Michele Harris
Lacey,WA
Summary
Dynamic insurance professional with extensive experience at Century Insurance Guam, excelling in claims management and employee training. Proven track record in enhancing customer satisfaction through efficient claims processing and compliance monitoring. Skilled in implementing performance enhancement methods, fostering team growth, and achieving operational excellence in high-pressure environments.
Overview
30
30
years of professional experience
Work History
Supervisor in Charge
Century Insurance Guam
06.2025 - Current
- Assisted in managing daily operations and workflow efficiency.
- Supported team in implementing process improvements for customer service.
- Learned industry regulations and compliance requirements for insurance practices.
- Collaborated with colleagues to enhance communication across departments.
- Contributed to team meetings by providing insights on operational challenges.
Claims Manager
Century Insurance Guam
12.2024 - 05.2025
- Managed claims processing, ensuring compliance with company policies and industry regulations.
- Reviewed and analyzed claim documentation for accuracy and completeness.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently.
- Developed training materials for new staff on claims procedures and best practices.
- Assisted in implementing process improvements to enhance claims handling efficiency.
- Provided support during audits by preparing necessary documentation and reports.
- Maintained up-to-date knowledge of insurance laws and regulatory changes impacting claims management.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Developed training materials to ensure consistent handling of claims across the department.
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
Assistant Claims Manager
Century Insurance Guam
01.2019 - 11.2024
- Managed claims processing to ensure timely and accurate resolutions.
- Assisted in training new staff on claims management software and procedures.
- Conducted audits of claims files to maintain compliance with company standards.
- Collaborated with cross-functional teams to enhance claim handling efficiency.
- Resolved customer inquiries regarding claim status and requirements effectively.
- Analyzed trends in claims data to identify areas for process improvement.
- Supported the development of training materials for ongoing staff education.
- Maintained detailed documentation of claim activities to support decision-making processes.
- Conducted performance reviews of staff members, identifying areas of strength and opportunities for growth.
- Managed a team of junior claims adjusters, providing guidance and support to ensure high-quality work performance.
- Provided ongoing coaching and mentoring to junior adjusters, fostering professional growth within the team.
- Coordinated regular departmental meetings to discuss ongoing projects, challenges, and opportunities for improvement.
Senior Claims Adjuster
Century Insurance Guam
10.2016 - 01.2018
- Evaluated claims to determine coverage and liability based on policy terms.
- Communicated with clients to gather information and clarify claim details effectively.
- Reviewed documentation for accuracy, ensuring compliance with regulatory standards.
- Coordinated with medical professionals to assess treatment necessity and claim validity.
- Investigated claims by conducting interviews and collecting evidence for decision-making.
- Mentored junior adjusters in best practices for efficient claims processing and customer service excellence.
Claims Adjuster
Century Insurance Guam
04.2013 - 03.2014
- Evaluated claims to determine coverage, liability, and settlement options.
- Collaborated with legal teams to resolve complex claims issues efficiently.
- Conducted thorough investigations, gathering evidence to support claim decisions.
- Developed training materials for new adjusters to enhance onboarding process.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Prepared summaries of damage, payments, and policy coverage.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
Claims Adjuster
AON Insurance
01.1996 - 04.2013
- Implemented process improvements that reduced claim resolution time by streamlining workflows.
- Mentored junior staff on best practices for claims assessment and management.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Answered customer questions regarding deductibles.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Reduced processing time for property damage claims by accurately assessing repair costs and negotiating with contractors.
- Provided exceptional customer service, addressing concerns, and answering questions promptly.
- Researched claims and incident information to deliver solutions and resolve problems.
Education
George Washington High School
Mangilao, GuamSkills
- Client engagement
- Employee training
- Monitoring adherence to regulations
- Performance enhancement methods
Timeline
Supervisor in Charge
Century Insurance Guam
06.2025 - Current
Claims Manager
Century Insurance Guam
12.2024 - 05.2025
Assistant Claims Manager
Century Insurance Guam
01.2019 - 11.2024
Senior Claims Adjuster
Century Insurance Guam
10.2016 - 01.2018
Claims Adjuster
Century Insurance Guam
04.2013 - 03.2014
Claims Adjuster
AON Insurance
01.1996 - 04.2013
George Washington High School
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