Morgan E. Cianfrocca
La Mirada,CA
Summary
Dedicated to driving operational efficiency and reducing costs. Strong leader and problem-solver. Focus on streamlining operations. Leverage independent decision-making skills and sound judgment to make a positive impact on company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Property Auditor Reinspector
Mercury Insurance
12.2022 - Current
- Performs desk and/or field inspections of minor to moderate level complexity Property and/or Commercial claims completed by branch teams and vendors to review the handling and settlement of all aspects of the claim including accuracy of coverage decisions, loss containment, quality of file documentation, customer service, and regulatory compliance.
- Conducts desk and/or field reviews and critiques completed estimates and work product for Property claim handlers, independent adjusters, and/or outside vendors.
- Assist in coaching to Claims team members in an effective manner to improve their performance.
- Assist with Catastrophe Team efforts in varying capacity on an “as needed” basis.
- Maintain and complete accurate and timely reports for tracking claim accuracy.
- Perform ad hoc reviews of other claim files at the direction of the Property QA Supervisor on an “as needed” basis.
Property Claims Adjuster
Mercury Insurance
06.2018 - 12.2022
- Provides complete, courteous and timely customer service to aid in the claim settlement process and maintain customer satisfaction
- Reviews claim files and recommends indemnity and/or expense reserve/payment amounts to supervisor for approval
- Inspects different properties and aids in investigating, evaluating, negotiating and settling basic homeowners claims in a timely and efficient manner
- Interprets policy and applies critical thinking to determine coverage for homeowner claim
- Prepares dwelling repair estimates for insured while adhering to estimating guidelines
- Works closely with vendors (i.e
- Emergency services, housing vendors, environmental testing, and contents evaluation) to resolve claim in a timely manner
- Adheres to Department of Insurance claim handling timeline requirements and standards
- Ability to triage new claims, while maintaining existing claims in a constantly changing environment
- Prepares formal correspondence to the insured, public adjusters, and attorneys
- Trained and coached three adjusters in their water mitigation adjusting role
- Gave Water Mitigation Presentations to trainee adjusters to further their understanding of the department
Financial Crimes Specialist 3
Wells Fargo Bank N.A.
02.2017 - 06.2018
- Reviews, verifies and/or identifies customer transactions to detect/prevent financial crimes activities, policy violations and/or suspicious situations in order to mitigate and/or recover losses
- Monitors and reviews more complex account activity and claims requiring research that may involve multiple transaction channels and products
- Uses a variety of sources for information, including multiple online systems and more complex tools/models
- Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse
- Contacts a variety of sources to gather information; contacts customers and/or vendors to verify transactions; analyzes account information for close account determination
- Identifies control failures in bank processes, procedures, and customer or team member decisions and then categorize losses and assign loss accountability
- Reviews more complex/unique situations with senior department staff
Personal Banker/Employee Benefit Manager
Wells Fargo Bank N.A.
12.2013 - 02.2017
- Reviewing and verifying customer transactions to detect/prevent financial crimes, policy violations or suspicious situations in order to lessen or recover losses
- Preventing and catching fraud by using a variety of systems Hogan, OIB, SVP and other banking systems
- Collecting data and analyzing situations in order to make well informed decisions in regards to filing CTR,MIL, SAR,and SFAR in order to be in compliance with bank secrecy act
- Works independently and in a team capacity on various projects and tasks in a fast pace environment
- Using strong research skills to gather information or networking in order to make complex decisions
- Using excellent verbal, written, and interpersonal communication skills on a daily basis
- Conducting complex transactions that require strong analytical skills and strict attention to detail
- Knowledge and understanding of check fraud claims processing in a retail banking setting (helping customers with claims)
- Collecting and organizing daily transaction reports, confidential documents and client information for financial retention and audits
- Resolving customer concerns and issues by problem solving and making decisions to provide effective solutions to issues in a timely manner
- Deals with daily customer concerns, assisting in resolutions satisfying to both client and management
- Prepares and maintains financial documentation for all accounts utilizing advanced banking software and hardware customer databases
- Submits loan and line applications, mortgage and investment referrals, opens new consumer/business deposit accounts, wire transfers, and service client needs
- Overrides and approves large transactions and accept cash shipments
- Continually meets and exceeds quarterly sale and service goals
- Manages and coordinates Wells Fargo Employee Benefit Program, which interfaces with local business owners and their employees to assess their financial needs
- Analyzes current customer relationships and proactively contacting customers with recommendations to help them achieve financial success
- Builds and manages lifelong customer relationships
- Develops and maintains relationships with Wells Fargo partners to maximize sales opportunities
Shift Supervisor/Learning Coach
Starbucks Coffee Company
08.2007 - 12.2013
- Models a 'customer comes first' attitude, delivers legendary customer service, and supervises partners
- Set goals, encourage positive team performance and ensure task completion to supervise shifts
- Execute inventory orders/counts proficiently to maintain product efficiency
- Control cash, process deposits and issue breaks to manage shifts of up to eight partners at a time
- Communicate employee performance to upper management to promote a congruent work environment and recommend employment decisions to store manager
- Setup promotional products in store and led promotional trainings to ensure quality of new product and maintain brand consistency
- Train/motivate new employees individually on company protocol to promote Starbucks guiding principles
- Develops strong interpersonal relationships with customers and partners through addressing individual motivation, needs, and concerns
- Demonstrates integrity and knowledge to promote the culture and value of Starbucks
- Maintains and models a calm exterior presence during periods of high volume and moves on immediately after to keep store operating to standard
- Prioritized and delegated tasks to bring store health and cleanliness score up from a 78% to 95%
- Led team in top coffee sales for the district/Los Angeles region
- Achieve an 'Exceeds Expectations' on performance reviews
Education
Bachelor of Liberal Arts -
California State Fullerton University
Fullerton, CA01.2012
Skills
- Analytical and critical thinking skills
- Attention to detail
- Interpersonal communication skills
- Customer service
- Administrative duties
- Strong Leadership
- Coaching and mentoring
- Conflict resolution
- Staff training and development
- Self-motivated
- Strong work ethic
- Adaptability in constantly changing environment
- Ability to work under pressure
- Time management
- Ability to learn quickly
- Multi-tasking
- Results oriented
- Negotiation
- Complex Problem-solving
References
- Allison Cochran, (909) 633-0264
- Jack Scalia (631) 626-6008
- Dennis Donegan (909) 767-0051
- Bryant Bouchot, (626) 818-8916
- Kelley Maman, (909) 217-2576
Honors and Awards
- C.S.U.F. Liberal Studies Honor Society
- Shared Success Award (achieving thirty consecutive 100% customer surveys)
Certification
ICRC Water Damage Restoration Certified
Timeline
Property Auditor Reinspector
Mercury Insurance
12.2022 - Current
Property Claims Adjuster
Mercury Insurance
06.2018 - 12.2022
Financial Crimes Specialist 3
Wells Fargo Bank N.A.
02.2017 - 06.2018
Personal Banker/Employee Benefit Manager
Wells Fargo Bank N.A.
12.2013 - 02.2017
Shift Supervisor/Learning Coach
Starbucks Coffee Company
08.2007 - 12.2013
ICRC Water Damage Restoration Certified
Bachelor of Liberal Arts -
California State Fullerton University
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