Marisa Gallo

• Current property adjuster with in depth knowledge of P&C insurance contracts, forms and endorsements, resolve complicated files and disputes, experience on a Property Catastrophe team handling inside or field claims (i.e. wind, hail, hurricane, flooding) and deployed out of state to assist our members and assisted with property field inspections and personal property field inspections, experience scoping property losses, assessing damages, interpreting policy and making claim decisions, work from home under limited supervision to perform and complete work assignments and close claims, investigate and evaluate complex claims, maintain compliance practices and knowledge of state specific regulations and legislation, knowledge of Microsoft Word, Excel , XactAnalysis, Xactimate, XactContents and Power Point, work with third party vendors (PDRP) and contractors, handle loss of use for members, support catastrophe operations as needed, working on my SCLA designation
• Used Xactimate to compile estimates for personal property and structure damage.
• Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
• Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.

Manage a high volume workload and high volume of calls, reviewed and adjusted policy changes for both automobile and property policy's, work in member retention in retaining customers that may be a threat to cancel their policy, manage a high-volume workload within a deadline-driven environment.

• Implemented improvements to existing workflows for better time management and increased productivity within the team.
• Participated in regular team meetings contributing valuable insights leading towards process improvement initiatives.
• Resolved complex issues with effective problem-solving skills, resulting in increased member retention.

Worked with USAA outbound winback campaign team, selected to be an Insurance Protection Team Ambassador and a Life Insurance Subject Matter Expert for the P&C area, . administered presentations to other areas to encourage and discuss the importance of an insurance review, took inbound calls to assist in adjusting auto and property policy's

• Effectively prioritized tasks during peak periods or high call volumes without compromising accuracy or attention to detail.
• Utilized customer feedback to identify areas for improvement in service delivery, driving continuous growth.
• Enhanced customer satisfaction by efficiently resolving issues and addressing concerns.
• Educated customers on available products and services, promoting upselling opportunities when appropriate.

Manage schedules for call center areas, effectively maintain phone coverage while having to schedule meetings, house calls and classes that needed to be scheduled, created spreadsheets to schedule all representatives, authority to approve and decline leave based on the availability of the phone environment, manage a high-volume workload within a goal oriented environment. Ability to meet performance benchmarks in all areas by contributing to P&C business goals.

• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Conducted thorough research to identify trends and inform decision-making for business growth initiatives.