Kelley Newman
San Juan Capistrano,CA
Summary
Insurance and claims specialist with hands-on experience in policy review, risk analysis, reserve setting, and settlement negotiation. Combines underwriting judgment with strong customer communication and account support to guide claims from intake through resolution while maintaining accuracy, trust, and responsiveness.
Overview
31
31
years of professional experience
Work History
Claim Representative, Personal Property
Farmers Insurance
01.2023 - 01.2025
- Investigated, evaluated, and settled claims for damaged or stolen property, ensuring timely resolution and satisfaction for policyholders. Guided policyholders through claims process by writing repair or replacement estimates, explaining coverages, and negotiating fair settlements to enhance understanding and trust. Conducted virtual or field-based inspections of policyholders' residences to assess property loss extent and gather evidence, facilitating accurate claims processing. Utilized Xactimate software and digital tools to calculate the repair cost or Actual Cash Value (ACV) of damaged or stolen items.
- Evaluated property claims submitted by Farmers Insurance policyholders to determine coverage eligibility and facilitate processing.
- Examined claim details by referencing policy language and evaluating supporting documents to validate claims.
- Provided updates to customers regarding claim status and outlined next steps to enhance transparency and customer satisfaction.
Account Executive, Select Accounts
Travelers Insurance
01.2003 - 01.2005
- Oversaw profitability, growth, and retention of Washington DC area book of business, achieving new business and retention goals while maintaining low loss ratio. Perform in a high-volume, fast paced environment and successfully met new business and retention goals while maintaining a low loss ratio. Cultivated relationships with external partners through regular in-person meetings with agents and brokers to effectively market and sell Travelers products. Ensured underwriting quality and profitability through appropriate underwriting analysis based on risk complexity. Manage relationship between the external agents and internal underwriters to successfully meet mutual goals.
- Developed new business submissions with brokers and agency partners
- Managed commercial account renewals across Travelers Insurance client portfolios
- Reviewed coverage details and policy terms with underwriting teams
Underwriter, Select Accounts
Travelers Insurance
01.2000 - 01.2003
- Directed the profit and growth strategies for assigned agents in the Washington DC territory. Cultivated relationships with agents, monitoring agency growth, profitability, and submission quality. Updated agents on underwriting and product changes to ensure compliance and relevance. Evaluate commercial submissions relative to underwriting guidelines and experience. Maintain frequent visitation schedule with all assigned agents. Assessed training needs of agents and agency personnel to enhance performance within territory.
- Evaluated submissions using Travelers underwriting guidelines and appetite standards
- Reviewed policy applications, loss runs, and supporting documents for accuracy
- Analyzed risk exposure across accounts, coverage terms, and pricing structures
Claim Representative, Workers Comp
Travelers Insurance
01.1996 - 01.2000
- Investigated and gathered information to analyze and process workers compensation claims, assessing exposure for each claim to facilitate informed decision-making. Established claim reserve levels by estimating the cost of each assigned claim; monitored reserves and updated amounts. Developed and managed claims through action plans, ensuring timely resolutions and adherence to best practices. Evaluated claim for potential fraud. Actively managed the litigation process; ensured timely and cost-effective claims resolution. Negotiated claims settlements within granted authority, achieving favorable outcomes for both claimants and the organization.
- Investigated Travelers claim files and reviewed policy coverage details.
- Communicated with policyholders, claimants, and agents about claim status.
- Documented claim notes and correspondence in claims systems.
Server
Terrace on the Green/American Golf
01.2025 - Current
- Acted as the primary point of contact between diners and the kitchen to deliver an exceptional dining experience. Duties included greeting guests, accurately taking and submitting food and drink orders, delivering meals, checking on customer satisfaction throughout the meal, and processing bill payments.
- Served meals and drinks promptly across restaurant and banquet events
- Took food and beverage orders accurately using point-of-sale system
- Greeted guests and presented menu selections in clubhouse dining room
Parent Mentor
Family Support Network
01.2022 - 01.2023
- Assisted families and caregivers of individuals with special needs/disabilities in accessing benefits, enhancing support for their loved ones. Coordinated care, therapy, and social services for individuals and families, effectively managing a caseload of over 30 clients to ensure comprehensive support. Facilitated community events, including support groups, developmental screenings, and resource fairs, fostering connections and providing vital resources to families.
- Assisted parents in navigating Family Support Network services to connect with essential community resources.
- Led family support meetings, fostering a supportive environment through empathetic and nonjudgmental communication.
- Educated caregivers about child development and effective routines to promote positive parenting strategies.
Account Manager
Sold.com/Fizber.com
01.2020 - 01.2022
- Administered client accounts to facilitate effective communication and service delivery. for Sold.com and Fizber.com real estate lead programs.
- Collaborated with real estate agents to enhance marketing strategies and connect them with prospective sellers. Guided prospective sellers through the selling process. Walk clients through their selling/buying process and assist with questions regarding marketing/ financing/inspections. Operated in high-paced, time-sensitive environment during peak sellers' market.
- Organized broker communications to ensure timely and accurate information sharing. through CRM and email workflows.
- Analyzed account activity to identify trends and resolve issues, and resolved client service requests.
Client Services Representative
Home Captain
01.2018 - 01.2020
- Facilitated clients' purchase/sale by collaborating with buyers/sellers, agents, and mortgage brokers. Coordinated communication among all parties, ensuring adherence to contract deadlines. Established and maintained long-term relationships with agent and broker partners to enhance collaboration.
- Handled client inquiries via phone and emails for Home Captain home service inquiries.
- Addressed client issues with effective communication using clear communication and active listening.
- Scheduled service appointments and updated calendars with accurate client details.
Instructional Assistant
Piney Ridge Elementary School
01.2014 - 01.2017
- Supported classroom instruction at Piney Ridge Elementary School through small-group learning activities.
- Collaborated with administration to resolve behavior problems across the school. Supported teachers in enforcing class and lunchroom rules to promote a positive learning environment. Communicated with parents about student behavior issues to foster partnership in addressing concerns.
- Assisted teachers with lesson materials, copying, and classroom setup.
- Supervised students during transitions, recess, and lunch periods.
Education
B.A. - Political Science
University of Delaware
01-1996
Skills
- Xactimate estimating
- Claims analysis
- Coverage analysis
- Reserve management
- Settlement management
- Fraud detection
- Policy review
Timeline
Server
Terrace on the Green/American Golf
01.2025 - Current
Claim Representative, Personal Property
Farmers Insurance
01.2023 - 01.2025
Parent Mentor
Family Support Network
01.2022 - 01.2023
Account Manager
Sold.com/Fizber.com
01.2020 - 01.2022
Client Services Representative
Home Captain
01.2018 - 01.2020
Instructional Assistant
Piney Ridge Elementary School
01.2014 - 01.2017
Account Executive, Select Accounts
Travelers Insurance
01.2003 - 01.2005
Underwriter, Select Accounts
Travelers Insurance
01.2000 - 01.2003
Claim Representative, Workers Comp
Travelers Insurance
01.1996 - 01.2000
B.A. - Political Science
University of Delaware