KIMBERLY L KING
Insurance Claims Professional
WALKER,USA
Summary
Dynamic Insurance Claims Adjuster with extensive experience at American Family Insurance Services, adept at policy analysis and claims handling. Proven track record of exceeding performance metrics while delivering exceptional customer service. Highly skilled in conflict resolution and regulatory compliance, ensuring client satisfaction, and efficient claims processing. Analytical Insurance Claims Adjuster known for high productivity and efficient task completion. Specializing in claims investigation, damage assessment, and negotiation skills that ensure fair settlements. Excel in communication, problem-solving, and adaptability, contributing to successful case resolutions. Committed to maintaining up-to-date knowledge of insurance laws and regulations to optimize claim processing speed and accuracy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Insurance Claims Adjuster
AMERICAN FAMILY INSURANCE SERVICES
Madison, Wisconsin
12.2022 - Current
- Obtained Property and Casualty adjuster licenses in all 50 states.
- Received up to 30 or more incoming claims a week, while maintaining a claims inventory of 140 - 160 a month.
- Verify policy coverages, complete coverage investigations, and review ISO coverage alerts that may require escalation.
- Contact the insured, claimants, and third-party participants within a specified period upon receiving new claims via text, email, and phone calls.
- Confirm the facts of the loss to determine liability.
- Provide immediate towing or rental service options as needed and set up Medical or Bodily injury exposures if needed.
- Proficiently use the Claims Center application, Lexis Nexus, license plate and background checks, company resources, and SharePoint documents throughout the claim process.
- Set up towing for non-drivable vehicles, while also setting up Hertz and Enterprise car rental reservations as needed.
- Collaborate with insured and claimant attorneys, Special Investigation Units, Total Loss adjusters, Rental, Safelight glass, and Medical and 3rd party Bodily injury adjusters throughout the claim.
- Work directly with repair shops to have them provide estimates and repairs as quickly as possible for our customers and claimants and discuss any repair issues.
- Maintain an exceptional level of customer service.
- Meet and exceed adjuster daily/weekly/monthly, and yearly quality and performance metrics.
- Follow Department of Insurance requirements and regulations governing each state.
- Perform vehicle background checks via Lexus Nexus and vehicle license and registration.
- Pull police reports as needed.
Call Center Customer Service Representative
AMERICAN FAMILY INSURANCE SERVICES
Madison, Wisconsin
03.2021 - 11.2022
- Received up to 100 inbound calls daily from customers, agents, 3rd third-party insurance companies, and claimants, as well as attorneys to take First Notice of Loss for Auto and Homeowner/Renters claims for American Family, Costco Connect insurance, The General, Homesite, True, Elephant, and Main Street America Insurance companies.
- Handle inbound and outbound call interactions within specific time limits.
- Demonstrate the ability to solve problems, use critical thinking, and work independently with little or no supervision.
- Identify and gather necessary information to accurately process claims and achieve business goals.
- Provided exceptional customer service to internal/external customers and business partners.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Provided accurate insurance verification for clients, ensuring proper coverage was in place before service delivery.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Actively listened to customers, handled concerns quickly, and escalated major issues to a supervisor.
- Maintained or exceeded daily/weekly/monthly and yearly quality and performance metrics as required.
Independent Sales Contractor
DIRECT INTERACTIONS
Seattle
05.2020 - 03.2021
- Sales Manager/Client Service Consultant for the Amazon sales team.
- Customer Service Consultant for the American Red Cross as a National Red Cross Disaster Dispatcher for a high-volume inbound call center up to 150 calls a day for customers reporting natural disasters, fires, floods, and other emergencies that require immediate Red Cross Assistance.
- Customer Service Consultant for Ohio Unemployment Agency in a fast-paced, high-pressure call center environment, assisting unemployment applicants with their inquiries on application process, pin resets, account lockouts, filing complaints, and resolving application issues with an average of 100 - 200 inbound calls per agent per day.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
Project Manager
UNITED HEALTH GROUP
Minneapolis
09.2007 - 02.2020
- Responsible for creating open-source, MySQL, and MS SQL Databases and infrastructure platforms to be consumed by over 200 UHG Lines of business (LOBs).
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Education
Master of Science - Computer Information Systems
University of Phoenix
Phoenix, AZ01.2005
Bachelor of Science - Computer Information System
DeVry Institute of Technology
Phoenix, AZ01.2003
Skills
- Microsoft Office Suite proficiency
- Time management
- Policy analysis
- Claims handling
- Insurance regulations
- Customer service excellence
- Problem solving
- Claims investigation
- Active listening
- Negotiation techniques
- Property adjusting
- Liability assessment
- Conflict resolution
- Empathy and patience
- Highly motivated
- Multitasking and organization
- Regulatory compliance
- Critical thinking
- Effective communication
Certification
- Property, Casualty Adjuster license in 50 states.
- Certified Agile Team Facilitator
- Professional Scrum Master II
- Six Sigma Black Belt
Bold Profile
https://bold.pro/my/kimberly%2Dlking%2D250521193729/292r
Timeline
Insurance Claims Adjuster
AMERICAN FAMILY INSURANCE SERVICES
12.2022 - Current
Call Center Customer Service Representative
AMERICAN FAMILY INSURANCE SERVICES
03.2021 - 11.2022
Independent Sales Contractor
DIRECT INTERACTIONS
05.2020 - 03.2021
Project Manager
UNITED HEALTH GROUP
09.2007 - 02.2020
Master of Science - Computer Information Systems
University of Phoenix
Bachelor of Science - Computer Information System
DeVry Institute of Technology
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