KELLY GIVENS
Alpine,CA
Summary
Dynamic Results-Driven Insurance Claims Specialist with a strong track record in negotiating favorable settlements and managing a diverse portfolio of claims. Expertly investigates and evaluates coverage and liability, ensuring compliance and delivering timely updates that foster trust and satisfaction among clients.
Known for de-escalating stressful customer interactions with calm, empathetic communication.
Overview
31
31
years of professional experience
Work History
Casualty Claims Adjuster
GEICO
Poway, California
05.2024 - Current
- Manage a portfolio of open casualty claims ensuring timely resolution within established guidelines.
- Investigated and evaluated property and casualty insurance claims to determine coverage and liability.
- Evaluated bodily injury claims for accuracy and compliance with policies.
- Reviewed medical records to assess injury details and treatment plans.
- Coordinated communication between claimants, attorneys, and medical professionals to facilitate efficient claim resolution.
- Interacted with claimants, witnesses, attorneys and other parties involved in the claim process.
- Provided timely updates to clients regarding status of claims being handled by the office.
- Ensured compliance with applicable regulations governing the processing of bodily injury claims.
- Developed strategies for resolving difficult cases quickly and efficiently.
- Assessed medical bills for accuracy and appropriateness of services to ensure compliance and fair settlement.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Negotiated and settled claims based on comprehensive analysis of reports, research, and data verification to achieve favorable outcomes.
Insurance Claims Specialist
GEICO
10.2022 - 05.2024
- Initiated new loss claims by gathering information from policyholders, claimants, and adverse carriers.
- Assisted customers in filing new insurance claims and provided status updates on existing ones.
- Managed coverage and liability claims, ensuring clear communication of decisions to all involved parties.
- Provided expert guidance on policy terms and claims procedures to clients.
- Verified accident details and investigated policy coverage through comprehensive contract reviews.
- Reviewed police reports, videos, photos, and other evidence to inform claim decisions.
- Documented conversations and facts clearly, supporting accurate records and informed decision-making.
- Executed essential duties to expedite claim resolutions, enhancing overall customer satisfaction.
General Manager
Henk T. Enterprises, INC. DBA MexInsurancePro.com
01.2016 - 04.2022
- Facilitated Mexican insurance quotes, policy purchasing, and endorsements for clients, enhancing client satisfaction and policy accuracy.
- Coordinated with multiple Mexican insurance companies to compile relevant information, streamlining the quoting process.
- Oversaw website development and maintenance with a web designer while delivering comprehensive customer service, addressing front desk duties and inquiries via phone and email.
General Manager
Henk T. Enterprises, INC. DBA California Baja Rent-A-Car
01.1996 - 04.2022
- Secured and maintained government transportation contracts through successful bidding processes
- Managed rentals for various vehicles, including vans, SUVs, and Jeeps, catering to diverse clients such as Baja race sponsors, government entities, large groups, and international mission trips
- Oversaw local and international client accounts, ensuring confidentiality for high-profile individuals and organizations
- Administered vehicle damage and accident cases, involving negotiation with clients and insurance companies to achieve fair settlements, as well as small claims court representation for collection efforts when necessary
- Managed team performance through regular training and mentoring sessions.
- Evaluated employee performance and provided constructive feedback for improvement.
- Trained employees on duties, policies and procedures.
- Administered employee discipline through verbal and written warnings.
- Built and maintained loyal, long-term customer relationships through effective account management.
Education
Some College (No Degree) - San Diego, CA
San Diego City College
San Diego, CASkills
- Claims investigation
- Liability assessment
- Coverage analysis
- Negotiation techniques
- Ability to make informed decisions after using various sources of information
- Prioritizing attention to detail by carefully reviewing documents, statements, and photos
- Active listening and effective communication skills when collecting and documenting information from insureds, claimants, and adverse carriers
- Exceptional interpersonal skills when assisting claimants and insureds experiencing difficult situations, showcasing a natural talent for being patient, empathetic, and understanding, while also being resolute in safeguarding the company's best interests
Accomplishments
- 2022-2024 Top performer in productivity, customer service surveys and file handling
- 2022-2024 Several awards (Including the ACE award for being in the top 5% of the department country wide) and recognition for performance, phone handling, and quality claim file handling
- 2022-2024 Exceptional performance reviews by supervisors and management
- 2024-present Top performer in bodily injury closures, phone handling, and complex claims file handling
- 2024-2026 Several awards and recognition for performance, bodily injury closures (including a spotlight in the company casualty newsletter), file handling quality (averaging nearly 100% in quality audits), and phone handling
- 2024-2026 Exceptional performance reviews by supervisors and management
Timeline
Casualty Claims Adjuster
GEICO
05.2024 - Current
Insurance Claims Specialist
GEICO
10.2022 - 05.2024
General Manager
Henk T. Enterprises, INC. DBA MexInsurancePro.com
01.2016 - 04.2022
General Manager
Henk T. Enterprises, INC. DBA California Baja Rent-A-Car
01.1996 - 04.2022
Some College (No Degree) - San Diego, CA
San Diego City College