Monique Ford

• Currently hold file ownership for property claims in Guidewire Claims Center
• Currently use Xactimate to compile estimates for personal property and structure damage.
• Clarify coverage of losses to policyholders and provide assistance in itemizing damages and finding alternative living arrangements.
• Manage high caseloads effectively in Claims Center by prioritizing tasks based on complexity and urgency of claims.
• Enhance customer satisfaction with prompt communication and consistent follow-up on claim status updates.

• Used Xactimate to compile estimates for personal property and structure damage.
• Examined claims forms and other records to determine insurance coverage.
• Improved overall department performance metrics by consistently meeting or exceeding goals related to cycle time, productivity levels, and customer satisfaction ratings.
• Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
• Established a reputation for sound decision-making and exceptional customer service, contributing to positive feedback from both clients and colleagues within the company.

Supported non injury on rotation handling simple liability claims
Supported Title Procurement setting up and verifying existing work orders
Assisted non injury adjusters by issuing payments in Guidewire Claims Center
Supported ATF issuing payments in Guidewire Claims Center

• Processed claims consistent with client and corporate policies, procedures, and best practices while upholding compliance with statutory, regulatory, and ethical requirements
• Supported ILR(internet loss report)surge efforts
• Volunteered for CAT surge efforts
• Currently a mentor supporting new hires and adjusters on their career path
• Currently assisting auto non injury for cross training and an understanding of both areas of P&C
• Currently assists with Y-cording efforts to support training efforts.

• Maintained optimal employee coverage for business needs with well-prepared team schedules
• Supported operation objectives and daily tasks with resourceful problem-solving and sound management of all challenges
• Prepared employees for operational changes with informative team meetings and clear directives
• Cultivated customer-focused environment, empowering employees to solve routine issues and personally handling escalated problems
• Managed payroll.

• Managed staff of 40-50 associates, 3 area supervisors
• Supported operation objectives and daily tasks with resourceful problem-solving and sound management of all challenges
• Built a strong, resilient team by identifying and onboarding highly qualified candidates for key frontline and senior management positions
• Maintained optimal employee coverage for business needs with well-prepared team schedules
• Managed payroll
• Managed attendance and punctuality, hiring and terminations.

• Managed team of 15-20 associates attendance and punctuality
• Oversaw quality assurance with call monitoring and coaching
• Tracked employee performance to determine areas of strength and skills to improve
• Improved team performance by providing direction and hands-on support
• Met inbound customer needs while maintaining strict performance targets
• Team lead providing training to new hires
• Supported and handled call escalations.

• Selected candidates to participate in a group interview setting before narrowing selection for additional screening process
• Conducted orientations and job training
• Processed new hire pay work to include background screening.