Pamala Baker
Ruskin,FL
Summary
Reliable Senior Claims Professional experienced in assessing properties, determining liabilities, and negotiating settlements. Achieved effective claim resolutions through strong interpersonal communication, mentoring, and supervision of support staff. Focused on delivering exceptional customer service while managing diverse caseloads with integrity and attention to detail.
Overview
19
19
years of professional experience
Work History
Senior Liability Adjuster
Progressive
St. Petersburg
07.2025 - Current
- Assessed potential legal liabilities, negotiated settlements, and determined reserves.
- Evaluated claims to determine liability and coverage under insurance policies.
- Coordinated investigations with adjusters, attorneys, and other parties involved in claims.
- Communicated with policyholders to gather information and clarify details of claims.
- Conducted interviews with claimants, witnesses, experts and other parties involved in the claim process.
- Collaborated with underwriting teams to provide insights on risk assessment and policy adjustments.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
Senior Litigation Adjuster
Progressive
St. Petersburg, FL
04.2024 - 07.2025
- Collaborated with legal teams to prepare and strategize for litigation and settlement negotiations, ensuring alignment on case objectives.
- Managed caseload effectively, prioritizing urgent or high-value claims for prompt attention.
- Evaluated claims to determine liability and coverage under policy guidelines.
- Drafted statement of loss to clearly summarize damages, payments, and underlying policy coverage in large loss matters, aiding in informed decision-making.
- Managed case files and documentation, facilitating timely resolution of disputes and improving claims processing efficiency.
- Assisted attorneys with preparation for mediations and arbitrations by providing necessary evidence and arguments.
- Reviewed claims for proper reserve allocations and loss exposure assessment.
Claims Supervisor
Progressive Home
St. Peterburg, USA
08.2022 - 07.2024
- Supervised and managed a staff of 5-10 adjusters, including independent adjusters, during catastrophic events.
- Trained new staff on company policies and claims handling procedures.
- Educated and assisted staff adjusters in policy, development, customer service skills, and workflows.
- Assessed and inspired employees to boost performance and knowledge with focused development initiatives.
- Collaborate with other departments, customers and insurance companies to resolve claims in an efficient and timely manner.
- Coordinated communication between departments to streamline claims workflows.
- Conducted timely reviews of claims, ensuring accuracy and completeness of documentation to uphold compliance and operational standards.
- Executed approval of reserves and payments to ensure accurate financial management.
- Determine appropriate claim settlement authority and delegate responsibilities to claims representatives.
- Conducted interviews with claimants to gather essential information for processing claims.
- Identify training needs to meet job standards, performance guidelines, goals, Company policies and procedures.
- Analyze problems, develop alternatives and build a consensus for the solution of the problem with adjusters.
- Assisted with Senate Bill 76 in house training, business process and implementation.
Senior Claims Adjuster
Progressive Home
St. Petersburg, USA
06.2019 - 08.2021
- Collaborated with legal teams on complex claims requiring litigation support.
- Handled all aspects of claim processing, including policy review, coverage determination, payments, and closure.
- Participated in mediations and arbitrations as necessary in order to ensure equitable outcomes for all parties involved.
- Assessed liability exposures and recommended corrective actions.
- Trained and mentored new claims adjusters, enhancing team capabilities through knowledge sharing and expert guidance.
- Conducted interviews, gathered detailed information, evidence and completed field investigations to properly assess claim exposure adhering policy, procedure
- Set proper reserves and maintained compliance
- Responsible for drafting claim correspondence and statement of loss to summarize damages, payments, and underlying policy review
Claim Adjuster
Progressive Home
St. Petersburg, USA
10.2017 - 06.2019
- Investigated claims to determine coverage and liability for policyholders.
- Managed claim files, ensuring accurate documentation and timely updates.
- Maintained accurate documentation of all claim activity within designated system.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Determined reserves for each claim based on estimated costs of settlement or defense.
Senior Court Records Specialist
Pinellas County Clerk Of The Circuit Court
Clearwater, Florida
07.2007 - 10.2017
- Sustained extensive file system, ensuring accuracy and accessibility of records through regular report development and submission.
- Maintained confidentiality of sensitive information in all record handling tasks.
- Retrieved records efficiently upon request from internal and external sources, facilitating timely access to information.
- Assisted in training new staff on records management procedures and protocols.
- Streamlined office processes, enhancing workflow and contributing to the achievement of long-term organizational goals.
- Maintained an extensive file system by developing and submitting reports.
Education
Certificate in Insurance Adjusters License -
Central Florida School Of Insurance
FLAssociate of Arts -
St. Petersburg College
FLSkills
- Claims investigation
- Insurance policy analysis
- Claims estimation
- Business process improvement
- Project planning
- Task completion
- Negotiation expertise
- Customer support
- Active listening skills
- Proficient handling large loss exposures
- Team leadership
- Conflict resolution
- Damage assessment
- File auditing
- Multitasking and organization
- Active listening
- Empathy and patience
Timeline
Senior Liability Adjuster
Progressive
07.2025 - Current
Senior Litigation Adjuster
Progressive
04.2024 - 07.2025
Claims Supervisor
Progressive Home
08.2022 - 07.2024
Senior Claims Adjuster
Progressive Home
06.2019 - 08.2021
Claim Adjuster
Progressive Home
10.2017 - 06.2019
Senior Court Records Specialist
Pinellas County Clerk Of The Circuit Court
07.2007 - 10.2017
Certificate in Insurance Adjusters License -
Central Florida School Of Insurance
Associate of Arts -
St. Petersburg College