Marcy Castillo
Canyon Lake,TX
Summary
Over twenty years of experience with a developed track record of analytical and problem-solving skills, the ability to clearly document and collect data, and strong written and verbal communication skills to internal and external partners.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Claims Adjuster - Fire, Theft & Vandalism
USAA
04.2023 - 09.2024
- Responsible for analyzing coverage and liability, repair management, vehicle damage assessment and rental management
- Consult with agents, witnesses, law enforcement, fire department personnel, vehicle service providers, and forensic specialists
- Determined liability outlined in coverage and assessed documentation such from police d body shop providers to understand damages incurred.
- Complete thoroughly recorded statements of all potential claiming parties and material parties
- Investigated and assessed damage to property and reviewed property damage estimates.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Prepared summaries of damage, payments, and policy coverage.
Non-Injury Auto Claims Adjuster
USAA
09.2015 - 03.2023
- Responsible for adjusting non-injury claims by or against members through the end-to-end claims processes and settling claims in compliance to state laws and regulations
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Collects data and documents through the end-to-end claim process through various channels
- Serves as a mentee and resource for newly hired non-injury claims adjusters providing coaching and support
- Coach for 3rd party employees of USAA non-injury auto claims, providing new hire support to develop and mitigate risk through effective coaching on claims frameworks and guidelines
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
Family Support Specialist
Commonwealth of Kentucky
05.2013 - 07.2015
- Regional Child Support Specialist selected to enforce child support payments including initiating obligated money amounts to state clients
- Conducted weekly reports to maintain positive money accounts between Child Support Enforcement County offices and clients serviced in the State of Kentucky
- County state worker in which participates in reviewing cases to provide state assistance and eligibility for the Food Stamp Program and Medical Services
- Conducted interviews with adults and families to accurately assess the needs to determine eligibility in an office setting or via state call service center
- Determines initial and ongoing eligibility for public assistance to include the Affordable Care Act
- Advocated for families within various organizations, ensuring their voices were heard and needs were met.
- Enhanced family well-being by providing comprehensive support services and resources.
- Maintained detailed case notes documenting client interactions, interventions provided, progress made, and any barriers encountered during service delivery.
Education
Bachelor of Arts - Human Services Management
University of Phoenix
Online05-2010
Associate of Science - Communications
University of Phoenix
Online07-2007
Skills
- Critical thinking
- Active listening
- Highly motivated
- Advanced oral and written communication skills
- Team collaboration
- Customer service
- Call center operations and experience
- Microsoft Outlook / PowerPoint
- De-escalation techniques
- Data entry
Timeline
Claims Adjuster - Fire, Theft & Vandalism
USAA
04.2023 - 09.2024
Non-Injury Auto Claims Adjuster
USAA
09.2015 - 03.2023
Family Support Specialist
Commonwealth of Kentucky
05.2013 - 07.2015
Bachelor of Arts - Human Services Management
University of Phoenix
Associate of Science - Communications
University of Phoenix
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