NICOLE HALL
Gibsonton,FL
Summary
Claims and customer operations professional with 8+ years of experience across insurance, claims processing, recovery, and high-volume customer service environments. Proven ability to manage complex claims, ensure regulatory compliance, identify fraud risk, and improve operational efficiency. Known for sound judgment, strong communication, and consistent delivery in fast-paced, metrics-driven roles.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims Service Specialist
GEICO
08.2025 - Current
- Manage end-to-end claims support, including FNOL intake, coverage evaluation, and liability review while ensuring adherence to internal policies and regulatory standards.
- Resolve complex customer issues with professionalism and empathy, contributing to improved customer satisfaction and claim resolution efficiency.
- Conduct detailed claim investigations to assess coverage applicability and identify indicators of potential fraud.
- Communicate clearly with policyholders regarding claim status, coverage determinations, and next steps, reducing follow-up inquiries and escalations.
- Maintain accurate, audit-ready documentation across all claim files.
Technical Assistant II – Lost Recovery Unit
Liberty Mutual
05.2022 - 04.2025
- Triaged and supported 3,100+ claims for recovery specialists, ensuring timely handling and accurate claim routing.
- Maintained high data integrity standards by updating, tracking, and auditing records across internal systems.
- Coordinated retrieval, review, and submission of documentation with adjusters and internal partners to support recovery outcomes.
- Partnered with adjusters to identify workflow gaps, contributing to measurable improvements in turnaround time and processing efficiency.
- Provided technical and operational support that streamlined document processing and reduced delays in claim resolution.
Customer Service Representative
Spectrum
11.2018 - 05.2022
- Delivered high-volume account, billing, and technical support via phone while maintaining strong customer satisfaction scores.
- Consistently met and exceeded sales goals through needs-based education and upselling of service offerings.
- Resolved billing discrepancies and service issues efficiently, minimizing repeat contacts.
- Supported customers with internet, cable, and phone troubleshooting, improving overall user experience.
Customer Service Associate
Progressive Insurance
05.2015 - 03.2017
- Managed policy servicing including renewals, cancellations, endorsements, and payment processing.
- Resolved billing discrepancies and customer inquiries with accuracy and efficiency.
- Built productive relationships with agents and brokers, supporting retention and new business opportunities.
- Explained underwriting decisions in clear, customer-friendly terms to support informed decision-making.
- Conducted visual audits to identify coverage gaps and recommend relevant policy options.
Education
High School Diploma -
Miami Northwestern Senior High School
Miami, FLSkills
- Claims Handling
- First Notice of Loss (FNOL)
- Coverage Analysis
- Liability Determination
- Regulatory Compliance
- Policy Compliance
- Fraud Identification
- Investigation Support
- Risk Assessment
- Quality Assurance
- Data Accuracy
- Documentation Integrity
- Process Improvement
- Workflow Optimization
- Cross-Functional Collaboration
- Customer Experience Management
- Technical Support
- Systems Support
Certification
All-Lines Adjuster License (6-20)
Timeline
Claims Service Specialist
GEICO
08.2025 - Current
Technical Assistant II – Lost Recovery Unit
Liberty Mutual
05.2022 - 04.2025
Customer Service Representative
Spectrum
11.2018 - 05.2022
Customer Service Associate
Progressive Insurance
05.2015 - 03.2017
High School Diploma -
Miami Northwestern Senior High School