Hi, I’m
lisa Umlauf
Avondale,AZ
Summary
Hands-on professional with demonstrated background in vehicle design, repair, and salvage values. Offering many years of experience determining repair costs through accurate and thorough appraisals.
Overview
16
years of professional experience
Work History
State FarmTempe, Arizona
Auto Claim Specialist
01.2021 - 01.2025
Job overview
- Determined cause and extent of damages by investigating claims with underwriters and insurance agents in field.
- Received incoming calls from insureds or claimants seeking assistance with their auto claims.
- Conducted inspections on damaged vehicles and generated accurate estimated costs for repair work.
- Advised customers on the progress of their claim status throughout the duration of the claim process.
- Negotiated settlements with claimants, attorneys and other parties involved in the claim process.
- Investigated auto accident claims to determine liability and coverage.
- Provided exceptional customer service, addressing concerns and questions promptly.
- Evaluated claims for possible fraud, contacting appropriate department for assistance and further investigation.
- Investigated auto insurance claims to ensure accuracy and completeness of information.
- Maintained detailed records of all claims activities and documentation for auditing purposes.
- Communicated effectively with policyholders, explaining claim processes and decisions clearly.
- Assessed damage estimates by reviewing repair bills from body shops or mechanics.
- Evaluated financial losses incurred by clients due to accidents involving automobiles.
- Utilized claims software and databases for tracking and managing active claims.
- Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.
- Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.
- Evaluated extent of damage and documented findings.
- Performed detailed analysis of complex claims to determine appropriate course of action.
- Negotiated settlements with claimants and attorneys to resolve claims efficiently.
- Maintained up-to-date knowledge of state regulatory requirements affecting auto claims handling.
- Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction.
- Researched and verified insurance policy coverage.
- Documented all claim activities thoroughly in company systems for audit and compliance purposes.
- Documented vehicle damage and condition by taking meticulous notes and photographs.
- Managed heavy workload of ongoing cases thanks to strong organizational, time management, and collaboration skills.
- Resolved repair cost inquiries, consulting with various appraisers for second opinions to resolve disagreements.
- Corresponded with claimants via mail or email regarding questions about their auto insurance claim.
- Developed and maintained professional relationships with external partners, including tow companies and rental agencies.
- Interpreted policy language to apply appropriate coverages and exclusions in claim decisions.
- Determined salvage value for total-loss vehicles.
- Ensured compliance with internal controls, policies, and procedures in the handling of claims.
- Identified and pursued subrogation opportunities to recover claim costs.
- Coordinated with third party vendors such as appraisers or adjusters to resolve complex issues within a timely manner.
- Reviewed automobile policy coverage and determined benefits for claimants.
- Reviews and adjusts claims by claim processing guidelines.
- Utilized resources and prior experience in industry to determine if claims should be approved for payment or denied.
- Coordinated with body shops and repair professionals to validate repair costs and methods.
- Provided customer service to policyholders regarding their auto claims inquiries or concerns.
- Managed workload to ensure timely follow-up and resolution of all assigned claims.
- Worked effectively in team environments to make the workplace more productive.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized various software and tools to streamline processes and optimize performance.
Caliber CollisionEscondido, California
Office Manager
03.2009 - 12.2021
Job overview
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Analyzed business performance data and forecasted business results for upper management.
- Negotiated contracts with vendors, securing favorable terms and cost savings.
- Managed office inventory and placed new supply orders.
- Implemented quality control measures to uphold company standards.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Supervised staff members, organized schedules and delegated tasks.
- Maintained confidential records relating to personnel matters.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Used judgment and initiative in handling confidential matters and requests.
- Responded to customer inquiries via phone or email in a professional manner.
- Monitored inventory levels and placed orders when needed.
- Processed payroll accurately ensuring all employees were paid on time.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Maintained filing system for records, correspondence and other documents.
- Coded and entered daily invoices with in-house accounting software.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Managed office budget to handle inventory, postage and vendor services.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Organized company events including holiday parties, team building activities .
- Reviewed completed work to verify consistency, quality, and conformance.
Caliber CollisionOceanside, California
Service Advisor
03.2009 - 12.2021
Job overview
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Greeted customers and addressed their needs in a professional manner.
- Updated databases with new and modified customer data.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Promptly responded to customer inquiries via phone, email or in person.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Collected deposits or payments and arranged for billing.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Participated in ongoing training activities related to automotive technology advancements.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong relationships with customers by providing exceptional customer service.
- Updated system with order specifics and customer details, preferences, and billing information.
- Resolved customer complaints in an efficient and courteous manner.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Followed up with existing customers regarding past services performed on their vehicles.
- Conducted customer satisfaction surveys to identify areas for service improvement.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Maintained records of customer interactions and transactions.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Prepared invoices for services rendered and collected payments from customers.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Ensured that all customer inquiries were handled promptly and accurately.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Miracle Costa CollegeOceanside, California
GED
Skills
- Expert negotiation
- Policy interpretation
- Damage assessment
- Claims investigation
- Claims investigations
- Insurance regulations
- Multi-line phone system
- Insurance regulations knowledge
- Claims handling
- Damage mitigation
- Fraud detection
- Organizational skills
- Customer service
- Detail orientation
- Industry regulations
- Loss evaluation
- Body shop operations
- Critical thinking
- Multitasking
- Appointment coordination
- Vehicle inspection
- Professionalism
- Conflict resolution
- Self motivation
- Continuous improvement
- Teamwork and collaboration
- Computer proficiency
- Teamwork
- Damage estimation
- Team collaboration
- Negotiation skills
- Active listening
- Damage assessments
- Task prioritization
- Reliability
- Relationship building
- Auto repair estimation
- Communication skills
- Management skills
- Claims process explanation
- Auto parts identification
- Repair cost estimation
- Decision-making skills
- Time management abilities
- Vehicle valuation
- Problem-solving abilities
- Total loss evaluation
- Salvage value determination
- Effective communication
- Independent working
- Insurance law
- Claims processing
- Decision-making
- Damage documentation
- Attention to detail
- Excellent communication
Timeline
Auto Claim Specialist
State Farm
01.2021 - 01.2025
Office Manager
Caliber Collision
03.2009 - 12.2021
Service Advisor
Caliber Collision
03.2009 - 12.2021
Miracle Costa College
GED
Similar Profiles
ALBERTO ESCOBAR RUIZALBERTO ESCOBAR RUIZ
Claim Specialist; and Producer at State Farm Corporate & State Farm AgencyClaim Specialist; and Producer at State Farm Corporate & State Farm Agency
Bethany GandyBethany Gandy
Insurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State FarmInsurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State Farm
Dedra ClayDedra Clay
Underwriting Service Assistant Team Resource at State FarmUnderwriting Service Assistant Team Resource at State Farm
Isaiah SkinnerIsaiah Skinner
Claims Adjuster at State FarmClaims Adjuster at State Farm
Beatriz C. RodríguezBeatriz C. Rodríguez
Adjunct Professor of Humanities, Culture and Language at Maricopa County Community DistrictAdjunct Professor of Humanities, Culture and Language at Maricopa County Community District