Marquise Bragg
Spring Valley,CA
Summary
Claims and Insurance Operations Professional experienced in Property & Casualty insurance, specializing in auto physical damage, property claims, and total loss. Achieved operational excellence through effective leadership, coaching, and mentoring of claims teams while ensuring compliance and quality in high-volume environments. Managed multi-state catastrophe claims across California, Texas, Missouri, and Kansas, delivering consistent service standards. 2019 Auto Club of Southern California Claims Employee of the Year. Designations include AIC, AINS, and AIS.
Overview
25
25
years of professional experience
Work History
Claims Operations Team Manager
Auto Club of Southern California, AAA
San Diego, California
01.2025 - Current
- Managed a team of claims processors supporting Auto and Homeowners Claims operations.
- Led daily workflow, workload distribution, productivity, quality, and service levels for claims processing personnel.
- Identified workflow issues and implemented process improvements, enhancing efficiency and accuracy in claims operations.
- Coached employees on performance and quality standards, providing support for workload and operational concerns.
- Managed employee onboarding and off-boarding processes, ensuring comprehensive training and access to necessary resources.
- Served as liaison between Claims and the Emergency Road Service Department to coordinate information and resolve operational issues.
- Collaborated with claims leadership and cross-functional departments to support Auto and Homeowners Claims operations.
- Oversaw DMV document processing and ensured required documentation was accurately completed and submitted.
- Coordinated title procurement for vehicles needing title documentation during the claims and total-loss process.
- Managed SR-1 filing processes and related documentation.
- Coordinated recovery allocations.
- Managed operational supply orders and maintained necessary resources for claims teams.
- Managed the invoice payment system, including processing, tracking, and resolution of payment-related issues.
Auto Physical Damage Field Team Manager
Auto Club of Southern California, AAA
Los Angeles, California
11.2023 - 12.2024
- Managed a team of Auto Physical Damage field estimators responsible for high-volume vehicle damage claims.
- Provided leadership, coaching, mentoring, and performance guidance to field estimators to promote accuracy, productivity, customer service, and quality.
- Reviewed and approved vehicle damage estimates and claim payments for accuracy, consistency, documentation quality, and adherence to established claims handling standards.
- Collaborated with internal claims teams and repair facilities to resolve issues, ensuring efficient claim workflows and enhancing overall service delivery.
- Assisted field estimators with complex claims, repair questions, estimate issues, and settlement negotiations.
- Conducted detailed file audits, identifying estimate discrepancies and documentation issues to implement corrective actions and enhance process improvements.
- Negotiated labor rate increases with repair facilities, aligning repair costs with claim requirements and maintaining customer service standards.
- Ensured claims handling and settlement practices complied with applicable California Department of Insurance guidelines and regulations.
Salvage Operations Manager
Auto Club of Southern California, AAA
Gardena, California
06.2022 - 11.2023
- Directed daily operations for a salvage unit and facility, overseeing personnel, workflow, quality, productivity, inventory, financial performance, and customer/buyer service.
- Lead, coach, mentor, and develop operations employees through onboarding, training, performance feedback, and ongoing professional development.
- Implemented quality assurance practices to enhance operational consistency and increase buyer satisfaction.
- Reviewed production reports and operational performance metrics to identify trends and opportunities for continuous improvement.
- Maintained accurate inventory records and established controls to minimize losses, errors, and operating costs.
- Ensured compliance with federal, state, local, and company safety and operational requirements.
- Supervised employee workflow, delegate assignments, establish priorities, and allocate resources to maintain productivity and quality standards.
- Resolved buyer complaints and operational issues, fostering strong relationships with salvage buyers and haulers.
- Prepared and presented financial performance and productivity reports to leadership.
Property Claims Estimator
Auto Club of Southern California, AAA
San Diego, California
07.2021 - 07.2022
- Investigated and evaluated property damage and prepared accurate property damage estimates.
- Reviewed structural property damage estimates and supporting documentation to ensure accurate claim resolution.
- Conducted property investigations to identify, classify, and document damage associated with customer claims.
- Coordinated water mitigation and abatement services to effectively manage property claims.
- Identified potential fraud or abuse associated with submitted claims and escalated concerns appropriately.
- Maintained accurate claim records, including payments, denials, coverage reviews, and claim activity.
