Renee Hernandez
Tulsa,OK
Summary
Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment. Emphasizing effective time management, cost control and self-motivated and customer-focused.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Property Adjuster Virtual Estimating CAT
Allstate Insurance Company
Tulsa, OK
11.2023 - Current
- Communicate empathetically with customers and help them through their claim process in a fast, fair, and easy manner
- Interface with customers and vendors virtually over the Virtual Assist system-This means vendors will inspect loss sites while on a video call with the adjuster. If the adjuster and vendor are unable to connect at the time of inspection, the vendor will inspect the home without an adjuster and send in photos, measurements, and drawings (sketch) of the home
- Gather information to write property estimates in Xactimate
- Responsible for handling claims from start to finish
- Negotiate claim settlements with customers in accordance with business unit standard methodologies
National Catastrophe Team
Allstate Insurance Company
Tulsa, OK
03.2023 - 11.2023
- Conducted on-site or virtual inspections of damaged properties in order to assess damages accurately.
- Traveled 50-75% of the year, for local & non local claims.
- Investigated properties, classified damages and created estimates outlining repair costs.
- Prepared detailed reports documenting all aspects of the investigation including findings, conclusions and recommendations for resolution of the claim.
- Traveled to customer sites to evaluate wind, hail, floods, fires, leaking roofs, personal property damage and other issues to create accurate cost estimates.
- Negotiated settlements for property losses utilizing creative solutions that met both parties' needs.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Senior Homeowners Field Adjuster
CSAA Insurance Group
Owasso, OK
10.2017 - 04.2023
- Receives claims assignments and communicates and coordinates with insured.
- Contacts and meets virtually or in-person with the insured or third-party to photograph and inspect all damaged dwelling, other structures and personal property.
- Delivered exceptional customer service to insureds, agents and contractors by communicating information and actively listening to concerns.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Determine scope of repairs and complete estimates using xactimate estimating software.
- Handle structural claims with Xactimate paired with the XactContens module to build personal property inventories and price contents items.
- Settles and pays dwelling, other structure damage, personal property and/or loss of use once the coverage analysis is completed .
- Analyzed information gathered by investigations and reported findings and recommendations
- Follows the claims process to conclusion.
Catastrophe Homeowners Adjuster
Farmers Insurance Exchange
Sandia Park, NM
03.2006 - 10.2016
- Traveled 50-75% of the year, for local & non local claims.
- Ability to manage large inventories and move claims forward.
- Build rapport with insureds, agents, public adjusters, contractors restoration vendors, and experts.
- Manage assigned claims caseload comprised of claims with complex damages including specialty claims.
- Excellent customer service skills and the ability to set expectations.
- Receptive to constant change and new technologies.
- Proven track record of collaboration and teamwork.
- Ensured compliance with regulatory requirements relating to claims handling.
- Provided coverage opinions based on analysis of facts, law, policy language and endorsements.
- Maintained detailed records of all claim activities in a timely manner.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Drove business success by mentoring and coaching team members to achieve results.
Property Theft Team
Farmers Insurance Exchange
Oklahoma City, OK
05.2004 - 03.2006
- Maximized investigations success by proactively spotting hidden "red flags" and additional elements that may indicate fraud was committed.
- Collaborated with Special Investigation Unit and insureds to identify and resolve questionable claims.
- Provided detailed reports on all investigating activities.
- Exhibited multitasking skills toward canvassing neighborhoods, photographing property, obtaining police reports, fire reports, and obtaining recorded statements.
- Performed background checks on individuals under investigation.
- Presented investigative findings in both written and oral form to appropriate personnel.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Write estimates using Xactimate software for covered damage to dwelling, other structure and personal property.
Branch Claims Property Field Adjuster
Farmers Insurance Exchange
Edmond, OK
03.2003 - 04.2004
- Accurately investigate claims, confirmed coverage, established damages, and negotiated settlement of assigned cases.
- Accurately estimate using Xactimate software for covered damage to the dwelling, other structures and personal property.
- Build and sustained productive relationships with policyholders, Insureds, Agents, Contractors, Public Adjusters, and Experts.
- Determined if a structural engineer is needed to assess structural integrity of buildings damaged by natural disasters or other catastrophes.
- Inspected residential dwellings for signs of fraud involving false claims filed against insurers.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Negotiated settlements with insureds while adhering to company policies and procedures.
- Analyzed estimates of repair costs prepared by contractors or homeowners.
- Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
- Conducted secondary evaluations of original investigations documentation and reports to facilitate smooth resolutions.
- Coordinated with law enforcement and testified at criminal proceedings.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
Education
Bachelor of Science - Psychology
University of Wyoming
Laramie, WY05-2020
Skills
- Licensed & Certified Property Claims Adjuster who makes sound decisions to reflect positively on client and company goals, and works to investigate claims, assess damage, and negotiate highly competitive industry settlements
- Ambitious Self-Starter who conducts research, analyzes data, and resolves issues
- Top Performer who possesses compassion to handle high-stress situations and intense emotions that follow a natural disaster, fire, flood, or other catastrophe, and who exercises objective assessments to deliver tangible claims results
- Excellent Communicator who builds synergistic relationships with insureds, management, contractors, public adjusters, attorneys, experts and vendors who excels in autonomous and collaborative work environments
- Personable Friendly and Empathetic
- Team Motivation
- Critical Thinking
- Coaching and Mentoring
- Xactimate specialist
- Proficient with XactAnalysis & Claims Xperience
Accomplishments
- Award-Winning Leader recognized for “Courage Under Fire,” and who received an award for outstanding performance, attained Keith Daily Excellence in Claims” honors, and was “Keith Daily Passion for Excellence” nominee.
- Selected to participate in a Pilot program to learn and estimate how Symbility software works by completing setup, navigation, how to build a basic floor plan, roof, and elevation setup. While writing up estimates using Xactimate software to compare the differences. Pilot was a success and Symbility was implemented for a time period.
- I have been acknowledged and received over 17,000 Applause points from team members, and management 1. for providing comprehensive solutions and shared what I have learned with others. 2. Demonstrating honesty, loyalty and respect for colleagues, while also keeping the organization's core values top of mind.
Certification
XactContensOwass
- California Fair Claims Certified – Earthquake
- Haag Wind & Hail Certified
- Xactimate Certified
- Symbility Certified
- Property & Casualty License : OK, WY, FL, CT, NM, KY, MT, NC, GA, CA, MI, UT, AR, AZ
Timeline
Property Adjuster Virtual Estimating CAT
Allstate Insurance Company
11.2023 - Current
National Catastrophe Team
Allstate Insurance Company
03.2023 - 11.2023
Senior Homeowners Field Adjuster
CSAA Insurance Group
10.2017 - 04.2023
Catastrophe Homeowners Adjuster
Farmers Insurance Exchange
03.2006 - 10.2016
Property Theft Team
Farmers Insurance Exchange
05.2004 - 03.2006
Branch Claims Property Field Adjuster
Farmers Insurance Exchange
03.2003 - 04.2004
Bachelor of Science - Psychology
University of Wyoming
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