Nathalie Ketnouvong-Ung
Southbridge,MA
Summary
I am an experienced multi-line adjuster with a history of providing customer excellent customer service to auto and homeowner’s customers. Knowledgeable of policies and claim settlement procedures. I am able to handle difficult customers with ease and professionalism. Adept at determining proper course of action for coverage and disposition of claims through effective judgment, analytical, and decision-making skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Claim Representative, CAT Response
Mapfre Insurance
05.2018 - Current
- Assisted the MMC team with screening, coverage investigation and payment of claims
- Assisted the National team with screening, coverage investigation and payment of claims
- Assisted the Total loss with call volumes and handling of claims
- Mentoring and coaching junior team members
- Adjuster licenses as needed
- Investigate and determine cause of loss and adjust all elements of routine property loss claims
- Conduct appropriate investigation of multi-claim losses based upon severity and complexity of claim
- Manages external vendors to productively handle claims and service our customers while controlling expenses
- Work with various internal and external customers and involved parties to successfully negotiate claims in timely manner
- Identify additional exposures as personal property, contents and Additional Expenses
- Oversee multiple pending commercial and personal claims
- Evaluate and investigate policy coverage, liability while following a set of general claims and statutory guidelines
- Proficient in interpreting, understanding and applying multiple policies and multi-jurisdictional claim handling requirements.
Claim Rep PD II
Mapfre Insurance
01.2012 - 05.2018
- Evaluated and investigated policy coverage, liability and damages in a timely manner while following a set of general claims and statutory guidelines
- Assisted internal and external customers with problems or questions regarding claims by phone or through written correspondence while providing a high level of customer service
- Established and maintain appropriate management of assigned inventory following company guidelines
- Conduct thorough investigations including obtaining necessary documents and forms from claimants and insureds; conducting recorded statements
- Research and verified insurance policy coverage
- Communicated with my team members, policyholders, claimants and witnesses by telephone, email and written correspondence to gather facts of loss in aid resolution
- Managed heavy workload of numerous ongoing cases thanks to strong organizational, time management, and collaboration skills
- Coordinated direct repairs with body shops and rental vehicles during restoration processes.
Claims Associates
Mapfre Insurance
03.2010 - 10.2012
- Provided an exceptional level of customer service when communicating with insured, claimants, and agents
- Handled customer phone calls in a quick and efficient manner while continuing to provide quality service
- Answered first report calls from insured, claimants, and agents for all lines of business in a positive and caring manner
- Screened first reports to obtain complete information from all parties associated with the claims
- Sold third party claimants on Commerce through caring, efficient, and knowledgeable service
- Demonstrated an ability to react quickly and independently to caller’s concerns
- Independently handled general information inquiries on in-process claims and obtain or provide information as required
- Processed electronic losses
- Assisted with the processing of Medical Bills
- Completed file documentation to include clear and concise loss details, injury information, appraisal information, and screening action plan
- Utilized PC skills to navigate through AS400, Claimworks, and internet/intranet screens while entering accurate and concise information
- Demonstrate the ability to simultaneously utilize multiple computer sessions while effectively servicing customer needs.
Quality Assurance Coordinator
Karl Storz Endovision
04.2009 - 01.2010
- The primary responsibility of this position is to support the KSE quality department
- Responsibilities include: Maintained the incoming inspection files
- Maintained confidential information and files
- Scanned and audited on a daily basis Medical Devices History (Scopes and Electro-Mechanical) for archiving/storage purposes
- Achieved successful completion of project: all 2009 DHRs have been successfully scanned
- Performed inspection for leak test as needed
- Created a back up data folder for all CAPAs
- Helped establish calibration data entry in SAP.
Field Support Specialist
Paychex
06.2006 - 10.2008
- This position supported a team of 6 sales representatives as well as the District Sales Manager
- Responsibilities include: Ensure that all sales representatives were paid based on a various and complex quota pay structure
- Successfully caught and resolved commission discrepancies from the Corporate Office that resulted in thousands of dollars extra in revenues
- Performed weekly revenues audit to report any discrepancies and update revenues
- Achieved 95% case completion turn around and 95% discrepancies free case
- Perceived as a go-to person and a troubleshooter based on successful experience of solving internal and external problems
- Won the FSS of the month for June '07 award for outstanding achievement
- Responsible for on-boarding process
- (Hiring process, background check, drug test, sales school registration and travel arrangements)
- Coordinated, organized, planned, executed and facilitated various CPA/CPE seminars (401 k, Human Resources Issues) that had over 30 companies attending
- Establish strong working relationship with both internal and external customers to achieved common goals
- Maintains record of staff time, travel expenses, expenditures for supplies, equipment, maintenance and repairs, monitor budget information
- Arranges for departmental and other meetings, types and distributes agenda, types of summary, verbatim
- Review new loads for accuracy and completeness to include verification of contract, payments and multiple documents follow up with sales rep on missing data
- Generate weekly revenue reports and various statistical sales report to include stat analysis of each rep based on a number of different key performance measures, including Business Rep Plan, YTD revenue tracker
- Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times
- Responsible for generating at least 10% of revenues by creating database and mailing piece
- Facilitated/managed an average of $25,000/week in revenue for the entire central and western MA area
- Highest performing district in FY07 with revenue of $1.2 million.
Education
Bachelor of Science in Business Administration - Economics
Nichols College
Dudley, MALangues Etrangères Appliquées (Modern Applied Languages) -
Université du Saulcy
12.2004
Skills
- Claims Handling
- Excellent communication
- Dependable and responsible
- Analytical and critical thinking
- Policy investigation
- Insurance policy coverage
- Upbeat and Positive Personality
- Responding to difficult customers
- Multitasking and Prioritizing
- Issue and Complaint Resolution
- Efficient and Detail Oriented
- Creative Problem Solving
- Documents and Records Management
- Time management
Certification
The Institutes, AINS
Timeline
Sr. Claim Representative, CAT Response
Mapfre Insurance
05.2018 - Current
Claim Rep PD II
Mapfre Insurance
01.2012 - 05.2018
Claims Associates
Mapfre Insurance
03.2010 - 10.2012
Quality Assurance Coordinator
Karl Storz Endovision
04.2009 - 01.2010
Field Support Specialist
Paychex
06.2006 - 10.2008
Bachelor of Science in Business Administration - Economics
Nichols College
Langues Etrangères Appliquées (Modern Applied Languages) -
Université du Saulcy
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