Mary Callen
Indianapolis,IN
Summary
Seasoned Claims Supervisor with comprehensive knowledge in managing insurance claims processes and leading teams. Highly skilled in investigating complex claims, interpreting policies, and resolving disputes efficiently. Notably improved claim resolution times and customer satisfaction rates by implementing streamlined procedures. Bring strong leadership abilities, critical thinking skills, and commitment to continuous improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Liability Claims Supervisor
Government Employees Insurance Company (GEICO)
Indianapolis, IN
03.2023 - Current
- Coached newly hired agents by managing a team of 5 at a time to exceed goal-based metrics in auto claims
- Energized the department by creating games such as Bingo and Poker to improve employee engagement
- Developed personalized coaching strategies for each agent with the goal of higher associate ranking
- Further developed essential leadership skills such effective decision-making and team management through coaching in an interactive manner to confirm understanding
- Successfully handled customer escalation calls and provided feedback to my agents for improvement
- Achieved monthly rating in top 10 departmental teams in all offices, achieving number 1 team for the month of August 2023
- Positively motivated and coached team through a hybrid work environment
Bodily Injury Claims Representative
Government Employees Insurance Company (GEICO)
Indianapolis, IN
05.2022 - 03.2023
- Negotiated monetary settlements for injured parties
- Learned essential negotiation tactics
- Consulted with medical providers, auto damage adjusters, police officers, and claimants to determine correct range of damages
- Settled an average of 50 bodily injury claims a month
- Effectively managed a diary of claims in various stages of completion to ensure claimants were called timely, offers issued timely, releases were signed, and medical bills paid
Liability Claims Representative
Government Employees Insurance Company (GEICO)
Indianapolis, IN
11.2021 - 05.2022
- Investigated over 200 auto insurance claims
- Determined liability decision in an average of 3 days
- Developed strong diary management skills
- Assisted newly hired claims agents during their orientation period
Auto Insurance Service Management Development Program
Government Employees Insurance Company (GEICO)
Indianapolis, IN
09.2020 - 11.2021
- Coached newly hired agents to exceed goal-based metrics
- Developed personalized coaching strategies for each agent with the goal of promotion
- Learned essential leadership skills such as effective decision-making and team management
- Successfully handled customer escalation calls and provided feedback to my agents for improvement
- Achieved monthly rating in top 10 teams in department 5 months consecutively
- Positively motivated and coached team through a shift from in-office to work from home and back
- Developed and piloted digital communications program to increase talent acquisition
Auto Insurance Customer Service Representative
Government Employees Insurance Company (GEICO)
Indianapolis, IN
07.2018 - 09.2020
- Advised and endorsed active auto insurance polices
- Filed official insurance documentation with policy holders’ respective states to keep clients compliant
- Exceeded goal-based metrics in client surveys and cross-selling products
- Contributed positively to company profit-sharing and revenue through cross-selling products
- Achieved 3 departmental promotions in 12 months based on metrics
- Served on pilot team for the roll-out of a new CRM database
Auto Insurance Sales Representative
Government Employees Insurance Company (GEICO)
Indianapolis, IN
10.2017 - 07.2018
- Achieved P&C licensure in 7 states
- Developed relationships with potential clients, building a personal list of sales leads
- Evaluated potential clients’ insurance needs to cross-sell essential coverages
- Endorsed over 500 new auto insurance policies over 7 months
Business Development Representative
Angie’s List
Indianapolis, IN
02.2017 - 10.2017
- Developed my own list of targets of potential high-yield advertising customers
- Researched service providers based on member reviews to qualify them for advertising programs
- Responsible for soft-closing businesses on a daily basis, providing highly qualified leads for Senior Sales consultants at Angie’s List
- Conducted over 100 outbound calls to businesses to qualify them for Angie’s List advertising
Member Care Representative-Services
Angie’s List
Indianapolis, IN
03.2016 - 02.2017
- Maximized value of Angie’s List membership by cross-selling upgraded membership levels
- Responsible for member retention by signing new members and extending membership contracts
- Improved service providers’ ratings by assisting members with submitting honest, verified reviews
- Recommended highly rated service providers to members for their home-related projects
- Updated Service Provider Care on any issues or problems members had experienced that were outside of the realm of my abilities
Education
Bachelor of Arts - Political Science
Purdue University
West Lafayette, INBachelor of Science - Psychological Sciences
Purdue University
West Lafayette, INSkills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Sharepoint
- Data Analytics
Certification
Yellow Belt in Lean Six Sigma, Indianapolis, IN, 03/01/22
Indiana Residential Producer License, Life, Accident, and Health, Indianapolis, IN 01/08/2025
Technologyskills
- Proficient in Microsoft Word
- Excel
- PowerPoint
- Outlook
- Sharepoint
- Data Analytics
Activitiesandmemberships
Alpha Chi Omega, Purdue University, Membership Co-Chair, West Lafayette, IN, 08/01/14, 12/01/14, Recruited new members to the community service fraternity by marketing the club on campus and developing social events to build brotherhood
Timeline
Liability Claims Supervisor
Government Employees Insurance Company (GEICO)
03.2023 - Current
Bodily Injury Claims Representative
Government Employees Insurance Company (GEICO)
05.2022 - 03.2023
Liability Claims Representative
Government Employees Insurance Company (GEICO)
11.2021 - 05.2022
Auto Insurance Service Management Development Program
Government Employees Insurance Company (GEICO)
09.2020 - 11.2021
Auto Insurance Customer Service Representative
Government Employees Insurance Company (GEICO)
07.2018 - 09.2020
Auto Insurance Sales Representative
Government Employees Insurance Company (GEICO)
10.2017 - 07.2018
Business Development Representative
Angie’s List
02.2017 - 10.2017
Member Care Representative-Services
Angie’s List
03.2016 - 02.2017
Bachelor of Arts - Political Science
Purdue University
Bachelor of Science - Psychological Sciences
Purdue University