Kellie McKowski

• Communicating with customers by efficiently managing total loss claims and providing timely resolutions.
• Facilitating releases of vehicles and negotiating advanced charges with shops and tow facilities.
• Writing, reviewing, and issuing payments on supplemental estimates for borderline total loss vehicles.
• Accurately assessing vehicle damage, determining repair costs, and evaluating total loss thresholds for faster claim resolution.
• Maintaining nationwide state compliances and company policies while resolving auto total loss claims.
• Coordinating payoff requests and submitting paperwork for letter of guarantees to financial institutions.
• Proficient in Guidewire Claims Center, CCC One, Loss Express, Carfax, ADD123, and Copart

• Review and update estimates from network shops.
• Communicate with Non-Program shops on supplemental estimates to ensure compliance with the Department of Insurance.
• Review policies to confirm active coverages and endorsements
• Provide exemplary customer service to policy holders, claimants, and repair facilities.
• Manage claim inventory, emails, and phone calls to ensure work is completed in a time efficient manner.
• Assist teammates when needed to maintain high level of customer service.

Provide outstanding customer service to drive sales and profit by leading and engaging associates, delivering company merchandise execution strategies and coaching associates on selling skills.

• Increased profits by 2.4% over previous year by spearheading benchmark practices to capitalize on the strength of the business and improve area of opportunity.
• Reduce and control company expenses by monitoring and allocating salary cost dollars.
• Plan and conduct 4 staff training sessions per year with emphasis on customer service and sales techniques.
• Drive sales by setting and communicating goals for major sales events and day-to-day selling.
• Identify development opportunities for direct reports and coordinate coaching conversations to strengthen and develop skill set.
• Actively provide feedback to corporate management partners during market visits.
• Coordinate set processes and remerchandising efforts according to company guidelines and customer needs.