Nicole Lovett-Samuels
Conyers,GA
Summary
Results-oriented Claims Adjuster with 7+ years of consistently meeting company goals while utilizing best practices to improve the customer experience. Solid ability to lead employees to desired department and company goals
Overview
10
10
years of professional experience
Work History
Fire Claim Specialist
State Farm
10.2016 - Current
- Utilizes critical thinking and strong decision-making to review and analyze insurance policies to ensure accurate claim decisions are made.
- Serves as a mentor for new-to-role claim specialist guiding individuals and groups to meet segment goals.
- Developed a project that focused on improving the teams in Atlanta Service Level Objective percentage. This project included organizing side by sides with specialists and observing techniques that needed improvement. The numerous side by side provided the opportunity to share best practices with the specialist and their team manager.
- Conducted research while participating in team-building activities to enhance working relationships. In May 2019 collaborated with a group of auto and fire claim specialists to find ways in improving the customer experience. This collaboration resulted in a simplified claim experience for the insured.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Participated in over 20 bridge classes assisting trainers in the development of new-to-role claim specialist.
- Facilitated training classes which included creating worksheets, power points, daily game plans to achieve results in learning material.
- Resolve complex claims through clear communication, documentation, and claim analysis.
- Supported team members and specialist from other teams during high claim volumes, providing assistance to ensure department goals are met.
- Claim Mentor who demonstrates quality and efficient claim handling techniques.
Claim Team Manager - TWA
State Farm
09.2022 - 10.2022
- Managed a team of nine employees, which included training, communicating daily expectations and encouraging positive and efficient work products.
- Monitored Claim Specialist and prescribed training and shared best practices to improve their work performance.
- Provided informational and procedural guidance to claim teams to support segment goals.
- Mentored and developed new-to-role specialist, leading to 3 individuals receiving promotions to P5 and P6 levels in the matter of 3 years.
- Led daily meetings that included the implementation of claim handling observations, which resulted in increase of quality claim handling.
- Identified areas of improvement while leading a team of approximately 9 claim specialist and cultivated ways to increase claim closings, subrogation referrals, DID %, task completions.
- Documented performance reviews using metrics.
Customer Care Representative
State Farm
03.2015 - 10.2016
- Estimated insurance premiums for both auto and fire polices.
- Resolved customer inquires by researched options to best meet the needs of each potential State Farm customer
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Listened to and addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Boosted sales in the department by offering quality service with each interaction.
Sales Associate
Macys
10.2013 - 04.2015
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to effectively build rapport and lasting relationships.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Frequent to go beyond sales goal by over 125% each shift
- Assisted customers with searching and buying merchandise
- Ensured department store was presentable to customers with appearance and customer service
Education
Bachelor of Arts - Economics
Georgia State University
Atlanta, GA05.2016
Skills
- File and Record Management
- Critical Thinking and Decision-Making
- Coverage Assessment/ Policy Analysis
- Relationship Building/Team Collaboration
- Claims Processing/ Evaluation
- Team Leadership
- Effective Communication
- Xactimate
- MS Office
Timeline
Claim Team Manager - TWA
State Farm
09.2022 - 10.2022
Fire Claim Specialist
State Farm
10.2016 - Current
Customer Care Representative
State Farm
03.2015 - 10.2016
Sales Associate
Macys
10.2013 - 04.2015
Bachelor of Arts - Economics
Georgia State University