- Reviewed policies and procedures to ensure accuracy and compliance with current standards.
- Drafted settlement correspondence outlining claim terms and determinations.
- Resolved customer issues while upholding service quality and adhering to claim-handling standards.
Property Claims Coordinator
Auto Club of Southern California, AAA
Costa Mesa, California
10.2020 - 07.2021
- Investigated customer personal property claims, identifying and classifying damage to ensure accurate resolutions.
- Reviewed claim information and supporting documentation for accuracy and completeness.
- Maintained precise claim documentation while coordinating activities for efficient claim processing.
- Managed multiple claim-related priorities, upholding service standards and ensuring thorough documentation.
- Responded to customer questions and resolved complaints in a timely and professional manner.
Auto Physical Damage Appraiser
Auto Club of Southern California, AAA
San Diego, California
03.2007 - 10.2020
- Prepared detailed vehicle damage estimates for first and third-party auto claims.
- Inspected vehicles to determine the extent of damage, necessary repairs, repair costs, and overall claim value.
- Used CCC and Mitchell estimating systems to calculate vehicle damages.
- Provided repair quotes while considering insurance coverage, vehicle type, repair requirements, and the extent of damage.
- Determined salvage values for total-loss vehicles.
- Conducted accident investigations through damage analysis and review of collision-scene photographs to assess claim validity.
- Oversaw California APD Drive-In Claims service across five locations in San Diego County, ensuring efficient claims processing.
- Contributed to initial desk review and dispatch team, coordinating assignment dispatch and managing workloads for field units in San Diego, Riverside, and San Bernardino.
- Served as a Catastrophe Claims Estimator in both field and drive-in environments.
- Handled catastrophe assignments in Texas, Missouri, and Kansas, providing multi-state claims experience.
- Served as a Relief Adjuster covering field assignments throughout San Diego, Riverside, San Bernardino, and Los Angeles county.
Auto Claims Adjuster
Auto Club of Southern California, AAA
La Mesa, California
03.2004 - 03.2007
- Interviewed policyholders to verify claim information and obtain additional details regarding losses.
- Examined photographs, surveillance materials, and other documentation related to claims.
- Negotiated claim settlements that balanced claimant needs with policy guidelines.
- Issued claim payments and documented claim findings in concise reports.
- Coordinated repair assignments with local body shops and arranged rental vehicles, ensuring timely service for customers during repairs.
- Managed a consistently high-volume workload while maintaining organization, service, documentation, and follow-through.
- Resolved challenging customer situations while fostering strong relationships with customers, repair facilities, and internal partners.
Emergency Services Dispatcher
Auto Club of Southern California, AAA
La Mesa, California
09.2001 - 03.2004
- Assessed the incidents' nature and location to effectively dispatch police, fire, and EMS resources, enhancing response efficiency.
- Managed high-volume emergency and non-emergency calls, prioritizing multiple demands to ensure timely responses.
- Monitored and tracked real-time response information, maintaining accurate records to support coordinated emergency operations.
- Read system maps and caller information to determine appropriate response locations.
- Documented incident information accurately in computerized dispatch systems.
Skills
- Claims Operations Oversight
- Vehicle estimating
- File auditing
- Payment review
- Claims best practices
- Multi-state claims
- Recovery Allocations
- Quality control
- Estimating systems experience
- Salvage operations
- Performance Management
- Performance reporting
- Expense control
- Team Leadership
- Claims Partner Collaboration
Timeline
Claims Operations Team Manager
Auto Club of Southern California, AAA
01.2025 - Current
Auto Physical Damage Field Team Manager
Auto Club of Southern California, AAA
11.2023 - 12.2024
Salvage Operations Manager
Auto Club of Southern California, AAA
06.2022 - 11.2023
Property Claims Estimator
Auto Club of Southern California, AAA
07.2021 - 07.2022
Property Claims Coordinator
Auto Club of Southern California, AAA
10.2020 - 07.2021
Auto Physical Damage Appraiser
Auto Club of Southern California, AAA
03.2007 - 10.2020
Auto Claims Adjuster
Auto Club of Southern California, AAA
03.2004 - 03.2007
Emergency Services Dispatcher
Auto Club of Southern California, AAA
09.2001 - 03.2004