LARELLE MALVEAUX

Provided professional and compassion care to individuals with various physical, mental and cognitive disabilities where my duties included but were not limited too:

• Monitoring and documenting changes in clients condition, promptly reporting any concerns to medical and healthcare professionals.
• Engaged clients in meaningful activities to promote social interaction and cognitive stimulation.
• Provided emotional and wellness support to the client developing positive & trusting long term relationships.
• Patient, empathetic and compassionate in challenging situations to ensure clients felt supported and valued.
• Provided counseling and care to families of the clients during stressful times, including adjustment periods for new lifestyles or a loved one’s deteriorating health.
• Maintaining records of patient care, condition, progress or problems to report and discuss observations with supervisor or case manager.
• Skilled in administering medications, monitoring vital signs, and providing companionship and emotional support to patients.
• Proficient in medication management and adherence to care plans developed by healthcare professionals.
• Proven track record of providing compassionate care while adhering to safety, family, company, state, and medical protocols; exceeding expectations.

Specialized in handling attorney repped bodily injury claims to negotiate settlements within Geico's claim department where my duties included but were not limited too: Conducting interviews with insureds, claimants, witnesses, and experts to gather information and evidence to support litigation decisions. Conducted detailed investigations into liability, policy contract limits, state guidelines and legal case files. Reviewed case law and venue to predict outcome of presented claims and to set proper reserves and timely handling of file and potential claim exposure. Prepared comprehensive reports, documentation, and evidence for litigation cases, including participation in mediation and settlement conferences. Managed a high-volume caseload of complex claims, adhering to strict deadlines and regulatory requirements. Responded to letters of representation, subpoenas and reviewed demands and legal paperwork from attorneys and responded appropriately. Drafted legal documents, including offer letters, settlement agreements and court pleadings, in compliance with relevant laws and regulations. Represented the company in litigation proceedings and communicated with outside legal counsel. Negotiated settlements with claimants, insurance carriers and opposing counsel to resolve disputes efficiently and effectively. Negotiated settlements and resolved claims within policy limits while adhering to state regulations.

• Achieved favorable outcomes for the company by effectively presenting evidence, arguing legal points, referencing case law and advocating for fair settlements in challenging litigation cases.
• Recognized by the training department as a reliable resource, with my exceptional call recordings routinely selected as reference examples for trainee learning sessions.
• Awarded "Adjuster of the month" May 2021 & August 2021 & achieving top results in department closures/productivity metrics.
• Relied on to collaborate with legal counsel and external experts to provide support in preparing cases for trial, depositions, and court appearances.
• Volunteered regularly over the course of my career within the companyʼs Geico Cares initiative acting as a "Volunteer Lead" donating my time and resources to numerous organizations to include; The Houston Food Bank, Salvation Army, Meals on Wheels, United Way and Penny Wise to name a few.
• Completed training rotation within Geico's Special Investigation Unit where I learned to conduct thorough investigations into fraud, theft, and other criminal activities within the claims process. Collaborated with law enforcement to gather evidence and build cases against suspects. Implemented strategies to prevent future fraudulent activities and protect company assets.

Analyzed and investigated first and third party bodily injury claims to determine extent of company's liability assisting customers who wished to handle the claim independently without attorney representation where my duties included but were not limited too: Evaluating claim to determine coverage and liability. Reviewing medical records, police reports, and other evidence to assess the extent of injuries and medical treatment required / seeking. Established and maintained high level of positive working relationships with internal and external customers, ensuring satisfaction with company services. Reviewed medical billing to ensure that injuries and treatment claimed are casually related to the accident. Processed medical bills and records in accordance with insurance policies and state regulations. Staying up-to-date on medical billing codes, industry trends, and regulatory changes to ensure compliance and accuracy in claims processing. Identified and resolved treatment discrepancies or inconsistencies in claims to prevent fraudulent or inaccurate medical billing. Settled minor to complex injury claims after monitoring ongoing medical treatment and/or other ongoing procedures for appropriateness. Consistent leader in customer service scores using patience and empathy to provide professional responses when speaking to a wide variety of people in various stages of expectation. Referred files appropriately based on suspicious facts of loss, damages, or where liability subrogation potential was evident.

• 2019 Director's Club Award recipient for top 10% results in regional company productivity, customer experience and quality scores.
• Completed 4 weeks of business travel with the company to our corporate home office in Fredericksburg VA to receive corporate training in various forms of claims litigation, negotiation, legal liability, legal damages, negligence, bad faith and complex injury modules.
• Awarded certificate of "Legendary Service" for perfect results in the customer experience core metric.
• Achieved favorable outcomes in negotiating settlements with customers, utilizing strong negotiation skills and empathy to achieve fast, fair and equitable settlement resolutions resulting in 68% of my weekly assigned caseload being resolved within 7 days of initial assignment.
• Completed company leadership diversity, equity and inclusion training where I learned additional skills, methods and practices essential for creating and maintaining a respectful, inclusive workplace.
• Regularly volunteered to take on additional responsibilities within the department including taking on the workload of team members who were out sick or on vacation, assisting supervisor with resolving disgruntled customer complaints, fixing claim files that were full of technical errors.
• Consistently met and exceeded performance metrics of job requirements. Promoted.

Successfully supervised and developed 4 rotations of new hire employees through the acclimation process of the service representative position within geico's claims department where my duties included but were not limited too: Supervising a team of 8 members within the 3 month transition period overseeing their growth and performance, providing feedback, and conducting regular performance reviews. Maintaining a record of tardy and absent employees daily. Leading daily meetings with team members to communicate company updates, goals, and expectations of the day. Ensured all team members completed all training/onboarding lessons and have a thorough understanding of material presented. Instructed trainees through lectures, discussions and live demonstrations. Designed and created daily lesson plans for activities. Conducted one-on-one coaching sessions with team members to identify skill gaps and provide personalized development plans.

