Summary
Overview
Work History
Education
Skills
Timeline
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Maria Ross

Wylie,TX

Summary

Results-oriented Claims Manager with over 11 years of claims experience. Passionate about coaching and settling injury claims. Possesses exceptional leadership and communication skills. Ready to help team achieve success.

Overview

20
20
years of professional experience

Work History

Claims Manager

GEICO
01.2022 - Current
  • Increased yearly recoveries by $59 million
  • Increased Net Recoveries by $8.6 million in 1Q2023 and 2Q2023
  • Centralized PIP, UM, and Litigation Recovery Units by creating countrywide processes .
  • Determine proper course of action for claims processing and recovery efforts
  • Work closely with claims legal to determine proper course of actions that would maximize recovery efforts
  • Revamped legal referral process which reduced legal expenses by $3.6 million
  • Conduct staffing analysis to ensure units are staffed accordingly based on optimal productivity

Bodily Injury Claims Supervisor

GEICO
02.2018 - 01.2022
  • Top Rated Supervisor in 2021-2 out of 23 in injury claim department-Unrepresented Claims Team
  • Top Rated Supervisor in 2020-3 out of 35 in injury claim department-Attorney Represented Team
  • Led department in Timely Liability Investigations-liability resolved in 2.5 days
  • Piloted Early Claims Resolution Team-used AI for BI and improved Offers out within 7 days by 6.5% while also improving Percentage Settled within 7 days by 3.4%
  • Developed 3 injury adjusters who were promoted to litigation adjusters and trainer
  • Helped train multiple transition classes on DFW Claims Handling
  • Monitored team performance and reduced quartile variances
  • Enforced compliance with company claims processes and procedures.
  • Investigated, evaluated and adjusted bodily injury claims in accordance with company standards and laws
  • Optimized case management with establishment of best practices

Liability Claims Supervisor

GEICO
03.2017 - 11.2017
  • Ranked among the top 3 Teams in the first 3 months of tenure-Rated 6 out of 33 supervisors during my time in liability
  • Led the department in ARX Utilization of 79.4% in the month of July 2017
  • Developed 3 adjusters on my team who were promoted to injury claims
  • Coached underperforming adjuster who had been on orientation for over a year to achieve proficiency in 6 months.
  • Monitored team performance and reduced quartile variances in performance ,
  • Enforced compliance with company claims processes and procedures.
  • Investigated, evaluated and adjusted claims in accordance with standards and laws.
  • Optimized case management with establishment of best practices.

CSR Claims Supervisor

GEICO
05.2016 - 03.2017
  • Top Rated Supervisor Countrywide in January 2017
  • Ranked 10 out of 38 supervisors
  • Developed 6 adjusters on my team who were promoted to liability claims and auto damage team
  • Coached 2 underperforming associates to achieve high ratings in 2017
  • Coached and mentored claims associates to deliver excellent customer service to our customers
  • Developed Customer Service Surveys (CSS) Follow Up in which adjusters called customers to set up First Notice of Loss claims to check in. As a result, CSS surveys increased. This practice was adopted by the department.
  • Resolved escalated customer complaints

Supervisor Preparation Program

GEICO
01.2016 - 04.2016
  • Completed Supervisor and Leadership company courses
  • Completed coaching rotation by supervising a small team of new hires
  • Developed associate who struggled with Customer Service Surveys into becoming proficient in this area

Litigation Adjuster

GEICO
04.2014 - 12.2015
  • Ranked 9 out of 80 adjusters for South Texas venue in 2015
  • First quartile in quality and productivity in 2014 and 2015
  • Reviewed coverage, liability and damages for all claims
  • Defended insureds in litigation brought against them
  • Handled complex and severe injury claims
  • Guided attorneys in the resolution of claim in suit
  • Attended mediation and trials to resolve injury claim

Bodily Injury Claims Adjuster

GEICO
04.2013 - 02.2014
  • Reviewed coverage, liability and damages for all claims
  • Negotiated injury settlements with attorneys and unrepresented claimants
  • Ranked 25 out of 100 adjusters in 2013
  • First quartile performance in BI/UM settlements and Time to Resolve Liability
  • Assisted peers in settling injury claims by sharing best practices

Liability Claims Adjuster

GEICO
01.2012 - 03.2013
  • Conducted coverage and liability investigations by obtaining recorded statements from policy holders, claimants and witnesses and reviewing police reports
  • Responsible for handling PIP claims
  • Processed timely payments once coverage was afforded
  • Walked policy holders and claimants through auto repair process
  • Referred suspicious claims to SIU team for further review



Personal Banker

Chase Bank
06.2003 - 01.2012
  • Completed high school internship program and obtained permanent role upon graduation
  • Assisted customers with setting up and closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs
  • Provided excellent customer service to all customers

Education

Bachelor of Science - Economics

Southern Methodist University
Dallas, TX
12.2008

Skills

  • Bilingual in Spanish
  • Ability to Multi-task
  • Problem Solver
  • Innovative
  • Flexible
  • Critical Thinker
  • Liability Management

Timeline

Claims Manager

GEICO
01.2022 - Current

Bodily Injury Claims Supervisor

GEICO
02.2018 - 01.2022

Liability Claims Supervisor

GEICO
03.2017 - 11.2017

CSR Claims Supervisor

GEICO
05.2016 - 03.2017

Supervisor Preparation Program

GEICO
01.2016 - 04.2016

Litigation Adjuster

GEICO
04.2014 - 12.2015

Bodily Injury Claims Adjuster

GEICO
04.2013 - 02.2014

Liability Claims Adjuster

GEICO
01.2012 - 03.2013

Personal Banker

Chase Bank
06.2003 - 01.2012

Bachelor of Science - Economics

Southern Methodist University

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Maria Ross