Kelly Fuller
McKinney,TX
Summary
Adaptable insurance professional with strengths in leadership, training, and operational support. Experienced in coaching and developing employees, collaborating across teams, supporting change initiatives, and improving processes. Recognized for clear communication, effective time management, and the ability to manage competing priorities while maintaining a high standard of service.
Overview
27
27
years of professional experience
Work History
Learning Facilitator
State Farm
Richardson, Texas
10.2014 - Current
- Delivered engaging in-person and virtual training for State Farm associates, using varied teaching methods, role-play, discussions, and knowledge checks to support learning and retention.
- Guided adult learners through policy systems and procedures during onboarding and service training, fostering an inclusive and collaborative learning environment that enhanced learner engagement.
- Evaluated learner progress through assessments and participation, providing constructive coaching that supported skill development and maintained accurate attendance and training records.
- Partnered with leaders and subject matter experts to develop, update, and implement instructional materials aligned with business and learner needs.
- Provided technical support for virtual learning platforms to help ensure smooth and effective training sessions.
- Collaborated with Claims leadership and Office of Learning to address classroom behavior and recommend content updates, enhancing the overall effectiveness of training programs.
Auto Claims Representative - Total Loss
State Farm
Tulsa, Oklahoma
04.2011 - 10.2014
- Managed a high-volume inventory of total loss claims from valuation through resolution, reviewing vehicle details and market data to verify the accuracy of the actual cash value and support fair, consistent settlements.
- Negotiated equitable settlements and resolved complex or disputed claims while balancing policy provisions, supporting evidence, and customer needs.
- Communicated proactively with policyholders, claimants, and attorneys to clarify coverage and claim decisions, ensuring timely receipt of required documentation and providing clear updates.
- Recognized potential fraud indicators by analyzing claim details and trends and taking appropriate investigative steps.
- Partnered with colleagues to manage workload and maintain service standards, ensuring claims were handled efficiently and consistently.
- Trained and mentored new adjusters on company policies and effective claims-handling practices, fostering a knowledgeable and compliant team.
- Recommended process improvements that enhanced claim quality and customer experience, contributing to overall operational efficiency.
Claims Team Manager
State Farm
Saint Louis, MO
11.2008 - 04.2011
- Team Leadership: Led a team of 12 employees handling Medical Payments and PIP claims across multiple states.
- Performance and Workload Management: Coordinated team workloads to ensure consistent service and adherence to claim-handling standards, optimizing team output.
- Coaching and Development: Trained and mentored employees on policies, procedures, and best practices, enhancing team knowledge and performance.
- Claims Guidance: Supported employees with complex or disputed claims and questions about policy provisions and documentation.
- Quality and Compliance: Promoted accurate, consistent claims handling in accordance with applicable procedures and requirements.
- Employee Communication: Communicated clearly and consistently with employees, sharing expectations, guidance, updates, and feedback.
- Fraud Awareness: Encouraged employees to recognize and appropriately escalate potential fraud indicators.
- Process Improvement: Identified and implemented opportunities to enhance team efficiency and claim quality, contributing to improved customer service.
Claim Support Services Supervisor
State Farm
Columbia, Missouri
12.2007 - 11.2008
- Led and developed entry-level employees handling auto claims support through coaching, clear communication, and ongoing feedback.
- Coordinated daily workloads and priorities to ensure timely, accurate claims processing and compliance with procedures.
- Reinforced documentation standards and company guidelines to uphold quality and compliance in claims support.
- Resolved employee questions and escalations while identifying workflow improvements to enhance customer service.
Claim Automation & Procedure Specialist
State Farm
Baton Rouge, Louisiana
03.2005 - 12.2007
- Conducted workflow studies and analyzed claims data, identifying inefficiencies and recommending operational improvements that enhanced claims processing.
- Supported rollout of new programs and platforms, facilitating team adoption of updated tools and processes to improve operational effectiveness.
- Collaborated across claims teams and departments to improve communication and streamline workflows.
- Contributed to quality and compliance through ongoing training and software testing.
- Provided technical support to resolve complex customer issues, enhancing service experience and customer satisfaction.
Auto Claims Field Adjuster
State Farm
10.2001 - 03.2005
- Managed auto claims from initial report through resolution, coordinating all stages of the claim lifecycle.
- Investigated and evaluated claims by gathering evidence, reviewing police reports, witness statements, photographs, and other records to determine validity and support claim resolution.
- Assessed coverage, liability, and damages, including policy limits, exclusions, endorsements, and repair or replacement costs.
- Prepared detailed claim reports documenting findings, estimates, and recommended actions to facilitate informed decision-making and streamline claims processing.
- Communicated with policyholders, claimants, attorneys, and other stakeholders to explain claim decisions, request information, and provide updates.
- Negotiated settlements based on policy terms, supporting evidence, and company guidelines to achieve fair resolutions for both claimants and the company.
- Prepared responses to Department of Insurance complaints on behalf of the manager, ensuring clear and thorough documentation.
- Managed workloads and deadlines while following company procedures and applicable regulations.
Auto Underwriter Team Lead
State Farm
Monroe, LA
02.2000 - 10.2001
- Evaluated risk and eligibility by reviewing applicant, vehicle, driving, and loss information to support sound underwriting decisions.
- Reviewed applications and policy details to confirm accuracy of coverage, limits, and rating information, facilitating robust underwriting decisions.
- Applied underwriting guidelines to assess risks and determine appropriate next steps, including acceptance, declination, or referral.
- Collaborated with agents, customers, and internal teams to clarify information and resolve underwriting questions, enhancing overall service delivery.
- Managed competing priorities to meet deadlines while ensuring accuracy and quality in underwriting processes.
- Maintained compliance and documentation standards while following company procedures and applicable requirements.
- Supported policy servicing by processing or reviewing renewals, endorsements, and policy updates.
Education
Bachelor of Science - Recreational Therapy
Grambling State University
Grambling, LA05-1999
Skills
- Time management
- Analytical skills
- Multitasking proficiency
- Communication excellence
- Active listening
- Presentation skills
- Team collaboration
- Reliability and punctuality
- Remote learning adaptability
- Self-motivation
- Adult learning
- Self motivation
- Learning management
- Employee training
- Policy compliance
- Process improvement
- Attention to detail
Assessts
Adaptable and collaborative professional who quickly learns new responsibilities, systems, and procedures. Builds strong relationships with peers, leaders, and cross-functional teams while coaching colleagues and supporting change. Skilled at managing competing priorities, meeting deadlines, communicating complex information clearly, and resolving issues with sound judgment and a customer-focused approach. Committed to improving workflows and service quality while maintaining professionalism, accountability, and high standards.
Timeline
Learning Facilitator
State Farm
10.2014 - Current
Auto Claims Representative - Total Loss
State Farm
04.2011 - 10.2014
Claims Team Manager
State Farm
11.2008 - 04.2011
Claim Support Services Supervisor
State Farm
12.2007 - 11.2008
Claim Automation & Procedure Specialist
State Farm
03.2005 - 12.2007
Auto Claims Field Adjuster
State Farm
10.2001 - 03.2005
Auto Underwriter Team Lead
State Farm
02.2000 - 10.2001
Bachelor of Science - Recreational Therapy
Grambling State University