ROBERT GUY

Select Service Optimization and Resolution Team (SSORT)

• Drafted written responses to complaints filed with state department of insurance entities, based on in-depth research into claim files, auto repair estimates, jurisdictional regulations, company procedures, and external resources.
• Provided solutions for corrective repair concerns.
• Resolved complex payment issues for business partners and initiated the process to recover reimbursements owed.
• Consistently exceeded performance standards by rapidly adapting to the role and identifying new processes to maximize results.
• Identified as a resource to coach new teammates.

• Conducted analytical reviews of program repair facility estimates for compliance with Select Service Agreement.
• Collaborated with teammates to identify trends and ensure consistent results.
• Applied strong communication skills to maintain adherence to State Farm Select Service Agreement.
• Adapted quickly to role requirements, ensuring high-quality standards were met.

• Job roles include: Proximity, Virtual Supplement, Alternative Workflow, Pocket Estimate, Drive-in, and Storm Assist.
• Promoted high customer satisfaction with knowledgeable and friendly service to provide accurate and complete repair estimates.
• Guide customers through auto insurance claims, while delivering the value of the State Farm brand.
• Demonstrated excellent communication skills when interacting with customers and repair facilities.

• Point of contact for first- and third-party customers to assist them through the insurance claim process, with the goal of recovering from a loss while having a remarkable outcome.
• Maintained knowledge of policies and procedures, insurance coverage, eligibility, and verification processes.