Kimberly Morris

• - Investigate and assess first- and third-party auto property damage claims, ensuring accuracy in coverage application and fair settlements.
  - Collaborate with legal and SIU departments to detect fraud and escalate suspicious claims for further review.
  - Lead negotiations with claimants and repair facilities, maintaining policy compliance and company standards.
  - Maintain a caseload of 100+ active files with high accuracy and timeliness, reducing supplemental payments and rework.
  Key Wins:
  - Identified and escalated multiple fraudulent claim patterns, contributing to measurable loss reduction.
  - Reduced average claim cycle time by streamlining internal communication with vendors and legal partners.

• - Operated a successful personal care business, overseeing all aspects of daily operations, staff supervision, customer service, marketing, and compliance.
  - Managed budgeting, payroll, vendor relations, and scheduling, maintaining financial stability and profitability.
  - Developed client retention strategies that led to consistent repeat business and high customer satisfaction.
  - Hired, trained, and led a team of 6 employees, ensuring excellent service delivery and operational consistency.
  - Navigated pandemic-related restrictions with strategic pivots in marketing and service offerings to sustain revenue.
  Key Wins:
  - Achieved steady year-over-year growth in client base and service sales through strong community engagement and targeted outreach.
  - Maintained 4.9-star online reputation and high retention during COVID, demonstrating adaptability and leadership under pressure.

- Managed a portfolio of over 6,000 households, providing multi-line insurance solutions and ensuring policyholder satisfaction.
- Acted as the lead claims liaison, resolving escalated issues and assisting customers through the full claims process.
- Conducted comprehensive policy reviews and needs analyses, driving policy retention and upsell opportunities.
- Recruited, trained, and mentored junior team members in service protocols, compliance, and product knowledge.
- Supported office operations including compliance audits, state licensing, and technology integration.

- Ensure adherence to state-specific regulations and carrier guidelines across NJ, FL, CA, and CT.

Key Wins:
- Played a critical role in transitioning the agency to paperless operations.
- Achieved consistently high customer satisfaction ratings, with renewal rates exceeding agency benchmarks.