Madison Thacker
McDonough
Summary
Dedicated professional with extensive experience in the automotive industry, possessing strong customer service, scheduling, and documentation skills. Recognized for efficiency and reliability, consistently contributing to team success and goal achievement. Eager to leverage exceptional communication, interpersonal, and organizational abilities to drive results and enhance operational effectiveness. Committed to fostering positive relationships and delivering high-quality service in every interaction.
Overview
7
7
years of professional experience
Work History
CLAIMS ASSOCIATE - AUTO INITIAL LOSS REPORT
State Farm
01.2025 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Ability to communicate clearly, professionally, and empathetically
- Investigates, evaluates, and settles auto claims within the scope of initial loss reporting to include verification of coverage, legal liability, and extent of property damage.
- Explains coverage on liability, PIP/MPC/,UMPD, physical damage coverages and initiates auto processing for payments as appropriate.
- Utilizes understanding of policies, procedures, laws, statutes, and insurance regulations.
- Works in a team environment to handle and investigate low complexity/high volume work in a call center environment
- Developed in-depth understanding of insurance policies and procedures.
- Facilitated communication between departments and vendors to address claims.
- Confirmed excellent customer service by quickly resolving customer concerns.
- Verified client information by analyzing existing evidence on file.
Auto Collision Estimator
Classic Collision Inc.
10.2022 - 01.2025
- Experienced in preparing reports outlining estimated damages, repairs needed and associated expenses.
- Visually inspect vehicles to assess damage and collaborate with technicians for more details
- Capable of making decisions on whether a vehicle should be repaired or replaced based on estimated cost and value analysis.
- Answering inbound calls and making outbound calls to customers
- Use computer software to order parts, calculate costs, and gather customer information
- Communicate costs with customers, insurance adjusters, and technicians
- Gather updates on repairs and communicate them with customers as needed
- Providing exceptional customer service throughout the repair process, addressing inquiries and concerns promptly and professionally
- Research current market trends, industry standards, repair techniques, and more
- Update records, organize customer information, and delete old files as needed
Office Manager
Watkins Collision
09.2021 - 08.2022
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
- Resolved customer inquiries and complaints with timeliness and professionalism.
- Created and maintained filing systems to ensure accurate record keeping.
- Utilized excellent organizational skills to prioritize tasks effectively.
- Delivered quality customer service to staff and customers.
- Trained and onboarded new office staff members.
- Fostered relationships with vendors to expedite orders, repairs and maintenance.
- Created and reviewed schedules, maintaining staffing levels to meet service goals.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Facilitated month-end closing processes, invoicing and journal entries.
Customer Service Representative
Classic Collision Inc.
12.2019 - 09.2021
- Maintained expert level knowledge of the auto body industry and its products, services, trends, and regulations
- Developed positive relationships with customers through friendly interactions
- Performed quality assurance reviews on completed work to guarantee customer satisfaction
- Kept up-to-date records of all jobs performed including notes on any special requests
- Developed and maintained complex calendars for executives, ensuring accuracy of all scheduling activities
- Communicated effectively with customers both verbally and in writing
- Resolved customer complaints promptly with tactful problem-solving approaches
- Audit part invoices daily making sure they are entered into the file correctly
- Setting up tows for customers after filing claims
- Processed customer payments accurately and posted them to appropriate accounts in a timely manner
- Monitored daily bank activity including deposits and electronic fund transfers
Pharmacy Technician/Customer Service Representative
CVS Health
08.2018 - 07.2019
- Educated customers on special pricing opportunities and company offerings
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Stocked shelves in proper places
- Researched customer health insurance plans to provide prescription authorization and efficient patient care
- Created new customer profiles and updated information in pharmacy computer systems
- Reviewed and monitored patient medication files and lab data in hospital setting
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits
- Counseled patients on appropriate use of over-the-counter and prescription medications
Education
High school diploma -
South Paulding high school
Douglasville, Georgia01.2017
Skills
- Inbound and outbound calling
- Customer service expertise
- Positive energy
- Product organization
- Quality assurance
- Effective listening
- Data entry
- Proficient in time management
- Problem-solving expertise
- Achieving production targets
- Thorough understanding of total loss
- Claims Inspections
- Repair process knowledge
- Automotive Knowledge
- CCC pathways expertise
- Mitchell experience
Languages
English
Advanced
Timeline
CLAIMS ASSOCIATE - AUTO INITIAL LOSS REPORT
State Farm
01.2025 - Current
Auto Collision Estimator
Classic Collision Inc.
10.2022 - 01.2025
Office Manager
Watkins Collision
09.2021 - 08.2022
Customer Service Representative
Classic Collision Inc.
12.2019 - 09.2021
Pharmacy Technician/Customer Service Representative
CVS Health
08.2018 - 07.2019
High school diploma -
South Paulding high school
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