Pamela Allen
ORLANDO,FL
Summary
Professional Summary
Highly motivated and detail-oriented insurance professional with hands-on experience supporting auto claims and property claims, with an expanding focus on commercial claims. Proven ability to excel in fast-paced, high-volume environments while managing claims with accuracy, compliance, and professionalism. Currently pursuing the Associate in Claims (AIC) designation, demonstrating a strong commitment to professional development and continuous learning within the insurance industry. Known for strong communication, sound judgment, and organizational skills. Seeking an opportunity to grow into an Auto Claims Adjuster role and build a long-term career in claims handling.
Overview
10
10
years of professional experience
Work History
Claims Customer Service- Property (Fnol)
Liberty Mutual
Plano, TX
09.2022 - Current
- Handle First Notice of Loss (FNOL) calls for property claims, accurately gathering loss details to initiate claim files in accordance with policy guidelines
- Review and verify policy information to identify coverage considerations and appropriate claims-handling steps
- Document claim activity thoroughly and accurately within claims management systems to ensure compliance and file integrity
- Communicate claim processes, timelines, and next steps clearly to policyholders while providing empathetic customer support
- Coordinate with vendors, appraisers, mitigation services, and repair facilities to support efficient claim resolution
- Adhere to state regulations, company procedures, and quality standards while managing a high volume of incoming claims
- Identify and escalate potentially complex or suspicious claims in accordance with internal guidelines
Customer Care Associate- Auto Claims (Fnol)
Liberty Mutual
Plano, Texas
07.2021 - Current
- Process First Notice of Loss (FNOL) calls for auto claims, collecting accident details and initiating claim files accurately and efficiently
- Enter claim information into claims management systems with a high level of accuracy and attention to detail
- Review auto insurance policies and explain coverage, deductibles, and claim procedures to insureds and claimants
- Communicate effectively with policyholders, body shops, rental vendors, and internal teams to support claim progression
- Assist customers with claim-related inquiries, providing clear explanations and timely updates
- Identify inconsistencies or red flags in claim information and escalate concerns per company protocols
- Maintain compliance with company guidelines, regulatory requirements, and documentation standards
Dispatch Operator
Valencia College
Orlando, Florida
01.2016 - 07.2021
- Responded to emergency and non-emergency service requests, prioritizing calls, and coordinating appropriate response actions.
- Collected, documented, and relayed critical incident information accurately under time-sensitive conditions.
- Maintained detailed communication logs and records to support compliance, reporting, and operational review.
- Coordinated transportation and service dispatch schedules for faculty, staff, and students across campus.
- Operated radio and phone systems to ensure clear, timely, and effective communication during routine and emergency situations.
- Provided calm, professional communication, and support to callers during high-stress situations.
- Assisted in training new dispatch operators on procedures, protocols, and system usage.
Education
6-20 Accredited Claims Adjuster License
Florida Department of Financial | Tallahassee, FL
03-2021
Associate of Arts - General Studies
Valencia College
Orlando, FL07-2020
Skills
- First notice of loss (FNOL) intake
- Property, auto, and commercial loss reporting
- Policy interpretation and coverage verification
- Claims documentation and file management Incident and damage detail collection
- Claims systems data entry and accuracy
- Claimant and policyholder communication
- Compliance with state regulations and company guidelines
- Vendor coordination (repairs, inspections, mitigation)
- Time management in high-volume claims environments
- Fraud awareness and escalation procedures Attention to detail and quality assurance
Timeline
Claims Customer Service- Property (Fnol)
Liberty Mutual
09.2022 - Current
Customer Care Associate- Auto Claims (Fnol)
Liberty Mutual
07.2021 - Current
Dispatch Operator
Valencia College
01.2016 - 07.2021
6-20 Accredited Claims Adjuster License
Florida Department of Financial | Tallahassee, FL
Associate of Arts - General Studies
Valencia College