Kiara Johannes
Tampa,USA
Summary
Dynamic insurance professional with extensive experience, excelling in claims processing and customer service. Proven ability to resolve complex claims efficiently while maintaining meticulous documentation. Skilled in effective communication and problem resolution, consistently achieving high customer satisfaction and ensuring accurate coverage determination. Passionate about delivering exceptional service and support.
Overview
20
20
years of professional experience
Work History
Claims Representative II
AAA - The Auto Club Group
Tampa, FL
12.2023 - Current
- Evaluated claims submitted by policyholders for accuracy and completeness.
- Processed documentation related to claims using specialized software systems.
- Communicated with clients to gather information and clarify details on claims.
- Maintained accurate records of all claims activities in internal databases.
- Provided exceptional customer service while handling inquiries about the claims process.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Handled claims from first notice of loss to resolution.
Insurance Professional
USAA
Tampa, FL
10.2022 - 12.2023
- Accept inbound calls from prospective members to assist with setting up membership.
- Assist members in issuing new policies for auto, renters, home, and other insurance needs.
- Review insurance policies with members.
- Assist members with reinstating insurance policies.
- Assist members with billing disputes.
- Assist members with setting up access to USAA.com and the USAA app.
First Party Medical Claims Rep
Travelers
Tampa, FL
02.2022 - 10.2022
- Accept inbound calls from insureds to adjust claims due to personal injury protection from an auto accident.
- Respond to emails, text messages, and voicemails that are received from insureds.
- Speak with Travelers-insured customers who have sustained injuries to assist with next steps.
- Obtain recorded statements about the accidents and injuries.
- Review the insured's policy and explain the benefits available.
- Medically manage the claim to ensure the customer is not excessively treating.
- Manage the claim until the benefits have been exhausted.
Auto Adjuster III
USAA
Tampa, FL
07.2019 - 02.2022
- Accept inbound calls to resolve claims.
- Make outbound calls to members, repair facilities, and other insurance companies; respond to emails and messages in the communication center to move the claim forward and resolve the claim.
- Receive new claims through inbound calls, online, or through the app, and manage the claim from FNOL (first notice of loss) until the claim has been resolved.
- Gather details about the accident by recording statements from all parties involved.
- Review photos of the damage to the vehicles, as well as the property damage, and review the police reports.
- Review the policy with the members, and determine liability.
- Set up estimates for the vehicles to be inspected.
- Based on the estimate, explain to members or claimants if the vehicle can be repaired.
- If the vehicle has been determined to be a total loss, explain the next steps, provide the settlement offer, assist with insurance retaining or owner retaining (if the option is available), assist with total loss paperwork, and issue payment to all appropriate parties.
Senior Account Expert
T-Mobile USA
Tampa, FL
03.2013 - 07.2019
- Accept inbound calls, assisting customers with payments, payment arrangements, billing inquiries, and account changes.
- Assist customers with making purchases for new phones and accessories.
- Assist customers with billing disputes, setting up payment arrangements (if needed), and processing payments.
- Assist customers with opening new lines of service.
- Assist customers with T-Mobile Tuesday issues.
Technical Support Representative
Computer Generated Solutions
Tampa, FL
01.2013 - 03.2013
- Inbound call center that troubleshoots for AOL.
- Answer phone calls to answer questions and assist members with problems they are having with the AOL software or AOL Mail.
- Receive inbound calls from members needing assistance with logging on to AOL.
- Assist members with troubleshooting email issues.
- Assist members with AIM messaging.
- Assist members with troubleshooting dial-up issues.
Child Care Aid
Hillsborough County Public Schools
Tampa, FL
10.2007 - 12.2012
- Assist students with homework, and interact with them on an age-appropriate level during the after-school program.
- Receive students after school.
- Assist students with homework.
- Assist students with team-building activities, assist with using computers, and assist with arts and crafts.
- During the summer, provide campsites for students.
