Pamela Martos
Plano,Texas
Summary
Organized and detail-oriented Insurance Specialist dedicated to improving efficiency, productivity and profitability through continuous process improvement. Skilled in investigating and analyzing liability concerning personal, casualty or property loss. Thorough understanding of claims process and insurance with a proven history of leveraging excellent negotiation skills to facilitate settlements. Analytical thinker skilled at developing innovative solutions to complex problems and skilled at applying creative approaches to solving complex problems. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
15
15
years of professional experience
Work History
Subrogation Resolution Specialist
Liberty Mutual
06.2021 - Current
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Improved overall department performance metrics by consistently meeting or exceeding goals related to cycle time, productivity levels, and customer satisfaction ratings.
- Established a reputation for sound decision-making and exceptional customer service, contributing to positive feedback from both clients and colleagues within the company.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Expedited resolution of disputed claims through effective negotiation with claimants, attorneys, or third-party carriers.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
- Collaborated effectively with cross-functional teams to resolve complex cases involving multiple lines of business within the organization.
Subrogation Adjuster
Kemper
08.2019 - 07.2020
- Exercised proper judgment and decision making to analyze claims exposure, determine proper action, and appropriately settle claims
- Streamlined workflow for faster claim resolution by coordinating with various internal departments and external agencies.
- Contributed to team success by participating in regular training sessions, sharing best practices, and mentoring new adjusters.
- Managed catastrophe response efforts during natural disasters, ensuring prompt service to affected policyholders and efficient resource allocation within the team.
- Leveraged strong negotiation skills to resolve claim disputes, resulting in favorable settlements for both the company and policyholders.
- Performed fact-finding and investigated damage, recorded information, and transmitted information to accurately determine potential indemnities
- Built property damage estimates based on direct assessments and investigations.
Agency Owner/Agent
Farmers
12.2015 - 09.2017
- Boosted revenue with innovative, results-driven sales strategies and solid industry partnerships.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Established lasting rapport with customers through genuine empathy and attentiveness, leading to high levels of satisfaction and loyalty.
- Conducted detailed needs assessments for prospective clients, ensuring comprehensive understanding of their insurance requirements.
Insurance Sales Representative
State Farm
08.2015 - 12.2015
- Delivered superior customer service by explaining insurance products, suggesting policy updates, and guiding sales process to address customer needs
- Met or exceeded sales goals by generating new business and cross-selling existing customers
- Collaborated with colleagues to identify cross-selling opportunities within existing client accounts, maximizing revenue potential per account.
- Enhanced operational efficiency by implementing time-saving tools for tracking progress toward sales goals and monitoring productivity metrics.
- Managed a diverse portfolio of accounts, offering personalized attention to each client to foster loyalty and trust.
- Utilized technology platforms effectively to manage client information, track sales activities, and optimize lead generation efforts.
Relationship Manager
JP Morgan Chase
12.2008 - 07.2014
- Setup loans on modification trials, collected documents and underwriting
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting modification
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Formulated and enforced Service Center policies, procedures and quality assurance measures
Education
Associate In Arts -
El Centro College
Dallas, TexasSkills
- Customer Service
- Team leadership
- Caseload Management
- Attention To Detail
- Conflict Resolution
- Claims Investigation
- Settlement Negotiation
- Interpersonal Skills
- Analytical Skills
- Advanced Oral and Written Communication Skills
- Computer proficiency
- Adaptability
Websites
Accomplishments
ISO Training: Designed a training for our department and led a project to assist my peers with Job specific tools.
Mentor: Provided guidance and support while I assisted in training my mentee for their new role.
CI Council Member: Participated in continuous improvement sessions.
AMIGOS Mentee: Receive guidance and participate in projects that focus on my career and personal growth development.
Timeline
Subrogation Resolution Specialist
Liberty Mutual
06.2021 - Current
Subrogation Adjuster
Kemper
08.2019 - 07.2020
Agency Owner/Agent
Farmers
12.2015 - 09.2017
Insurance Sales Representative
State Farm
08.2015 - 12.2015
Relationship Manager
JP Morgan Chase
12.2008 - 07.2014
Associate In Arts -
El Centro College
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