• Built positive relationships with my team adding value to the "new hire" onboarding experience desired by company ensuring employees felt valued, considered and supported along their journey.
• Developed and implemented fun and interactive learning techniques to increase student understanding of seemingly complicated course materials.
• Designed and implemented personalized customized development plans for team members based on their strengths, weaknesses/areas of opportunities, and career aspirations.
• Drafted job aids to further assist associates retain presented material when they communicated their were confused or unclear on certain processes.
• 100% of team members successfully completed transition graduating to become floor adjusters in which we celebrated with a pot luck styled party.
• Consistently met and exceeded performance metrics of job requirements. Promoted.

Investigated and assessed insurance coverage for reported claims flagged as failing to meet policy and contract obligations to determine if coverage would be afforded. Where my duties included but were not limited too: Conducting detailed day one investigations into policy/coverage including securing recorded statements from involved parties, obtaining contractual documentation, requesting and reviewing any additional evidence into policy and coverage status. Empathetically explained to all involved parties investigation process timeframe, current status of claim and advised coverage may not be afforded due to a coverage or policy/contract concern. Completed timely and thorough investigations to expedite process for all parties waiting to confirm coverage. Prepared detailed reports on investigation findings and presented recommendations to senior management. Prepared and sent reservation of right letters, coverage denials and disclaimers using the state required language within the state required timeframe. Adhered to all statutory and regulatory fair claims practices.

• 4x Recipient of the Houston Has Heart Award (based on performance, feedback of management, peers, and customers for going above and beyond expectations to assist and help those in need)
• Received recognition as a Hurricane " Harvey Hero" for going above and beyond the call of duty helping roughly 67 callers per day process their claim the week of the hurricane working 12 hour shifts to help the company clear out its backlog.
• Acted as "team lead" serving as a technical resource to lesser experienced adjusters. Assisting my peers daily with their given workload.
• Collaborated with management to create exciting contest to boost department morale and produce top quartile productivity results helping the office/department to move up in rank from 6th to 2nd in productivity for the given quarter of review.
• Acknowledged and awarded a member of geico's directors club based on "exceptional work performance".
• Routinely generated perfect 5.0 audit scores in file quality, productivity, and the customer experience metrics exceeding the targeted goal of 3.0 by 48%.
• Consistently met and exceeded performance metrics of job requirements. Promoted.

Worked alongside the training staff and analyst teams within Geico to conduct quality assurance monitoring of company's service expectations, claim file accuracy, product standards, procedure adherence and process completion. Where my duties included but were not limited too: Listening to representative calls either recorded live or side-by-side while communicating feedback. Auditing representative claim files and calls recording a rating or score that would be used, considered and analyzed in multiple layers of inter-company business. Attended and contributed to cross-functional team meetings to identify root causes of quality issues, implemented corrective actions and recommended resolutions. Proposed process improvements to enhance operations, ensure reliability of systems, and minimize downtime, errors, and defects.

• Led cross-functional team meetings to explain updated processes to department members and answered any questions related to the presented changes.
• Identified calls, files, processes and procedures failing to meet predefined standards, identified the problem and presented training staff and analyst teams with a plan to change the trend.
• Conducted thorough analysis of system/software requirements and pitched creative and innovative ways we could update our program system using technology to address and close gaps in quality. Resulting in a program created by the name of " Call Navigator" which navigated representatives automatically through the data collection process solving the departments issue of files that lacked fundamental information to move forward through claims process.
• Collaborated with development & analyst teams to ensure efficient and effective testing strategies of new products, processes, and procedures.
• Developed training material to present to department on new processes, system updates and procedures that would be implemented.
• Regularly praised by management and peers for my strong attention to detail, analytical thinking skills, and systematic approach to problem-solving.
• Consistently met and exceeded performance metrics of job requirements. Promoted.

Provided exceptional customer service processing general liability claims where my duties included but not limited too: Collecting information from callers who wished to report first and third party damage claims. Explained 1st and 3rd party coverages to customers as it related to applicable claims and coverage. Conducted preliminary investigations to determine loss details through various methods of contact. Attained statements from involved parties to determine liability. Updated appropriate parties as needed with claim status. Reviewed statements to ensure type of loss clarification was set correctly to avoid unnecessary surcharges. Verified claim settlements and payments were in compliance with company policies and procedures. Updated and maintained accurate customer records and account information to ensure data integrity. Successfully managed a high volume of claims & inbound /outbound phone calls. Administrative task included but not limited to typing, processing payments/mail and sending and responding to email correspondence.

• Ranked #1 associate in the company's claim service department based on customer feedback to include surveys, compliment calls and satisfaction emails against roughly 352 other associates. 1st and 2nd quarter 2015.
• Documented, responded to and collaborated with management to resolve customer complaints and concerns effectively, maintaining a personal customer satisfaction rate of over 97%.
• Empathized with callers and made an effort to connect with them through the loss experience building excellent rapport leaving the caller with a lasting positive impression of the company and their personal experience.
• Acted as a "team lead" to my 11 team members ensuring their questions regarding certain job processes and procedures were answered in a timely manner.
• Took the initiative to convince non insureds and general business callers to get a quote and become a member of the geico family resulting in positive policy sales conversions for the company.
• Consistently met and exceeded performance metrics of job requirements. Promoted.