Raine K Bryant
Colorado Springs,CO
Summary
Prospective loquacious project manager with a refined ability to manage people, provide a welcoming environment in any situation proven with over 9+ years of exceptional customer service. Creativity, time management and risk management skills that have aided in exemplarity performance reviews. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Project Management position. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Licensed Insurance Claims Adjuster
USAA
1855 Telstar Dr. Colorado Springs CO 80920
05.2023 - Current
- A fast-paced job that helped refine time management skills
- It also included verification and review of over 200 claims every thirty days to ensure prompt closure
- Receiving incoming claims by reviewing the facts of loss objectively, making a tentative liability decision, opening the exposures that correspond with the appropriate coverages, ensuring the loss details and insured and claimant info are keyed correctly, responding to emails and messages from insureds, shops, claimants, estimators, adverse insurance companies, and others
- Parallel skills used for project management such as time estimation, multitasking, quantitative and qualitative risk assessment, fact verification, and negotiated communication
- As an adjuster identify quickly if a recorded statement will be needed, identify third-party liability, issue checks, review estimates, and identify injuries, identify fraud or suspected fraud, subrogation potential, what investigative steps will be needed, and use databases to help investigate details of insureds and claimants
- Utilized Slack and Zoom to help teammates and collaborate with other teams.
- The technology utilized included claims center, ISO, LexisNexis, and Microsoft suit.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Negotiated favorable settlements with claimants, and other insurance carriers to minimize financial risk for the company.
- Streamlined internal processes by implementing new claims management software, increasing overall productivity by submitting new ideas.
- Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Identified potential fraud indicators early in the investigation process, protecting company assets from potential losses due to fraudulent activity
- Worked as a liaison between Enterprize and out-of-network repair shops to ensure rental cars were returned timely
Project Management Intern
Zivaro
900 E Mexico Ave Ste 1000, Denver, CO 80210
06.2022 - 12.2022
- Working directly with the managed services project management team and the director of the managed services team
- Performing ISO audits utilizing SharePoint, Mavenlink, and Smartsheet daily
- Auditor and Smartsheet owner, and admin of Mavenlink, VARstreet, and Ironclad, the responsibility for all projects to be set up, maintained, and monitored were part of this position
- Perform standard project management processes with each client
- This included creating a SOW, initiating the kick-off meeting, creating, and updating the project in Mavenlink
- Responsible for creating and managing collaborative SharePoint folders and Smartsheet documents
- Monitoring the project’s progression, invoicing, budget, and closing
- Assisted in weekly internal and external sync meetings regarding client accounts
- Facilitated major clients by updating project status, assisting with the implications, and meeting with the clients to go over results when needed
- Utilized exemplary customer service experience with internal employees and external clients
- Project types included were Splunk, SaaS, network infrastructure, cloud services, network security, big data analytics, and various government contracts
- Worked closely with a director and was handed admin tasks to complete on their behalf then took over those tasks.
- Increased project efficiency by 7% by streamlining processes and implementing best practices.
- Assisted in the successful completion of projects through effective communication and collaboration with team members.
- Developed comprehensive project plans, including timelines, resources, and milestones to ensure timely delivery.
- Improved stakeholder satisfaction by actively engaging with them throughout the project lifecycle.
- Conducted thorough risk assessments for each project phase, mitigating potential issues and reducing overall risks.
- Enhanced team productivity by organizing regular progress meetings, maintaining open communication channels, and addressing any concerns promptly.
- Assisted in the development of project proposals, including scope definition, objectives, deliverables, and resource allocation.
- Gathered detailed requirements from clients to better understand their needs and expectations for each project.
- Collaborated with cross-functional teams to ensure all aspects of projects were aligned with organizational goals and strategies.
Account Expert
T-Mobile
556 Chapel Hills Dr, Colorado Springs, CO 80920
03.2021 - 03.2022
- Worked directly with customers regarding billing inquiries, device setup, order placement, and website queries
- Coaching team members regarding policies and processes was a vital process
- Facilitating the billing breakdown and assisting with plan changes, including adding lines and new equipment were part of day-to-day activities
- Top of the training class and pulled top results thanks to communication skills that have been refined
- Consistently metrics supported the team's goals regarding net promoter score, call time management, and credits and adjustments
- Won a companywide competition allowing the shadowing of multiple Project Managers in the organization
- Enhanced client satisfaction by providing timely and accurate account information.
- Reduced account discrepancies with meticulous attention to detail when reviewing financial statements.
- Developed strong relationships with clients, ensuring their needs were consistently met and exceeded.
- Collaborated with cross-functional teams to resolve complex account issues promptly.
- Fostered a positive work environment amongst team members by actively participating in collaborative efforts towards shared goals and objectives.
- Demonstrated exceptional problem-solving abilities to quickly and effectively resolve account-related issues, leading to increased client satisfaction levels.
- Had over 90 perfect customer satisfaction surveys
- Deployed meticulous organization skills by assisting in the coordination of client deliverables.
- Assisted customers with discussing past-due accounts and negotiated payment plans.
Licensed Insurance Agent
Progressive Insurance
12710 Voyager Pkwy, Colorado Springs, CO 80921
04.2016 - 05.2020
- Worked directly with customers to sell them policies that met their needs financially and economically for customer
- Worked in a unique department that assisted customers when moving from one state to another to ensure that the state's legal compliance was met
- Tasked as a team lead and labeled as the managers' go-to' for anything and everything for the team, including coaching, new content creation, and legal compliance communication
- Managers and higher leadership confided in knowledge in the department for help and expertise for the department
- Fixed multiple procedures were updated or refined, and new processes
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Built long-lasting relationships with clients through excellent communication and attentive service.
