Melissa Ford
West Des Moines
Summary
Detail-oriented Quality Assurance Specialist with extensive experience in identifying and resolving issues to enhance product quality. Skilled in bodily injury claims investigation and file management, ensuring compliance with general liability coverage. Committed to delivering exceptional customer service and maintaining high standards.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Sr. Quality Assurance Specialist
Farm Bureau Financial Services
West Des Moines
06.2025 - Current
- Monitored and evaluated quality standards to ensure compliance with company's Claims Best Practice.
- Provided feedback and recommendations to enhance adjusters' customer service effectiveness.
- Conducted training sessions for new hires in casualty and property areas.
Commercial Claims Representative III
Farm Bureau Financial Services
West Des Moines
06.2023 - 06.2025
- Investigated, evaluated, and managed bodily injury claims to ensure accurate and fair resolutions.
- Investigate claims with potential coverage issues under our general liability policies, ie. Construction defect claims, slip and fall loss.
- Investigate claims with potential coverage issues under our general liability policies, i.e., Construction defect claims, slip and fall loss.
- Managed litigated split files involving additional named insureds on commercial policies to facilitate effective claims processing.
- Reviewed and adjusted reserves based on exposure potential to maintain financial accuracy and risk assessment.
Sr. Casualty Claims Representative
Farm Bureau Financial Services
West Des Moines
03.2015 - 05.2023
- Established settlement values and negotiated claims to resolution within authority; recommended action plans for claims exceeding authority to claim manager.
- Confirmed coverage through comprehensive investigation to determine liability and negotiate fair bodily injury settlements.
- Solid knowledge of claim procedures, policies, technology, state and federal laws, and insurance regulations.
- Ability to communicate effectively and clearly, both orally and in writing.
- Exceptional time management skills, organizational skills, and ability to prioritize tasks to ensure compliance is met.
- Handled agricultural claims including large hog losses, business interruption, and overspray claims.
Sr. Claims Representative
Farm Bureau Financial Services
West Des Moines
02.2007 - 03.2015
- Investigated and evaluated first and third party property damage liability claims, ensuring quality contacts and thorough file documentation.
- Investigated and evaluated routine first and third party property damage liability claims in a centralized location by focusing on quality contacts and clear file documentation.
- Delivered excellent customer service while managing claims collaboratively within a team and independently on individual files.
- I started as a Claims Service Representative and was able to work my way up to a Senior Claims Representative before moving to the casualty unit.
Education
High School Diploma -
Waukee High School
Waukee, Iowa05-1998
Skills
- Quality assurance evaluation
- Compliance assessment
- Risk management analysis
- Quality improvement strategies
- Claims auditing
- Process optimization
- Time management and organization
- Bodily injury claims investigation
- General liability coverage evaluation
- Litigated file management
- Time management and organization
Certification
- AINS
- AIC
- SCLA
- Texas Adjuster License
Timeline
Sr. Quality Assurance Specialist
Farm Bureau Financial Services
06.2025 - Current
Commercial Claims Representative III
Farm Bureau Financial Services
06.2023 - 06.2025
Sr. Casualty Claims Representative
Farm Bureau Financial Services
03.2015 - 05.2023
Sr. Claims Representative
Farm Bureau Financial Services
02.2007 - 03.2015
High School Diploma -
Waukee High School