LaToya Graham
Hartford,CT
Summary
Dynamic professional with a proven track record at The Hartford, excelling in high-stakes environments by leveraging exceptional risk management and superior customer support skills. Expert in navigating complex claims and fostering team collaboration, significantly enhancing department efficiency. Demonstrates a high-energy, positive attitude, ensuring customer satisfaction and business growth.
Overview
6
6
years of professional experience
Work History
Commercial Lines Auto Damage Claims Representative
The Hartford
Hartford, CT
02.2022 - Current
- Investigate auto claims involving commercial businesses
- Handle a high volume of claims, with focus and accuracy
- Critical thinking skills inclusive of investigation, decision making and conflict resolution
- Review commercial insurance coverage to ensure that the policy covers their request for payout
- Investigate the incident and conduct interviews if necessary to obtain statements
- Collecting visual evidence such as photos, videos, police reports
- Make decision to determine liability and communicate coverage nuances to the insured
- Assist my customers by educating them about their coverages and the claim process
- Continuously contribute assistance to my team and department during times of high volume
- Mentor I help advise and guide new adjusters to the department
Personal Lines Auto Damage Claims Representative
The Hartford
Windsor, CT
04.2020 - 02.2022
- Negotiated liability exposures and claimant carriers on behalf of policyholders
- Educated and assisted the insured on claimants’ policy and the claims process
- Worked cooperatively with claimants or clients to arrange vehicle inspections
- Assisted and participated in the collection and gathering of data and information for cases that will appear in court for various reasons
- Analyzed case files for clients to determine the level of loss and compensation
- Remained current and up to date with the latest auto repair information
Customer Service Representative
The Hartford
Windsor, CT
02.2019 - 04.2020
- Evaluated customer account information to assess current issues and determine potential solutions
- Delivered high level of service and support to each customer, paving way for future business opportunities
- Documented conversations with customers to track requests, problems and solutions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to determine best methods to resolve service and billing issues
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Reviewed account and service histories to identify trends and issues
- Worked with managers to develop service improvement initiatives
Education
Air/Travel Specialist Diploma -
International Air and Hospitality Academy
Vancouver, WA03.2014
Some College (No Degree) - Business Administration and Management
North Carolina A & T State University
Greensboro, NCSkills
- Effective oral and written communication
- Thrive in a fast-paced environment
- Provides superior support to customers and clients
- Teamwork skills in a professional work environment
- Strong underwriting and risk management understanding
- Effective time management
- High-energy, positive attitude
- Highly organized
- Experience working a flexible schedule
Volunteer Experience
Food Sorting -BLFD- The Hartford, 07/01/24, Hartford, CT
Timeline
Commercial Lines Auto Damage Claims Representative
The Hartford
02.2022 - Current
Personal Lines Auto Damage Claims Representative
The Hartford
04.2020 - 02.2022
Customer Service Representative
The Hartford
02.2019 - 04.2020
Air/Travel Specialist Diploma -
International Air and Hospitality Academy
Some College (No Degree) - Business Administration and Management
North Carolina A & T State University