ROCHELLE BAKER-GRAY
Richton Park,IL
Summary
Skilled professional with strong analytical and logical problem-solving skills. Exceptional oral and written communication skills for effective collaboration with colleagues and clients. Delivers excellent customer service, ensuring client satisfaction and fostering long-term relationships. Remarkable ability to handle multiple projects concurrently with efficiency and attention to detail. Self-starter who quickly grasps new concepts and can work independently or as part of a team. Motivated by a positive attitude, consistently approaching tasks with enthusiasm and dedication. Dependable, thorough, and highly organized in all endeavors.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Independent Claims Adjuster
EBERL CLAIMS SERVICE
08.2014 - Current
- Works virtual remote and in office desk positions
- Handles first and third-party auto claims including all weather catastrophe and daily total loss, liability and complex liability, express and first notice of loss for various insurance companies
- Adjusted catastrophe claims for multiple hurricanes Ian, Nicole, Harvey and Irma
- Traveled for claim handling to locations in West Lafayette, IN, Fort Worth, TX, Columbus, OH, Concordville, PA and St Louis, MO
- Contact first party insureds to discuss and settle hurricane total loss claims
- Issued payments to appropriate claim payee(s) for claim settlement
- Reviews and conducts first and third-party liability claims investigations, including complex liability
- Obtain recorded statements to determine liability
- Make liability determination and notify both parties of decision
- Issued first and third-party liability settlement payments
- Run various reports (ISO, TLO, MVR, Accurint, Carfax, etc.) for claim handling information
- Contact lienholders, salvage yards, body shops and attorneys to assist with claim investigation information
- Arrange vehicle moves to salvage yards or body repair shops
- Assign or extended rental reservations
- Review estimates, photos, Audatex or Mitchell vendor vehicle evaluation reports for ACV to determine total loss or repairable status
- Works on other miscellaneous discretionary claim tasks
Claims Specialist – Liability
CORVEL CORPORATION
02.2020 - 10.2021
- Permanent work from home position
- Managed and handled complex and problematic, high visibility auto and general liability commercial property damage claims, including litigation processes
- Conducted investigations and determined liability
- Notified the claimants of liability determination within required time limits
- Obtained documentation of damages being claimed and evaluated claims for settlement
- Prepared damage estimates using estimating software
- Negotiated settlements within designated authority
- Completed appropriate claim reports for client and claims supervisor
- Established plan of action to bring claims to a conclusion
- Timely reviewed files in diary
- Managed litigation and updated defense counsel
- Controlled legal expenses
- Adhered to client guidelines and participated in claim reviews as needed
Inside Property Claims Adjuster
ALLSTATE INSURANCE COMPANY
07.2018 - 02.2020
- Investigated, negotiated, and settled moderately complex property insurance claims
- Handled losses that required an outside adjuster inspection and worked with clients to handle
- Reviewed reports and photos, evaluated damages, determined loss coverages, and authorized payments
- Handled first party claims and created an empathetic environment for customers to understand, service the claim and meet their needs
- Followed up with customers and provided claim status
- Researched and responded to moderately complex customer communications, concerns, conflicts, or issues
- Investigated, reviewed, determined, and verified moderately complex coverage/policy information
- Provided coverage explanation to customers
- Handled first notice of loss of water damage claims
- Reviewed and approved repair estimates
- Prepared moderately complex damage estimates using estimating software
- Conducted fast track estimating
- Handled additional living expense claims as needed
- Handled contents inventories and moderately complex contents pricing analysis and prepared claims reports
- Determined claims for subrogation investigations
- Handled claims with Public Adjuster involvement
Project Team Specialist (PTS)
PwC (PRICEWATERHOUSECOOPERS LLP)
09.2007 - 01.2014
- Orchestrated, coordinated and delivered project management support and customer service through operations and workforce deployment for Assurance Financial Services audit/attest client engagement teams in the Insurance, Capital Markets, Investment Management and Real Estate sectors
- Prepared monthly forecasting and projections for market team performance of chargeable hours, utilization, and headcount
- Tracked and prepared analyses for quarterly forecasting and projections in comparison to fiscal year budget
- Analyzed monthly +/- variances and projected budget shortfalls to seek solutions to improve team metrics
- Prepared monthly budget vs actual analysis of team statistics
- Reviewed monthly team operation reports and prepared summaries for partner team leaders and portfolio manager
- Created team operation reports and spreadsheets which resulted in more effective and efficient team reporting and deliverables and assisted market teams in meeting FY budget
- Worked closely with IT dept on creating/revising the financial services team portfolio database and made ongoing updates
- Determined and developed staffing approach for all engagement teams in market portfolio
- Updated daily engagements and staff schedules in the Retain Web Portal schedule/forecasting tool
- Worked closely with market team portfolio manager, HR manager, partners, and engagement managers on strategic staffing decisions
- Resolved scheduling conflicts and workload balance issues with engagement team managers and staff
- Supervised and coached incoming interns
- Conducted staff training on the use of the Retain schedule/forecasting tool
- Assisted engagement teams with completion of planning and budgeting process
Legal Executive Administrative Assistant
UNITRIN, INC. (Kemper)
02.2002 - 09.2007
- Provided assistance to President and Managing Counsel; and Vice-President and Counsel in the Complex Litigation Unit specializing in life, property and casualty, employment, labor, regulatory and complex insurance litigation
- Gathered and researched insurance claims information for case discovery
- Reviewed and typed dictated letters, memos, amendments, agreements, contracts, affidavits, presentations and any other legal correspondence using Microsoft Word, Excel and PowerPoint
- Converted data files from Lotus to MS Access and helped to create new Access legal database
- Developed and implemented training sessions and manual for legal staff on use of Access database
- Logged EEOC Charges into legal database, maintained EEOC case files and provided quarterly employment case status reports
- Input new litigation cases, updated and maintained information in legal database and corporate filing system
- Processed expense reports, scheduled meetings and conference calls, and coordinated travel arrangements
- Notarized legal correspondence, answered phones and performed all necessary administrative support tasks
Education
Master of Information Systems Management - Data Administration and Management/Wireless
Keller Graduate School of Management
Chicago, IL01.2008
Bachelor of Science - Business Information Systems
Chicago State University
Chicago, IL01.2003
Skills
- Auto Claims Adjusting
- Homeowners Claims Adjusting
- Commercial Property Damage Claims Adjusting
- General Liability Claims Adjusting
- ECS System
- Next Gen System
- Xactimate
- Symbility
- ImageRight
- Guidewire
Adjuster State Licenses
AL, AR, CT, DE, FL, GA, ID, IN, KY, LA, ME, MI, MN, MS, NC, NH, NM, OK, SC, TX, UT, VT, WA, WV
Certification
State Farm Auto certification
TWIA Certification
Timeline
Claims Specialist – Liability
CORVEL CORPORATION
02.2020 - 10.2021
Inside Property Claims Adjuster
ALLSTATE INSURANCE COMPANY
07.2018 - 02.2020
Independent Claims Adjuster
EBERL CLAIMS SERVICE
08.2014 - Current
Project Team Specialist (PTS)
PwC (PRICEWATERHOUSECOOPERS LLP)
09.2007 - 01.2014
Legal Executive Administrative Assistant
UNITRIN, INC. (Kemper)
02.2002 - 09.2007
Master of Information Systems Management - Data Administration and Management/Wireless
Keller Graduate School of Management
Bachelor of Science - Business Information Systems
Chicago State University
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