Kelsey Denton

• Provides prompt investigation, processing and settlement of claims with minor exposures and requires the explanation of the claims process to customers. Also responsible for generating payments in accordance with assigned authority limit, and documenting all activities and pertinent information in applicable claim system. Handling claims that require learning of basic claim skills relating to fact of loss investigations, compensability and damages such as material damage and medical bill processing. As CR2 responsible for more complex and in depth claims investigations. As CR2 responsible for more complex and in depth claims investigations.
  
  Started at entry level January of 2023. Promoted from Entry Level to CR1 in 6months. Promoted to CR2 in April of 2024.
  
  From April 2024 to current, I have worked extensively in both un-repped and repped bodily injury. Handling injuries, attorneys, coverage investigations, and material misrepresentation. As well as experience with bringing claims to protocol, and claims involving coverage and defense counsel. involvement.
• Investigated claims, reviewed policy coverage, and documented findings in claim management system.
• Communicated with insureds, claimants, and providers to gather information and resolve questions.
• Analyzed loss details, liability factors, and supporting records to determine appropriate claim handling.
• Negotiated settlements within authority while maintaining compliance with company guidelines and regulations.
• Prepared accurate correspondence, status updates, and file notes to support clear claim progression.
• Coordinated medical, repair, and vendor documentation to move claims forward efficiently.
• Monitored claim reserves and adjusted files based on new information and exposure changes.
• Resolved escalated issues by applying policy language, claims procedures, and sound judgment.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.
• Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
• Developed in-depth understanding of insurance policies and procedures.

• Act as the first point of contact for guests; warmly welcome and engage with guests, ensuring smooth dining operations and optimal guest service. Skilfully anticipate, promote, and serve all guests needs, ensuring comprehensive service within the restaurant. Facilitate open communication and assist staff to expedite service in a fast-paced and highly stressful environment.
• Progressed to the main trainer for servers, ensuring outstanding server training and coaching.
• Elevated ambience by remaining responsive, friendly, and approachable; achieved zero complaints.
• Recognized for outstanding customer service; achieving high guest experience satisfaction.
• Monitored training progress and corrected performance gaps during floor-based coaching sessions.
• Supported managers by evaluating readiness for independent shifts and role-specific responsibilities.
• Demonstrated proper upselling, menu knowledge, and hospitality techniques to strengthen guest service.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
• Consistently received high ratings on trainer evaluations, reflecting a strong commitment to excellence in education and professional development.
• Maintained organization of documents, materials, and equipment.
• Trained new hires in food handling and safety protocols to boost knowledge and performance.
• Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
• Monitored food inventory and supplies to prevent waste.
• Trained new hires on IHOP service standards, station procedures, and guest interaction expectations.
• Coached team members on POS operations, order accuracy, and efficient table turnover.
• Reinforced food safety, sanitation, and cleanliness practices across front-of-house and kitchen areas.
• Developed onboarding routines that improved readiness for serving, hosting, and support roles.

Provided physical and emotional healing through riding and interacting with the horses; tracked, communicated, and supervised horses for therapy rides on trails, and helped with grooming duties and animal bonding. Programs were targeted at children and adults with mental health, social/emotional, physical, and learning/cognitive disabilities. As a volunteer, assisted with all horse maintenance daily duties. Helped at barn and special needs events, such as Special Olympics. Attended days at cherry hospital and Edgewood school for special needs by giving therapy rides.
· Trusted to effectively train, coach, mentor, and delegate new volunteers.
· Provided services that improved self-esteem, relationship building, and quality of life.
· Excelled at balancing multiple tasks while providing top-level organization and prioritization.
Additional experience as Stable Hand at Goldsboro Equestrian Center

• Monitored horse health, noting behavioral changes and coordinating care with stable staff.
• Prepared feed, hay, and water according to individual horse schedules and dietary needs.
• Groomed horses and maintained tack to support safe, consistent riding sessions.
• Cleaned stalls, paddocks, and barn areas to maintain sanitary, organized facilities.
• Assisted riders with mounting, dismounting, and horse handling during lessons and therapy activities.
• Led horses safely for turnout, exercise, and class preparation using calm, controlled handling.
• Documented daily barn tasks and horse conditions to support accurate team communication.

• Honor Roll

• 3.48 GPA