- Chaperone field trips.
Seasonal Sales Associate
Justice Tween Brand
Tampa, FL
11.2011 - 01.2012
- Greet customers as they walk in and out of the store.
- Assist with getting items from up high, and also assist with fashion tips.
- Also, work at the cash wrap to ring customers up, and to help them complete their purchase.
- Greet customers entering the store.
- Help customers reach items that are too high.
- Keep the fitting room neat, and return clothing items to the appropriate rack.
- Assist customers with checkout.
- Assist with making sure the cash register drawer is balanced at the end of the night.
Hostess
Jerk Hut Restaurant
Tampa, FL
05.2010 - 09.2011
- Greet customers when they come in, and assist customers with seating and ordering food.
- Also, work at the takeout counter as a cashier.
- Greet customers entering the restaurant.
- Assist customers with seating, providing menus, and silverware.
- Assist customers with ordering takeout.
Operations Host
Busch Gardens Tampa
Tampa, FL
02.2006 - 09.2007
- Assist guests on and off rides, and operate rides.
- Greet guests getting on the rides.
- Assist guests with seating.
- Make sure guests are safely seated on the ride, and make sure the guests are locked into the ride correctly.
Education
Bachelor of Science -
University of South Florida
12-2026
Associate of Arts Degree -
Hillsborough Community College
05.2011
High School Diploma -
Tampa Bay Technical High School
06.2008
Skills
- Claims processing
- Customer service
- Data management
- Effective communication
- Problem resolution
- Detail orientation
- Time management
- Conflict resolution
- Documentation review
- Insurance claims review
- Settlement negotiation
- Microsoft office
- Claims investigation
- Coverage determination
- Decision-making
Awards And Licenses
- Diploma and Certificate of Proficiency in Medical Laboratory Assistant and Medical Terminology
- Associate of Arts Degree
- ACA 6-20 Insurance Auto Adjuster License
- 20-44 All lines Personal Lines
References
- Daryle Cole, Teacher/Instructor, 813-767-0860
- Isela Reinberg, Assistant Instructor, 813-900-1518
- Jasmine Black, Classmate, 813-368-3375
Timeline
Claims Representative II
AAA - The Auto Club Group
12.2023 - Current
Insurance Professional
USAA
10.2022 - 12.2023
First Party Medical Claims Rep
Travelers
02.2022 - 10.2022
Auto Adjuster III
USAA
07.2019 - 02.2022
Senior Account Expert
T-Mobile USA
03.2013 - 07.2019
Technical Support Representative
Computer Generated Solutions
01.2013 - 03.2013
Seasonal Sales Associate
Justice Tween Brand
11.2011 - 01.2012
Hostess
Jerk Hut Restaurant
05.2010 - 09.2011
Child Care Aid
Hillsborough County Public Schools
10.2007 - 12.2012
Operations Host
Busch Gardens Tampa
02.2006 - 09.2007
Bachelor of Science -
University of South Florida
Associate of Arts Degree -
Hillsborough Community College
High School Diploma -
Tampa Bay Technical High School
Similar Profiles
Shane BrewsterShane Brewster
Regional Operations Manager at AAA - The Auto Club GroupRegional Operations Manager at AAA - The Auto Club Group
Lynn RitterLynn Ritter
Independent Agent Development Specialist at AAA- The Auto Club GroupIndependent Agent Development Specialist at AAA- The Auto Club Group
Janet PittsJanet Pitts
Remote P&C Licensed Insurance CSR at AAA The Auto Club GroupRemote P&C Licensed Insurance CSR at AAA The Auto Club Group
Keith PughKeith Pugh
Registered Respiratory Therapist at Moffitt Cancer CenterRegistered Respiratory Therapist at Moffitt Cancer Center
Logan ShipleyLogan Shipley
Senior Account Executive (remote) at Titan FittingsSenior Account Executive (remote) at Titan Fittings