MELISSA MARTINEZ
Virginia Beach,VA
Summary
Highly committed professional with a successful track record in handling cases for customers. Demonstrated outstanding interpersonal skills when liaising with customers and teammates in a positive and professional manner. Able to anticipate problems to apply the correct solutions that will affect other units. A talented coach who can instill best practices within associates to augment professionalism and productivity. Committed to doing the best job possible on the first attempt to institute new standards of excellence in the workplace. Multi-line Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. 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
27
27
years of professional experience
Work History
Claims Supervisor
Geico
01.2012 - Current
- Supervise up to six associates while disputing liability claims, coverage cases, 1st and 3rd party medical cases and physical damage claims
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Assisted in recruitment and selection of new claims adjusters, ensuring they possessed necessary skills and expertise to excel in their roles.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Managed a diverse caseload, prioritizing tasks effectively to meet strict deadlines and maintain quality standards.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Optimized resources allocation by monitoring workload distribution among team members, leading to increased efficiency within the department.
Claims Litigation Examiner
Geico
01.2007 - 01.2012
- Handled lawsuits filed against insureds, the company, fatality cases, and permanent injury and disability cases
- Strategically handled cases up to 2mm.
- Mentored junior examiners on best practices for conducting thorough evaluations while adhering to established guidelines.
- Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail.
- Negotiated claims through alternate dispute resolutions such as arbitrations
- Participated in mediations
- Attend trials with counsel and our clients
- Contributed positively to organizational reputation by consistently demonstrating professionalism, integrity, and expertise in the role of Examiner.
- Participated in ongoing professional development opportunities to stay current on industry changes and maintain expertise in the field.
- Provided clear explanations of decisions made during examinations, enhancing transparency between applicants and organization.
3rd Party Bodily Injury Adjuster
Geico
01.1998 - 01.2007
- Adhered to regulatory guidelines throughout the claims process, upholding professional standards and ethical practices at all times.
- Evaluated policy coverage accurately, mitigating potential compliance issues and disputes.
- Established rapport with clients during interviews, obtaining essential information for accurate assessments.
- Streamlined claim investigations with thorough reviews of medical records, police reports, and witness statements.
- Collaborated productively within interdisciplinary teams including attorneys, doctors, nurses, appraisers, and other specialists for optimal outcomes.
- Achieved fair resolutions through skilled negotiation tactics while maintaining sensitivity toward injured parties'' needs and concerns.
- Managed complex bodily injury claims, applying strong analytical skills to determine appropriate resolutions.
- Directed claims negotiations within allowable limit and supported successful litigations for advanced issues.
1st Party Injury Specialist
Geico
01.1999 - 01.2003
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Claims Services Representative
Geico
01.1998 - 01.2003
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Actively contributed ideas during team meetings aimed at enhancing overall department efficiency and effectiveness.
- Demonstrated strong negotiation skills in settling disputes between insured parties and third-party claimants fairly while protecting company interests.
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Achieved positive results under pressure by successfully managing large workloads during peak seasons without sacrificing quality or attention to detail.
Education
Accounting I & II, Marketing, Macro & Microeconomics, Finance -
Tidewater Community College
Virginia Beach, VADelaware Auto Adjuster's License -
Associate in Claims Designation -
Skills
- Customer Service
- Creative Problem Solving
- Business Negotiations
- Claims Management
- Arbitration
- Fraud Investigations
- Claims Management Expertise
- Insurance policy knowledge
- Policy Interpretation
- Claims Auditing
- Team motivation
- Claims analysis
- Planning and Organization
Personal Information
Title: AUTO ADJUSTER
Additional Information
I am proud to have invested in my company and community by championing the local back to school fund raiser "I AM READY 2024"
Timeline
Claims Supervisor
Geico
01.2012 - Current
Claims Litigation Examiner
Geico
01.2007 - 01.2012
1st Party Injury Specialist
Geico
01.1999 - 01.2003
3rd Party Bodily Injury Adjuster
Geico
01.1998 - 01.2007
Claims Services Representative
Geico
01.1998 - 01.2003
Accounting I & II, Marketing, Macro & Microeconomics, Finance -
Tidewater Community College