe adjustment
Negotiation skills
Claims management software (CC One/Xactimate)
Case management
Policy analysis
Cost estimation
Fraud detection
Catastrophe adjustment
Certification
- Texas Insurance License – Texas Department of Insurance
- Forklift Certification – Certified Forklift Operator
Timeline
Outside Field Adjuster – Auto Damage
Allstate, Insurance Appraisers, Auto Damage
06.2024 - 09.2024
Inside Desk Insurance Adjuster
Claims Adjusters, Examiners, and Investigators
06.2023 - 10.2023
Auto Claims Adjuster – Work From Home (WFH)
State Farm
08.2021 - 05.2023
Customer Service Professional
American Family
12.2020 - 08.2021
High School Diploma -
Stanford Christian Academy
Insurance Adjuster Certificate -
Vocational School