PHYLLIS HILL
Mobile,AL
Summary
Passionate and empathetic customer service professional with over 15 years of experience in the insurance industry. Recognized for exceptional ability to build rapport with customers, effectively communicate complex policy details, and resolve issues with a focus on customer satisfaction. Proficient in MS Office with a strong record of leveraging technology to improve customer service outcomes.
Overview
15
15
years of professional experience
Work History
Claims Specialist - Totalloss Adjuster
Crawford & Company
02.2022 - 08.2023
- Managed over 5000 total loss claims annually, maintaining a customer satisfaction rate of over 95%
- Negotiated and expedited lien-holder settlements, reducing payout time by 30%
- Improved documentation efficiency by implementing a new follow-up system, resulting in a 20% increase in on-time claim file completions
- Ensured a smooth salvage process for 85% of total loss vehicles, exceeding company targets.
Claims Adjuster - Totalloss
Kemper Insurance
09.2019 - 02.2022
- Managed an annual portfolio of over 10,000 total loss claims, maintaining a 98% customer satisfaction rating through effective communication and service
- Implemented a new system for liaising with lien-holders, improving the efficiency of payoff processes by 25%
- Developed a follow-up protocol that reduced document retrieval times by 30%, ensuring faster claim file completions
- Conducted thorough salvage assessments, directly contributing to a 10% increase in the recovery value of totaled vehicles.
Claims Adjuster - Total Loss
Windhaven Insurance
01.2017 - 09.2019
- Facilitated clear communication with insured parties on over 10,000 total loss claims, achieving a 98% positive feedback score
- Collaborated with lien-holders to secure settlements, increasing customer retention by 15%
- Spearheaded a customer follow-up initiative that resulted in a 40% increase in repeat customer rate
- Successfully resolved total loss claims 20% faster than the industry average, handling over 200 claims per year
- Developed and led a workshop on policy coverage communication, resulting in a 10% improvement in team performance.
Claims Service Consultant
National General Insurance Company
06.2015 - 09.2019
- Managed over 150 weekly incoming calls, efficiently setting claims and directing claimants to appropriate services
- Coordinated the provision of 50+ rental vehicles weekly for insured clients, ensuring continuity in client mobility
- Developed and implemented claimant support programs, increasing the rate of successful claim settlements by 20%
- Executed timely follow-ups on 200+ weekly call back requests, enhancing customer satisfaction levels.
Claims Processor
Catastrophe Management Systems
07.2014 - 06.2015
- Facilitated communication with insured on over 1000 total loss claims, streamlining the process
- Negotiated with lienholders to expedite the payoff process on total loss claims, reducing the cycle time by 20%
- Improved the salvage assignment verification process, which resulted in a 10% increase in asset recovery
- Processed payments to insured and lienholders, maintaining a 99% accuracy rate in financial transactions.
Adjuster Assistant
Catastrophe Management Systems, CMS
03.2008 - 09.2013
- Digitized and managed over 10,000 claim documents, improving claim processing efficiency by 25%
- Reopened and adjusted supplemental claims for 500+ cases, successfully addressing additional damages and depreciations
- Pioneered a claims research protocol using Mainframe and Next-gen systems, preventing overpayment and saving the company an estimated $100K annually
- Resolved customer concerns for 95% of complaints, directly contributing to a 5% increase in customer retention.
Inside Adjuster
Pilot Catastrophe
01.2011 - 01.2012
- Assisted in the settlement of property claims, increasing settlement speed by 30% through effective negotiation and policy enforcement
- Maintained meticulous documentation for over 1200 claims, resulting in a 100% compliance rate with industry regulations
- Conducted comprehensive policy reviews for each claim, ensuring a 98% accuracy in coverage determination
- Worked collaboratively with contractors to facilitate repair processes, reducing claim resolution times by 20%.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION -
STILLMAN COLLEGE
TUSCALOOSA, AL05.1987
CREDITS COMPLETED -
C.F. VIGOR HIGH SCHOOL
PRICHARD, AL05.1983
Skills
- Documentation Review
- Settlement Coordination
- Liability Denials
- Data Entry
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Attention to Detail
- Critical Thinking
- Policy Review
- Organizing and Prioritizing Work
- Active Listening
- Microsoft Office
Languages
English
Middle Initial
P H
References
References Available Upon Request
Timeline
Claims Specialist - Totalloss Adjuster
Crawford & Company
02.2022 - 08.2023
Claims Adjuster - Totalloss
Kemper Insurance
09.2019 - 02.2022
Claims Adjuster - Total Loss
Windhaven Insurance
01.2017 - 09.2019
Claims Service Consultant
National General Insurance Company
06.2015 - 09.2019
Claims Processor
Catastrophe Management Systems
07.2014 - 06.2015
Inside Adjuster
Pilot Catastrophe
01.2011 - 01.2012
Adjuster Assistant
Catastrophe Management Systems, CMS
03.2008 - 09.2013
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION -
STILLMAN COLLEGE
CREDITS COMPLETED -
C.F. VIGOR HIGH SCHOOL
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