Kelly Freshour
Columbus
Summary
Experienced in customer relationship management with a strong focus on providing exceptional service and support. Effective communication and problem-solving skills enable efficient resolution of client issues. Proven track record in building and maintaining strong customer relationships to consistently ensure high levels of satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Claims Senior Representative-Personal/Commercial/Farm Property Claims
Westfield
05.2024 - Current
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Strengthened customer and agency relationships through excellent communication skills and consistent followup.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Developed comprehensive knowledge of industry trends, regulatory requirements, and best practices in order to provide informed guidance to clients.
Farm and Ranch CARE, Claim Rep. Sr.
State Auto Insurance
05.2017 - 05.2024
- Investigate and determine coverage for agribusiness property and auto loss claims
- Evaluate agribusiness equipment damages to ascertain compensation amount
- Negotiate rates and timelines with external contractors & vendors
- Maintained comprehensive knowledge of insurance policies and regulations, leading to accurate decision-making on claim eligibility.
- Record, assess, and evaluate liability for agribusiness-related claims
Property CARE, Claim Representative
State Auto Insurance
03.2014 - 04.2017
- Investigate and determine coverage for property loss claims
- Partner & manage external vendors and contractors for on time, quality service
- Create declination documentation and inform customers when coverage cannot be afforded for a loss
Auto Express Adjuster, Sr.
State Auto Insurance
01.2012 - 03.2014
- Train new employees in claims practice and procedures
- Create and maintain weekly team stat worksheet
- Negotiate repair costs with body shops
- Motivate teams to ensure claim accuracy and best-practice across groups
Material Damage Adjuster
Nationwide Insurance
01.2001 - 01.2012
- Assist with the new associate on boarding process
- Determine correct policy coverage and apply payments accordingly
- Establish and authorize adequate reserves and claims payments
- Coordinate and assist interviewing Claims Adjuster candidates
Education
Bachelors of Science - Business Management
Ohio Dominican University
Columbus, OH01.2008
Skills
- Elite Customer Service
- Attention to detail
- Negotiation
- Developing relationships
- Project Management
- Relationship building
- Customer rapport
- Effective negotiation
Certification
Multi state licensed insurance adjuster
Timeline
Claims Senior Representative-Personal/Commercial/Farm Property Claims
Westfield
05.2024 - Current
Farm and Ranch CARE, Claim Rep. Sr.
State Auto Insurance
05.2017 - 05.2024
Property CARE, Claim Representative
State Auto Insurance
03.2014 - 04.2017
Auto Express Adjuster, Sr.
State Auto Insurance
01.2012 - 03.2014
Material Damage Adjuster
Nationwide Insurance
01.2001 - 01.2012
Bachelors of Science - Business Management
Ohio Dominican University
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