Leah Horton
Mansfield
Summary
Highly motivated and results-driven Claims Supervisor with a strong track record of exceeding customer expectations. Skilled in team leadership, claims adjudication, and customer service, with hands-on experience working with a wide range of service providers. Seeking a challenging opportunity where I can leverage my leadership abilities and extensive claims handling expertise to contribute to organizational success.
Overview
11
11
years of professional experience
Work History
VPP Claims Advocate
Toyota Financial Services
11.2024 - Current
- Serve as a primary point of contact for dealers, customers, and internal teams regarding Vehicle Protection Plans (VPP), ensuring accurate and efficient resolution of inquiries and concerns.
- Analyzing and processing claims related to mechanical repairs, excess wear and tear, and other covered incidents.
- Process contract enrollments, cancellations, and refunds in accordance with compliance standards and corporate policies.
- Educate customers and dealership personnel on the features, benefits, and coverage options of Toyota Financial Services’ VPP products, driving customer satisfaction and retention.
- Collaborate cross-functionally with underwriting, claims, and finance departments to ensure seamless service delivery and resolution of escalated issues.
- Maintain detailed and accurate records of all communications, transactions, and customer interactions using CRM systems.
- Identify process improvements and contribute to initiatives that enhance the customer experience and operational efficiency.
- Adhere to all regulatory requirements and maintain up-to-date knowledge of product offerings, industry standards, and internal procedures.
Home Warranty Claims Supervisor
IA American
01.2023 - 08.2024
- Directly supervised a team of 10–12 Claims Adjusters, ensuring productivity, quality, and performance objectives were consistently met.
- Oversaw the timely initiation and resolution of home warranty claims in full compliance with company policies and procedures.
- Collaborated with a diverse network of service providers -including plumbers, electricians, HVAC technician etc. while adjudicating home warranty claims to ensure accurate service delivery and customer satisfaction.
- Handled escalated issues involving vendors and customers, working to resolve disputes and build long-term customer loyalty.
- Trained and onboarded all new associates, equipping them with the knowledge and tools to succeed in their roles.
- Reviewed and approved employee timecards and time-off requests in alignment with company attendance policies.
- Played a key role in recruiting and selecting qualified candidates for claims adjuster positions, ensuring a strong fit for the team and organization.
- Regularly monitored performance metrics and provided coaching and feedback to improve individual and team outcomes.
- Conducted monthly one-on-one meetings with team members to review key performance metrics and provide developmental guidance.
- Fostered a collaborative, positive work environment that encouraged open communication and teamwork.
- Performed additional duties as needed to support department operations and organizational goals.
Home Warranty Team Lead
IA American
03.2018 - 01.2023
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Coached team members in techniques necessary to complete job tasks.
- Reviews and authorizes any claim that exceeds established limits for team members.
- Trained new team members
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Assisted with handling call queue as necessary
Claims Adjudicator
IA American
12.2016 - 03.2018
- Responsible for initiating warranty repair orders, documenting the customer complaint and making a determination on coverage eligibility.
- Interview vendors to obtain an accurate understanding of the type, cause and nature of a failure and whether or not it qualifies for coverage per the terms of the warranty contract.
- Evaluate and negotiate settlements which may include denial of claims due to no coverage for where no liability exists.
- Answer claims and coverage questions for homeowners, agents and service providers.
Claims Service Representative
EFG Companies
07.2014 - 06.2016
- Provided exceptional customer service by addressing concerns, answering questions, and initiating Auto Warranty Claims.
- Maintain accurate records and documentation of warranty claims and related activities.
- Communicate with customers to provide updates on claim status and address any concerns.
- Achieved positive results under pressure by successfully managing large workloads during peak seasons without sacrificing quality or attention to detail.
- Remain knowledgeable on all EFG products for proper administration and claim handling.
Education
High School Diploma -
J.A. Fair High School
Skills
- Ability to train, coach and develop new employees to exceed company objectives and standards
- Accountable for team performance and proactive with process changes
- Develops individual plans to assist with performance management and professional growth
- Exceptional Communication skills
- Ability to multi-task and meet deadlines in highly stressful situations
- Ability to maintain a high quality of professionalism in the workplace
- Utilize time and resources effectively to ensure that organization needs, guidelines and goals are met
- Host a positive work environment for my team
Timeline
VPP Claims Advocate
Toyota Financial Services
11.2024 - Current
Home Warranty Claims Supervisor
IA American
01.2023 - 08.2024
Home Warranty Team Lead
IA American
03.2018 - 01.2023
Claims Adjudicator
IA American
12.2016 - 03.2018
Claims Service Representative
EFG Companies
07.2014 - 06.2016
High School Diploma -
J.A. Fair High School
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