Norma Taylor
Glendale,AZ
Summary
Professional with broad experience in regional management, ready to drive operational success and enhance team performance. Known for strong focus on collaboration, adaptability to changing needs, and delivering results that exceed expectations. Skilled in strategic planning, process improvement, and effective communication. Reliable and flexible, ensuring consistent achievement of organizational goals.
Overview
18
18
years of professional experience
Work History
West Zone Regional Supervisor
CCC
10.2023 - Current
- Recruited, hired and mentored the West Zone Regional Honda Audit Team, including setting performance objectives, team building, retention and/or termination.
- Managed both Field Inventory Representatives and Field Audit Representatives simultaneously to ensure company success and growth within the insurance and collision industry.
- Oversaw the recruitment process to ensure the hiring of top talent in alignment with company objectives.
- Analyzed market trends to identify new growth opportunities for business expansion within the region.
- Improved regional performance by implementing streamlined processes and efficient management strategies.
- Fostered a positive working environment through proactive conflict resolution measures and consistent recognition of staff achievements.
- Collaborated with cross-functional teams to optimize overall business operations within the region.
- Evaluated team performance regularly, providing guidance for continuous improvement and goal achievement.
- Developed strong relationships with key stakeholders, fostering a collaborative work environment for successful project execution.
- Enhanced employee productivity through regular training sessions and constructive feedback.
Learning And Delivery Specialist
Farmers Insurance Group
03.2020 - 09.2023
- Provide virtual training and support to all the company's individual contributors.
- Conducted regular audits to review the staffing needs of the Farmers Auto organization. Develop, create, administer, and deliver training programs that will provide the necessary tools for individual contributors as well as leadership.
- Conduct quarterly reviews to identify additional training needs and areas of opportunity that would benefit from additional resources or quick hit training webinars.
- Work side by side with the design team to ensure all training material is up to date and provides the proper training based on the changes and needs of the company.
Regional Auto Claims Supervisor Tier
Farmers Insurance Group
06.2017 - 03.2020
- Managed a team of 10 Claims Representatives to ensure accuracy and timely completion of all claims processing activities.
- Ensured that all regulatory requirements were met when processing claims including HIPAA privacy rules and state-specific laws related to insurance coverage.
- Identified trends or patterns from data collected from customer feedback surveys related to the claims experience.
- Provided guidance, assistance and training to new staff on the proper procedures for handling customer inquiries and complaints.
- Performed quality assurance reviews on claims submitted by staff to ensure compliance with company standards.
- Monitored and tracked performance metrics such as turnaround times, resolution rates, denial rates. for the Claims Department.
Commercial Auto Senior Claims Representative
Farmers Insurance Company
01.2016 - 06.2017
- Researched, gathered and maintained records related to auto insurance claims.
- Negotiated settlements between parties involved in auto insurance disputes.
- Processed payments for commercial auto insurance claims in a timely manner.
- Assisted with resolving difficult or complex claims issues.
Medical Claims Representative
Farmers Insurance Group
07.2014 - 12.2015
- Investigated and resolved denied or rejected claims quickly and accurately.
- Maintained detailed records of all activities related to medical claims processing.
- Verified coding accuracy on medical bills in accordance with insurance regulations.
- Interpreted policy language to determine coverage levels for each claim submitted.
- Assisted customers with inquiries about the status of their claims via telephone or email.
- Collaborated with healthcare professionals to ensure compliance with applicable laws and regulations.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Collaborated with fellow team members to manage large volume of claims.
- Served as a backup supervisor when needed.
- Worked within my team to maintain a high morale and good working environment.
- Served as a department mentor for new hires.
Attorney Claims Handler
Bristol West Insurance
02.2013 - 01.2014
- Investigates, determines liability, confirms coverage, establishes damages, and negotiates settlement of claims with law firm involved
- I maintain an active adjuster license in Texas and New Mexico.
- Reviewed and evaluated customer claims for accuracy and completeness.
- Developed strategies to resolve complex insurance claims disputes.
- Investigated, gathered, and analyzed facts about insurance claim cases.
- Researched legal documents related to insurance claims.
- Examined policy provisions in order to determine coverage eligibility.
- Assessed damage or loss resulting from an insured event.
- Negotiated settlements with claimants on behalf of the company.
- Interpreted state and federal regulations relating to insurance claims processing.
- Maintained detailed records of all claim-related activities.
- Advised customers on the status of their claims throughout the process.
- Monitored progress of pending claims and resolved any delays in a timely manner.
- Provided guidance to team members regarding best practices in handling insurance claims.
- Assisted customers in filing new insurance claims accurately and efficiently.
- Collaborated with other departments to ensure accurate payment of valid claims.
Liability Claims Representative
Farmers Insurance
07.2012 - 02.2013
- Investigated, researched and evaluated liability claims to determine coverage and damages.
- Interviewed claimants, witnesses, medical providers and attorneys to obtain relevant information regarding claims.
- Analyzed claim data including medical records, police reports and other documentation.
- Negotiated settlements with claimants or their representatives in order to reach a resolution.
- Monitored claim activity to identify potential fraud or abuse of the system.
- Maintained accurate records of all activities related to each claim file.
- Provided customer service support by responding promptly to inquiries from claimants or their representatives.
- Participated in meetings with senior management team members as needed.
Onsite Claims Representative
Farmers Insurance
07.2011 - 07.2012
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Assessed damages on property or casualty losses to determine appropriate settlement amounts.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Managed asset recoveries for claims, including salvage and subrogation.
- Negotiated settlements for uncomplicated claims in accordance with actual company liability.
Onsite Insurance Rep
State National Companies Inc.
08.2007 - 07.2011
- Worked as a liaison between First Light FCU and State National Companies.
- Provided daily insurance monitoring for all auto loans processed by First Light.
- Input daily insurance documents in the system to ensure that all insurance is valid and meets requirements set by First Light Credit Union.
- Initiate skip claims and damage claims for the credit union.
- Provide weekly updates for all damage and skip claims that are outstanding.
Education
Bachelor Of Science - Criminal Justice
University Of Phoenix
Santa Theresa, NM08.2010
Diploma - undefined
Friona High School
Friona, TX05.1995
Skills
- Microsoft Word, Microsoft PowerPoint, Microsoft Excel, agile trainer, virtual delivery
- Using Webex and Zoom platforms
- Bilingual
- Effective Communication
- Vehicle Inspection
- Scheduling
- Documentation Management
- Training and mentoring
- Employee motivation
- Operations management
- Policy enforcement
- Customer acquisition
- Staff development
Languages
English: Native/ Bilingual
Spanish: Native/ Bilingual
Affiliations
- CCC Se Puede
Timeline
West Zone Regional Supervisor
CCC
10.2023 - Current
Learning And Delivery Specialist
Farmers Insurance Group
03.2020 - 09.2023
Regional Auto Claims Supervisor Tier
Farmers Insurance Group
06.2017 - 03.2020
Commercial Auto Senior Claims Representative
Farmers Insurance Company
01.2016 - 06.2017
Medical Claims Representative
Farmers Insurance Group
07.2014 - 12.2015
Attorney Claims Handler
Bristol West Insurance
02.2013 - 01.2014
Liability Claims Representative
Farmers Insurance
07.2012 - 02.2013
Onsite Claims Representative
Farmers Insurance
07.2011 - 07.2012
Onsite Insurance Rep
State National Companies Inc.
08.2007 - 07.2011
Diploma - undefined
Friona High School
Bachelor Of Science - Criminal Justice
University Of Phoenix
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