KIMBERLY L KING
WALKER,MN
Summary
Results-driven insurance professional with 4+ years of experience handling auto and property claims, delivering accurate assessments, fair settlements, and consistently exceptional customer service. Brings 5+ years of success thriving in fast-paced, high-volume call environments while meeting and exceeding performance metrics across all categories. Recognized for strong collaboration, adaptability, and dependable problem-solving and critical-thinking skills. Holds an active Minnesota and New York resident Adjuster License with reciprocal privileges in all states, as well as the MN resident Property & Casualty Producer License. Eager to transition into a Property & Casualty sales and service role, contributing a positive attitude, a customer-first mindset, and a commitment to driving team success.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Auto & Property Claims Adjuster
AMERICAN FAMILY INSURANCE SERVICES
Madison, WI
11.2022 - 05.2025
- Received 30+ claims a week, while maintaining a claims inventory of 130 - 160 monthly.
- Verified policy coverages, complete coverage investigations.
- Reviewed ISO coverage alerts that may require escalation and further review.
- Communicated with the insured, claimants, contractors, auto shops and third-party participants within a specified period upon receiving new claims via text, email, and phone calls.
- Confirmed 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.
- Maintained state insurance regulations as required per state.
- Property and Casualty adjuster licenses in Minnesota and New York, reciprocal to 50 states.
Senior Claims Representative
AMERICAN FAMILY INSURANCE SERVICES
Madison, WI
03.2021 - 11.2022
- High volume claims call center with over 100 inbound calls daily from customers, agents, 3rd third-party insurers, claimants, service providers, auto shops and 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 organizational 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, empathy and 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 and multiple systems daily.
- Actively listened to customers, handled concerns quickly, and de-escalated complaints.
- Maintained or exceeded daily/weekly/monthly and yearly corporate quality and performance metrics as required.
Sales Manager, Client Services
DIRECT INTERACTIONS, INC.
Seattle, WA
05.2020 - 03.2021
- Sales Manager/Client Service Consultant for the Amazon sales team.
- Successfully led a team of sales associates to accomplish and exceed sales goals.
- Comfortable making outbound cold sales calls to individuals and small to medium businesses.
- 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 the best solutions that met their needs.
Technical Project Manager
UNITED HEALTH GROUP
Minneapolis, MN
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
Bachelor of Science - Computer Science
DeVry Institute of Technology
Skills
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Policy Analysis
- Claims Handling & Investigation
- Policy Interpretation
- Knowledge of Insurance Regulations
- Analytical & Cognitive Skills
- Critical Thinking
- Problem-Solving
- Time Management
- Interpersonal & Communication Skills
- Customer Service Excellence
- De-escalation Techniques
- Teamwork & Collaboration
- Salesforce
- CRM
- SaaS
Certification
- Property & Casualty Adjuster resident license in MN and New York, reciprocal to all states.
- Property & Casualty Producer license in Minnesota
- Professional Project Manager
Skills
Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), Policy Analysis, Claims Handling & Investigation, Policy Interpretation, Knowledge of Insurance Regulations, Critical Thinking, Problem-Solving, Time Management, Customer Service Excellence, De-escalation Techniques, Teamwork & Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Auto & Property Claims Adjuster
AMERICAN FAMILY INSURANCE SERVICES
11.2022 - 05.2025
Senior Claims Representative
AMERICAN FAMILY INSURANCE SERVICES
03.2021 - 11.2022
Sales Manager, Client Services
DIRECT INTERACTIONS, INC.
05.2020 - 03.2021
Technical Project Manager
UNITED HEALTH GROUP
09.2007 - 02.2020
Master of Science - Computer Information Systems
University of Phoenix
Bachelor of Science - Computer Science
DeVry Institute of Technology