- Stayed up-to-date on industry trends, ensuring accurate information was provided to clients at all times.
- Educated customers on policy features, benefits, and options, allowing them to make informed decisions about their coverage.
- Streamlined policy renewal processes for improved efficiency and client retention rates.
- Utilized CRM software to effectively track client interactions, manage leads, and maintain accurate records of sales activities.
New Hire Trainer Loan-In
Progressive Insurance
12710 Voyager Pkwy, Colorado Springs, CO 80921
02.2019 - 09.2019
- Lead a team of consultants from training to aid in the onboarding and development process
- Listened to 15 calls per consultant per week, coached them 2 times, and set goals
- Provide meaningful feedback tailored to the specific consultant's needs and abilities
- Established lines of communication were established via virtual and in-person meetings to go over any opportunities and successful practices
- During coaching sessions, gained commitment and set meaningful and attainable goals by gaining "buy-in" from the consultants
- In between listening to calls, the team stayed active in a chat group used by all new hires (up to three classes at a time of up to twenty-five consultants per class) to help with processes and procedures
- Enhanced employee performance by designing and implementing comprehensive new-hire training programs.
- Reduced time-to-productivity for new hires through targeted skill development and hands-on practice sessions.
- Facilitating meetings and cultivated activities helped develop and attain goals for multiple coaches' consultants
- We had to write detailed reports to our manager about the status of each consultant
- The reports included our accomplishments if we took on extra consultants, created a new game, or other things that we did beyond our typical tasks to help the success of our entire department
- Our consultant's readiness was evaluated with emailed reports and meetings with management every week
- Established strong working relationships with department managers to ensure seamless integration of new hires into established teams.
- Boosted employee retention rates by fostering a supportive and engaging learning environment during the onboarding process.
- Improved overall team efficiency by identifying knowledge gaps and tailoring training materials accordingly.
- We would also elevate code of conduct violations
- Everything had to be met with strict deadlines and timelines and required in-depth skills in all Microsoft Office programs.
Tier 2 Technical Support Specialist
Xerox
2424 Garden Of The Gods Rd, Colorado Springs, CO
02.2015 - 03.2016
- Met strict handle times consistently with the best first call resolution
- Consistently recognized as a top consultant and regularly pulled for floor support
- Aided coworkers with questions, escalations, payments, and positioning
- Solicited sale of new or additional services or products including, but not limited to recommendations and improvements (upgrades) in services, plans, or billing methods and procedures to prevent future problems
- Maintained knowledge of current devices on the market, including smartphones, basic phones, tablets, connected devices, smartwatches, network extenders, home phone connect devices, and equipment
- De-escalated customers’ situations effectively with positioning precise accuracy and skill while educating each customer
- Handled and troubleshot international plans and issues regarding traveling with a domestic device.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Analyzed customer feedback data to identify areas of improvement and implement necessary changes in service delivery.
Education
High School Diploma -
Liberty High School
Springs, ColoradoBachelor of Science - Project Management
Colorado Technical University
Springs, Colorado11.2022
Skills
- Critical Decision-Making Skills
- Meaningful Client Relations
- Strong Forecasting and Planning Skills
- Organizational Skills
- Quality Assurance and Attention to Detail
- Predominate Communication Skills
- Coaching and Mentoring
- Process Creation at Organizational Level
- Process Implementation at Organizational Level
- Strong Integrity and Kaizen Oriented
- Time Management
- Advanced Creativity and Innovation
- Ability to Collaborate and be Self-Sufficient
- Risk Management
- Meeting Facilitation
- Strong Leadership Ability
- Risk Assessment
- Negotiation
- Technical Knowledge
- Adaptability
Accomplishments
Achievements and Awards
- Perfect satisfaction surveys- USAA
- Promoted from associate account expert to account expert in record time with T-Mobile
- Won a company competition exemplifying core values of T-Mobile and was awarded the opportunity to shadow the Product development project management team
- Valuable member of Magenta Masterminds at T-Mobile leading to companywide changes
- Adapted to constant policy and technological advancements both internally and externally with Progressive
- Constantly met metrics for the Rising Star award- Top 15% of consultants
- Valued member of the Advisory Board with progressive
- Top 13% of consultants at Xerox
- 89% Satisfaction rate in all customer service surveys with Xerox
Certification
Certifications
- CAPM prep course- In progress Agile Foundations LinkedIn learning certified by PMI February 2022
- Scrum: The Basics LinkedIn learning certified by PMI August 2022
- Project Management: Technical Projects LinkedIn learning August 2022
- Six Sigma: Green Belt LinkedIn learning certified by PMI August 2022
- Smartsheet Essential Training LinkedIn learning June 2022
- Smartsheet Tips and Tricks LinkedIn learning June 2022
- Introduction to IT Architecture LinkedIn learning August 2022
- Learning Microsoft Project LinkedIn learning certified by PMI August 2022
- Microsoft Project Quick Tips LinkedIn learning August 2022
- Managing Jira Projects: 1 Introduction LinkedIn learning August 2022
- Human Resources: Understanding HR Systems Features and Benefits HR Certification Institute and Society for Human Resource Management (SHRM) certified August 2022
Timeline
Licensed Insurance Claims Adjuster
USAA
05.2023 - Current
Project Management Intern
Zivaro
06.2022 - 12.2022
Account Expert
T-Mobile
03.2021 - 03.2022
New Hire Trainer Loan-In
Progressive Insurance
02.2019 - 09.2019
Licensed Insurance Agent
Progressive Insurance
04.2016 - 05.2020
Tier 2 Technical Support Specialist
Xerox
02.2015 - 03.2016
High School Diploma -
Liberty High School
Bachelor of Science - Project Management
Colorado Technical University