Michelle Malone
Summary
Dedicated claims professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Regional Claim Owner III - Other Than Auto
Farmers Insurance Exchange
12.2022 - Current
- Investigated and assessed damage to property and reviewed property damage estimates.
- Negotiated fair settlements for clients by effectively communicating with all parties involved in the claim process.
- Coordinated prompt payments to clients after successful settlement negotiations were reached.
Tier 2 Regional Claim Owner
Farmers Insurance Exchange
05.2018 - 12.2022
- Investigated coverage and liability on non-injury auto claims.
- Reduced claim processing time by efficiently investigating and evaluating insurance claims.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Delivered exceptional customer service to policyholders and claimants by communicating important information and patiently listening to issues.
- Fostered a supportive work environment by sharing knowledge and expertise with colleagues, promoting collaboration and teamwork.
- Enhanced team productivity by mentoring new adjusters.
Tier 2 Regional PTO Team
Farmers Insurance Exchange
01.2015 - 05.2018
- Reduced downtime for clients by providing prompt and efficient support for Tier 2 adjusters that were out of the office.
- Enhanced customer satisfaction by helping to resolve claims and answer questions in a timely manner.
- Increased team productivity with effective collaboration on complex claims.
Office Claims Representative
Farmers Insurance Exchange
06.2014 - 01.2015
Quality Assurance Coach
Farmers Insurance Exchange
01.2011 - 06.2014
- Audited claims to ensure adjusters adhered to state regulatory requirements and company quality standards and guidelines.
- Provided coaching and mentoring to employees.
CSCR
Farmers Insurance Exchange
07.2007 - 01.2011
- Filed new auto claims from inbound FNOL queue and investigated liability and coverage claims.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
Office Claims Representative
Farmers Insurance Exchange
01.2007 - 07.2007
- Investigated coverage and liability on non-injury auto claims.
- Reduced claim processing time by efficiently investigating and evaluating insurance claims.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Delivered exceptional customer service to policyholders and claimants by communicating important information and patiently listening to issues.
Rekey/Gatekeeper Team
Farmers Insurance Exchange
08.2006 - 01.2007
Customer Service Representative
Farmers Insurance Exchange
10.2005 - 08.2006
- Filed new auto claims from inbound FNOL queue.
- Assisted the claims process by effectively coordinating with repair shops and rental car companies.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
Education
Bachelor of Arts - Communications
Grove City College
Grove City, PA05.1991
Skills
- Negotiation
- Customer Relations
- Verbal and Written Communication
- Relationship Building
- Inventory Management
- Organizational Skills
- Industry Knowledge
- Analytical Thinking
- Decision Making
- Problem Solving
- Time Management
- Adaptability and Flexibility
- Customer Service
Timeline
Regional Claim Owner III - Other Than Auto
Farmers Insurance Exchange
12.2022 - Current
Tier 2 Regional Claim Owner
Farmers Insurance Exchange
05.2018 - 12.2022
Tier 2 Regional PTO Team
Farmers Insurance Exchange
01.2015 - 05.2018
Office Claims Representative
Farmers Insurance Exchange
06.2014 - 01.2015
Quality Assurance Coach
Farmers Insurance Exchange
01.2011 - 06.2014
CSCR
Farmers Insurance Exchange
07.2007 - 01.2011
Office Claims Representative
Farmers Insurance Exchange
01.2007 - 07.2007
Rekey/Gatekeeper Team
Farmers Insurance Exchange
08.2006 - 01.2007
Customer Service Representative
Farmers Insurance Exchange
10.2005 - 08.2006
Bachelor of Arts - Communications
Grove City College
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