Nastassja Bock
Bolingbrook,IL
Summary
Accomplished claims adjuster with strong negotiation skills and attention to detail. Known for delivering results in high-pressure environments while maintaining exceptional customer service. Committed to supporting team success and improving claims management processes.
Overview
15
15
years of professional experience
Work History
Bilingual Claims Resol Spec III, CAS
Liberty Mutual
Warrenville, Illinois
09.2022 - Current
- Promoted high customer satisfaction by resolving claims with speed, being highly proactive, and demonstrating a strong attention to detail in claims handling, leading to several compliments and a Difference Maker Call award.
- Honored as 2025 COE recipient, recognizing outstanding performance in the department.
- Medicare SME for the department, and proactively hosting office hours for the department, providing support and guidance to colleagues.
- Served as TM backup, mentor, and SME, fostering team engagement and collaboration.
- Collaborated with cross-functional teams to provide actionable feedback to Process Partners and Digital Design Team, enhancing SMS platform and Police Report usability.
- Prioritized and organized tasks to efficiently manage daily responsibilities while supporting peers as backup adjuster for MOWI and PLANO operations.
General Liability Claims Adjuster
Hanover Insurance Group Inc.
Hanover Park, Illinois
10.2021 - 09.2022
- Conducted investigations to assess policy coverage and liability for business owners' and general commercial liability claims.
- Investigated claims to validate and compile essential documentation for resolution.
- Reviewed third-party soft tissue bodily injury claims to assess validity and coverage. and negotiate with unrepresented parties.
SPP/CSR Supervisor
GEICO
Lakeland, Florida
02.2021 - 09.2021
- Coached and managed team of associates, enhancing Spanish team performance and improving survey and file quality.
- Evaluated and graded calls to ensure adherence to company standards.
- Trained new representatives on company policies and procedures.
- Analyzed customer service survey results to support manager in identifying improvement areas.
Liability Claims Adjuster
GEICO
Lakeland, Florida
08.2015 - 01.2021
- Conduct investigations to determine policy coverage and liability.
- Maintained pending diary of claims to facilitate timely settlement and resolution.
- Ensure customer satisfaction through efficient, accurate, and courteous interactions.
- Managed third-party claims involving complex catastrophic bodily injuries, ensuring thorough evaluations and negotiating with unrepresented parties and attorneys.
- Reviewed policy documents and legal files for relevant information.
- Communicated with claimants to gather necessary documentation and statements for claims processing.
Warehouse Clerk
United States Marine Corps
Jacksonville, North Carolina
06.2011 - 01.2015
- Managed inventory levels and organized stock to streamline retrieval processes.
- Operated forklifts and hand trucks to transport materials safely.
- Assisted in coordination of incoming and outgoing military equipment shipments to ensure accurate tracking and timely distribution.
- Trained new personnel on safety protocols and operational procedures.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Education
BBA - Finance
University of Puerto Rico
Puerto Rico05-2011
Skills
- Claims processing
- Policy interpretation
- Negotiation techniques
- Evidence collection
- Claims management
- Risk assessment
- Team leadership
- Effective communication
- Attention to detail
- Problem solving
- Mentoring others
- Time management
- Multitasking
- Conflict resolution
- Quality assurance
- Flexible and adaptable
- Critical thinking
- Cultural awareness
- Team building
- Active listening
- Dependable and responsible
Languages
English
Professional
Spanish
Professional
Timeline
Bilingual Claims Resol Spec III, CAS
Liberty Mutual
09.2022 - Current
General Liability Claims Adjuster
Hanover Insurance Group Inc.
10.2021 - 09.2022
SPP/CSR Supervisor
GEICO
02.2021 - 09.2021
Liability Claims Adjuster
GEICO
08.2015 - 01.2021
Warehouse Clerk
United States Marine Corps
06.2011 - 01.2015
BBA - Finance
University of Puerto Rico