Melissa Fentner
Virginia Beach,VA
Summary
Litigation Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Litigation experience in VA, NC, TN, SC, AL, AR, and MS. Blends strategic planning and leadership strengths to establish top-performing claims departments. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Litigation & Catastrophic Claims Supervisor
GEICO
06.2019 - Current
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Optimized case management with establishment of best practices.
- Built and coached talented teams of 5-6 claims administrators dedicated to timely and compliant resolutions.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
3rd Party Injury Claims Transition Supervisor
GEICO
04.2015 - 05.2019
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers for newly hired and trained associates.
- Responded to inquiries by answering questions, providing information and directing new associates to appropriate resources.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Conducted full claim audits and feedback to new associates regarding investigations and settlement.
- Supervised and coached associated to provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Trained associates to negotiate with both represented and unrepresented parties to arrange settlements for maximum results.
- Reviewed and audited new and existing files to determine current status of injury claim and to develop plan of action for associates.
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers for new associates.
- Reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
Management Development Coordinator for Liability
GEICO
03.2012 - 03.2015
- Monitored and participated in personnel recruitment for 10 or more hires annually while directing their training and leadership development.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Coordinated meetings, conferences, and workshops centered on leadership development.
- Conducted orientation sessions and organized on-the-job training for management development employees.
- Coordinated management development employees to perform cross-training exercises with experienced workers.
- Directed training programs and development paths for manager development employees.
- Coordinated and prioritized required training courses for management development employees.
- Managed employee coaching, training, and performance improvement actions while in the development program.
Education
Bachelor of Arts - History & American Studies
University of Mary Washington
Fredericksburg, VA05.1998
Skills
- Claims Analysis
- Customer Needs Assessments
- Personnel Training
- Information Updates
- Conflict Resolution Tactics
- Expense Control
- Claims Investigation and Research
- Liability Management
Certification
- Delaware Adjuster's License - Current
- Chartered Property & Casualty Underwriter Designation, 2004
Timeline
Litigation & Catastrophic Claims Supervisor
GEICO
06.2019 - Current
3rd Party Injury Claims Transition Supervisor
GEICO
04.2015 - 05.2019
Management Development Coordinator for Liability
GEICO
03.2012 - 03.2015
Bachelor of Arts - History & American Studies
University of Mary Washington
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