Renee Rhodes
Mentor,OH
Summary
With a robust background at Progressive Insurance, I excel in roles requiring advanced communication and negotiation skills. Adept in the Auto Insurance Industry, my career spans from IT support to arbitration, highlighting my ability to streamline processes and enhance customer service. My achievements include mentoring teams and driving claim resolutions, showcasing my detail-oriented and customer-focused approach.
Overview
28
28
years of professional experience
Work History
Commercial Line Administrative Specialist
Progressive Insurance - Mayfield Village Service Center
Mayfield Heights, OH
11.2024 - Current
- Service as an administrative assistant to the Commercial Lines Claims division.
- Perform tasks and duties that streamline the claims process and allow for customer focus
- Report claims to other insurance carriers
- Process weekly regulatory letter reports.
- Draft legal policy disclosure documents for attorney correspondence.
- Serve as mentor to new hires
- Collaborate in team meetings
Arbitration Panelist
Progressive Insurance Companies
Mayfield Heights, OH
01.2024 - 05.2024
- Hear arbitration cases thru Arbitration Forums on behalf of Progressive Insurance
- Review all evidence and contentions provided for both liability disputes and property damage disputes
- Ensure that the rules and agreements of the forum are met
- High attention to details of the claim in order to render quality decision
- Maintain professionalism while writing decisions that will become legal and binding
Uninsured Triage
Progressive Insurance
Mayfield Heights, OH
08.2017 - 01.2024
- Provide a general overview of the subrogation referral for a uninsured party
- Review claim notes to ensure that claim referred correctly and identify any areas of opportunity to move the claim to insured team or other specialty area
- Utilize vendor support to identify possible insurance
- Review liability for possible closure
- Ensure that the Progressive brand is protected by avoiding collection efforts when not appropriate
- Involve collection agency or attorney when appropriate
- Answer customer calls and ensure excellent customer service is provided
Salvage Representative Sr
Progressive
Mayfield Village, Ohio
05.2016 - 08.2017
- Review Michigan total loss documents and title for accuracy and state compliance
- Determine appropriate title branding using guidelines set forth by the state
- Attend monthly Michigan discussions to align team processing behaviors and discuss opportunities for streamlining process
- Serve as mentor to new hire
- Interpret team inventory report and report to managers in form of Excel spreadsheet
- Strive to maintain professional and cordial relationship with Michigan claim representative and outside vendors
Subrogation Specialist
Progressive
Mayfield Village, Ohio
03.2015 - 05.2016
- Adapted to subrogation generalist model by taking ownership of claim from onset of subrogation referral
- Reviewed accuracy of subrogation referral from branch
- Analyzed claim strengths and weaknesses
- Updated pertinent claimant carrier contact information
- Followed up on subrogation demands
- Negotiated claim settlements
- Initiated arbitration filing in effort to drive claim to resolution
Arbitration Specialist
Progressive
Mayfield Village, Ohio
04.2007 - 03.2015
- Managed new arbitration referrals from subrogation collectors
- Reviewed facts of loss and liability strengths/weaknesses
- Reviewed collectible exposures for accuracy
- Gathered pertinent evidence for submission to support liability
- Typed effective and factual contentions to leverage the most recovery for Progressive
- Submitted evidence documents in a timely manner to meet deadlines
- Reviewed case results and sought awards from claimant carriers
Admin Specialist III
Progressive
Mayfield Village, Ohio
10.2006 - 04.2007
- Reviewed accounts payable reports from law firms for accuracy
- Issued payments for litigation services rendered
- Maintained valued customer relationship with contracted law firms
IT Support Helpdesk II
Progressive
Mayfield Village, Ohio
09.2004 - 09.2006
- Handled more complex IT issues specifically related to claims hardware and software
- Assisted with new hire On-boarding and training
- Facilitated and presented new hire training classes
- Evaluated progress of new hires and served as mentor during On-boarding
IT Helpdesk Support I
Progressive
Mayfield Village, Ohio
02.2004 - 09.2004
- Served as first point of contact for claims representatives experiencing problems with their laptops
- Utilized effective listening skills to gain information needed to diagnosis and troubleshoot technical issues with hardware and software
- Worked to service customers in a timely and efficient manner to minimize their downtime
Subrogation Collector
Progressive
Mayfield Village, Ohio
10.2000 - 02.2004
- Served as first point of contact in the collection process
- Reviewed liability and accuracy of collectible exposures
- Prepared demand documents
- Negotiated collection settlements
- Drove for file resolution
Processing Specialist
Progressive
Mayfield Village, Ohio
02.2000 - 09.2000
- Handled more complex processing of underwriting documents
- Worked specifically on Maryland compliance requirements
Processor 1
Progressive
Mayfield Village, Ohio
04.1997 - 02.2000
- Entry-level processing
Education
Associate of Arts -
Lakeland Community College
Kirtland, OHSkills
- Effective Time Manager
- Highly motivated
- Advanced oral and written communication skills
- Customer service-oriented
- Effective team member
- Attentive to details
- Receptive to positive and constructive feedback
- Vast knowledge of the Auto Insurance Industry
- Skilled in Negotiation and Decisions
- Excellent training skills
Affiliations
- Lifepoint Church- Youth Minister/Teacher
Timeline
Commercial Line Administrative Specialist
Progressive Insurance - Mayfield Village Service Center
11.2024 - Current
Arbitration Panelist
Progressive Insurance Companies
01.2024 - 05.2024
Uninsured Triage
Progressive Insurance
08.2017 - 01.2024
Salvage Representative Sr
Progressive
05.2016 - 08.2017
Subrogation Specialist
Progressive
03.2015 - 05.2016
Arbitration Specialist
Progressive
04.2007 - 03.2015
Admin Specialist III
Progressive
10.2006 - 04.2007
IT Support Helpdesk II
Progressive
09.2004 - 09.2006
IT Helpdesk Support I
Progressive
02.2004 - 09.2004
Subrogation Collector
Progressive
10.2000 - 02.2004
Processing Specialist
Progressive
02.2000 - 09.2000
Processor 1
Progressive
04.1997 - 02.2000
Associate of Arts -
Lakeland Community College
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