KRESHELL SCOTT
Spring
Summary
Results-driven Subrogation Claims Representative at GEICO with expertise in claims investigation and customer communication. Proven track record in total loss evaluations and subrogation analysis, consistently exceeding performance metrics. Adept at policy analysis and maintaining high customer satisfaction through effective problem-solving and collaboration.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Subrogation Claims Representative
GEICO
Katy
01.2021 - Current
- Conduct thorough investigations of auto damage claims to determine liability, assess damages, and ensure proper application of coverage policies.
- Perform detailed total loss evaluations, including vehicle inspections, market value research, and coordination with vendors and salvage partners.
- Engage in comprehensive subrogation investigations, identifying potential recovery opportunities and working closely with third parties and legal teams to recover costs.
- Communicate with policyholders, claimants, repair facilities, and internal departments to provide timely updates and maintain high customer satisfaction.
- Utilize digital estimating tools and in-house systems to write accurate repair estimates, validate damage consistency, and control loss severity.
- Analyze policy terms and conditions to verify coverage, identify exclusions, and resolve disputes in compliance with regulatory guidelines.
- Collaborate cross-functionally with the Total Loss and Subrogation departments to ensure seamless claim resolution, proper documentation, and financial accuracy.
- Consistently meet or exceed performance metrics in quality assurance, cycle time, and customer service benchmarks.
- Maintain compliance with state-specific regulations, GEICO policies, and industry standards through continued education and training.
Customer Service Lead
Teleperformance USA
Salt Lake City
06.2018 - 01.2021
- Analyzed customer data to provide insights on trends, preferences and needs.
- Implemented changes based on feedbacks received from customers.
- Handled customer inquiries and complaints in a professional manner.
- Developed strategies for improving customer satisfaction levels.
- Ensured compliance with company policies and regulations related to customer service operations.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
Customer Service Representative
Asurion Insurance Services
Houston
06.2016 - 06.2018
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
High School Diploma -
KLEIN FOREST
Houston, TX05-2009
Skills
- Claims investigation
- Total loss evaluation
- Subrogation analysis
- Customer communication
- Coverage verification
- Digital estimating
- Policy analysis
Accomplishments
- Top Performer Award, GEICO – Q1 2024
- Customer Satisfaction Excellence, GEICO – 2023
- Leadership in Subrogation Recovery, GEICO – 2022
Certification
- Licensed Claims Adjuster – Texas (All Lines)
- Licensed Claims Adjuster – Florida (All Lines)
Both licenses active and in good standing
Timeline
Subrogation Claims Representative
GEICO
01.2021 - Current
Customer Service Lead
Teleperformance USA
06.2018 - 01.2021
Customer Service Representative
Asurion Insurance Services
06.2016 - 06.2018
High School Diploma -
KLEIN FOREST
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