Paula Harvey
Virginia Beach,VA
Summary
Accomplished and results-driven claims professional with over 10 years of expertise in claims handling and team management. Possesses a proven ability to lead comprehensive investigations, deliver precise assessments, and achieve fair claim resolutions while fostering strong relationships with clients and legal teams. Highly adept at risk analysis, strategic negotiation, and implementing industry best practices to mitigate costs and elevate customer satisfaction.
Overview
9
9
years of professional experience
Work History
Total Theft and Fire Examiner Supervisor
GEICO
08.2022 - Current
- Analyze facts and evidence presented by claimants to help my examiners determine coverage and amount of damages paid
- Work closely with the investigative unit to ensure claims were only paid if owed and verify any policy discrepancies for the underwriting team to review
- Manage a Fire Recall Project with the Subrogation Department
- Champione and SME for Quality and Claim Compliance countrywide in the Total Theft Department
- Traine new examiners and 5 supervisors as they transitioned into the Theft Department
- Develope compliance training material and resources for the Theft Department
- Lead my team to achieve 1st quartile results in in 2023 and 2024
Bodily Injury and Litigation Claims Adjuster
GEICO
09.2021 - 08.2022
- Negotiated injury claims with attorneys and unrepresented claimants
- Investigated coverage, injuries, liability, and potential fraud
- Evaluated Claims with a focus on mitigating risk
- Participated in 'round table' discussions with the intent of finding solutions for settlement
- Participated in negotiations via mediators, arbitrations, and trials
- Piloted early settlement resolution with unrepresented and represented claimants for the company
Liability Claims Supervisor
GEICO
03.2020 - 09.2021
- Successfully coached adjusters to exceed departmental productivity and efficiency goals; becoming a high performing team and promoting 5 adjusters
- Improved customer experience through training and individual coaching of claims associates
- Manages payroll, performance appraisals, audits, and associate development
Liability Performance Analyst
GEICO
10.2017 - 03.2020
- Conducted department wide quality and customer experience audits
- Successfully onboarded new liability adjusters in all aspects of claims processing and handling
- Achieved high country-wide performance results through peer-mentorship and group calibrations
Liability Claims Adjuster
GEICO
07.2016 - 10.2017
- Handled first party medical claims
- Interpreted policy contracts
- Resolved liability disputes
- Handled Properly Damage Excess Claims
- Maintained 100% file quality and customer experience ratings
Claims Customer Service Performance Analyst
GEICO
08.2015 - 07.2016
- Ensured implementation and execution of basic claim handling
- Assisted the department in achieving 4.12 customer experience rating and 4.16 quality rating out of 5.00
Education
B.S - Business Management
University of Maryland Global Campus
Adjusters License -
Delaware Department of Insurance
05-2013
Skills
- Interpreting Policy Contracts
- Risk Management
- Associate Development
- Multi-Level Communication
- Customer Satisfaction
- Underwriting
- Coverage Counseling
- Empathy and sensitivity
Licensing
Adjusters License, Delaware Department of Insurance, 01/13, Current
Timeline
Total Theft and Fire Examiner Supervisor
GEICO
08.2022 - Current
Bodily Injury and Litigation Claims Adjuster
GEICO
09.2021 - 08.2022
Liability Claims Supervisor
GEICO
03.2020 - 09.2021
Liability Performance Analyst
GEICO
10.2017 - 03.2020
Liability Claims Adjuster
GEICO
07.2016 - 10.2017
Claims Customer Service Performance Analyst
GEICO
08.2015 - 07.2016
B.S - Business Management
University of Maryland Global Campus
Adjusters License -
Delaware Department of Insurance
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