Mark Hill
Temecula,CA
Summary
Consummate Claims Associate knowledgeable Auto insurance coverage, policy terms and conditions. Facilitates claims processing by cultivating productive relationships with stakeholders. Blends analytical and administrative acumen throughout investigations and recommendations.
Overview
27
27
years of professional experience
Work History
Insurance Claims Specialist
GEICO
11.2022 - Current
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Expedited claim resolutions through effective negotiation with clients, adjusters, and other stakeholders involved in the process.
- Followed up with customers on unresolved issues.
- Safeguarded company interests by diligently identifying potential subrogation opportunities to recover costs from responsible third parties when applicable.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Conducted full claim investigations and reported updates and legal actions.
TA2
GEICO
03.2019 - 11.2022
- Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
- Interviewed relevant parties to determine claim denial or settlement.
- Evaluated coverage, liability and damages and investigated suspicious claims.
- Prevented unnecessary litigation by diplomatically resolving disputes over coverage, liability, and damages through negotiation.
- Implemented strategies to minimize litigation risks, collaborating closely with defense attorneys when necessary.
TA1
GEICO
07.2018 - 03.2019
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Negotiated with other involved parties to arrange settlements for maximum results
- Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
- Negotiated settlements with clients to achieve mutually beneficial outcomes while maintaining company interests.
- Prevented unnecessary escalations by addressing concerns effectively at the earliest stages of the dispute process.
Customer Service Representative
GEICO
01.1999 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Night Shift Manager
Taco Bell
01.1997 - 02.1999
- Prepared materials for following shift.
- Ran nightly reports closing out various accounts and detailing daily activities.
- Achieved consistent compliance with company standards, adhering to local regulations governing nighttime business operations.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Facilitated smooth shift transitions by effectively coordinating with day shift managers on crucial updates and handovers.
- Achieved financial objectives by preparing budgets, scheduling expenditures, and analyzing variances.
- Maximized operational efficiency with thorough monitoring of equipment maintenance schedules.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Utilized interpersonal communication skills to enhance customer experience and add value to each interaction.
Education
Bachelor of Arts - Business Management
San Diego State University
5500 Campanile Dr. San Diego, CA, 9218205.2001
Skills
- Claims Investigation
- Claims analysis
- Policy Interpretation
- Claims Processing
- Teamwork and Collaboration
- Customer Service
- Active Listening
- Decision-Making
- Policy Review
- Coverage Determination
Timeline
Insurance Claims Specialist
GEICO
11.2022 - Current
TA2
GEICO
03.2019 - 11.2022
TA1
GEICO
07.2018 - 03.2019
Customer Service Representative
GEICO
01.1999 - 06.2018
Night Shift Manager
Taco Bell
01.1997 - 02.1999
Bachelor of Arts - Business Management
San Diego State University