OLIVIA SMALL
Summary
Multi-state Licensed Independent Claims Adjuster with expertise in managing large loss property claims across various sectors. .
Knowledgeable Insurance Claims Adjustor with background in effectively resolving claims and ensuring client satisfaction. Proven track record in accurately assessing damage and coordinating settlements, contributing to streamlined operations. Demonstrated capability in critical thinking and effective communication during high-pressure situations.
Professional insurance claims specialist with substantial experience in evaluating, processing, and resolving claims efficiently. Strong focus on team collaboration and delivering results, adaptable to changing needs. Skilled in claims investigation, policy interpretation, and customer communication, with dependable and flexible approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desk Adjuster
MID-AMERICA DESK ADJUSTER
01.2022 - 01.2025
- Investigated large loss property claims up to $500k, commercial, mobile homes, condominiums, contents, and loss of use claims from start to finish.
- Investigated represented claims including negotiating and settling first party litigated property claims. While collaborating closely with legal counsel, claims leadership, and others to resolve the claim.
- Dispatched incoming calls, emails, assignments, and distributed to adjusters.
- Adhered to all guidelines of the insurance client concerning but not limited to work conduct, customer service, claim closures.
- Verified policy information for accuracy to determine if coverage was applicable and recommended payouts based on estimating software, policy, and endorsements.
- Coordinated with vendors for services such as engineering, emergency repairs, water mitigation, mold remediation, additional living assistance, and personal property servicing.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Collaborated cross-functionally with other departments to address complex issues impacting claims resolution times effectively.
- Maintained compliance with industry regulations while ensuring accurate documentation of all claim files.
- Streamlined communication channels between internal teams for improved coordination during major loss events or catastrophe situations, minimizing response delays.
- Conducted recorded interviews with insureds and their representatives, including mediation.
- Managed file activity notes, case evaluation, reserves assessments, and created a plan of action to resolve each claim.
- Letter writing to address policy reservation of rights, settlement letters, cooperation letters, and coverage determination.
- Used Xactimate and XactAnalysis to collaborate estimates, create field assignments for field adjusters and vendors.
- Handled both first party and third party claims under multiple policy types and numerous endorsements.
- Evaluated damages and handled claim negotiations with insureds, claimants, attorneys and public adjusters.
Assistant Chief Steward
UNITED ASSOCIATION UNION 436
01.2020 - 01.2022
- Advocated on behalf of employees, negotiated with labor representatives, and enforced the collective bargaining agreement.
- Managed employee files and grievances.
- Investigated employee grievances, EEO complaints, and labor disputes.
- Analyzed collective bargaining agreements, policies, and procedures in comparison to employee complaints and inquiries.
- Mediated discussions between employee and employer in attempts to reconcile differences.
- Conducted investigations and research using a combination of internal and external sources to develop viable solutions to employee grievances. Implemented those solutions in daily operations and measured feedback by accessing the employee response in those implementations. Shared my findings with management and leadership and advocated for enterprise-wide change.
- Established strong relationships with vendors to secure high-quality products at competitive prices.
- Championed sustainability initiatives within the stewarding department by promoting recycling practices and responsible waste disposal methods.
- Optimized space usage within storage areas through strategic organization methods that improved workflow efficiency.
- Managed inventory for all stewarding supplies, reducing waste and saving on costs.
Adjuster
PILOT CATASTROHE ADJUSTER
01.2012 - 01.2013
- Investigated property and contents claims from start to finish.
- Used Xactimate and XactAnalysis to collaborate large volume estimates, create field assignments for field adjusters and vendors.
- Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
- Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
- Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
- Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
Journeyman Pipefitter
HUNTINGTON INGALLS
01.2013 - 01.2022
- Fabricated, assembled, installed and maintained piping systems.
- Completed complex projects on time through efficient time management and prioritization of tasks.
- Ensured safe work environments by strictly adhering to industry safety standards and procedures.
- Performed essential maintenance tasks on pipe systems to extend their life span and reduce the risk of failure
Education
High School Diploma -
John L. Leflore Magnet High School
Mobile, AL01.2008
Skills
- MICROSOFT OFFICE
- ORGANIZATIONAL SKILLS
- PROFESSIONAL CUSTOMER SERVICE
- XACTIMATE
- CONFLICT RESOLUTION
- Coverage verification
- Claims analysis
- Workflow management
- Liability determination
- Investigation techniques
Certification
- TWIA/TFPA DESK EXAMINER
- LOUISIANA CITIZENS
- PILOT GOAT STEEP ASSIST
- PILOT BASIC COURSE
- PPIA
- CALIFORNIA FAIR CLAIMS
Timeline
Desk Adjuster
MID-AMERICA DESK ADJUSTER
01.2022 - 01.2025
Assistant Chief Steward
UNITED ASSOCIATION UNION 436
01.2020 - 01.2022
Journeyman Pipefitter
HUNTINGTON INGALLS
01.2013 - 01.2022
Adjuster
PILOT CATASTROHE ADJUSTER
01.2012 - 01.2013
High School Diploma -
John L. Leflore Magnet High School
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