Rocio J. Reyes
Gardner,Kansas
Summary
Results-driven Unit Manager known for high productivity and efficient task completion. Possess specialized skills in team leadership, operational management, and process optimization. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and positive team dynamics. Committed to fostering an environment that promotes growth and continuous improvement. Results-driven Claim Team Manager known for high productivity and efficient task completion. Skilled in claims processing, team leadership, and conflict resolution. Excel at communication, problem-solving, and adaptability, ensuring smooth operations and effective team management.
Overview
14
14
years of professional experience
Work History
Auto Unit manager
Travelers Insurance
01.2022 - Current
- Supervise and lead a team of auto claims adjusters, providing guidance, support, and performance feedback
- Conduct regular team meetings to discuss goals, performance metrics, and updates on claims processes
- Oversee the processing of auto insurance claims, ensuring timely and accurate handling
- Review and approve high-value or complex claims, providing expertise and decision-making support
- Ensure high levels of customer satisfaction by addressing escalated customer concerns and complaints
- Maintain effective communication with policyholders, claimants, and other stakeholders throughout the claims process
- Develop and implement training programs for new and existing claims adjusters to enhance their skills and knowledge
- Monitor and evaluate the performance of team members, providing coaching and development opportunities
- Ensure compliance with company policies, industry regulations, and legal requirements in all claims handling processes
- Conduct regular audits and quality assurance checks to maintain high standards of claims processing
- Track and analyze key performance indicators (KPIs) to measure team performance and identify areas for improvement
- Prepare and present reports on claims activity, team performance, and other relevant metrics to senior management
- Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness in claims handling
- Collaborate with other departments to streamline workflows and improve overall claims management
- Monitor reserves and expenses and implement cost-saving measures where appropriate
- Establish and maintain relationships with customers, external vendors, repair shops, and other partners involved in the claims process
- Assess and mitigate risks associated with auto claims, implementing strategies to minimize exposure and potential losses
- Stay updated on industry trends and emerging risks to proactively address potential challenges
General Liability Adjuster
Travelers Insurance
11.2019 - 12.2021
- Review and interpret coverage on general commercial policies and identify potential risk transfer opportunities for every loss as it may apply
- Investigate the loss, evaluate damages, reserve, and negotiate claims in accordance with Best Practices
- Strong dash management skills
- Able to recognize and utilize resources provided to aid in the investigation, assessment of value, and resolution of the claims presented
- Handle product liability claims, national accounts, and dedicated accounts as assigned
- Liaison for internal company pilot programs and new technologies introduced
Auto Liability Adjuster
Travelers Insurance
12.2015 - 11.2019
- Managed inbound auto claims from initiation to resolution
- Experienced in handling First Party Medical, Auto Liability, and Auto Damage claims
- Currently responsible for handling litigated claims, complex injuries, and claims involving attorney-represented claimants
- Conducted thorough investigations of loss, interviewed all relevant parties, evaluated collected evidence, assessed liability, and negotiated claim resolutions
- Interpreted and applied various coverages listed in auto policies to determine applicable coverages in different scenarios and jurisdictions
- Determined claim values, set and updated reserves throughout the claim lifecycle, and issued payments to resolve claims
- Provided exceptional customer service, ensuring claimants felt supported and informed throughout the claims process
- Demonstrated strong analytical skills to assess complex information, identify key issues, and make informed decisions
- Maintained a high level of attention to detail to ensure accuracy in claim documentation and processing
- Proven negotiation skills to reach fair settlements and resolve disputes efficiently
- Licensed in multiple states
Manager of Customer Accounts- West Coast
Kocher + Beck
03.2011 - 12.2015
- Managed a high-volume workload in a deadline-driven environment
- Processed an average of 150 order inquiries per week, consistently meeting performance benchmarks in speed, accuracy, and volume
- Applied technical, analytical, and mathematical skills to verify customer measurements, reduce production costs due to errors, and ensure correct specifications for customer tools and machinery
- Gained proficiency in Adobe Illustrator, Corel Draw, Visual, and AutoCAD software
- Contributed to the company achieving high customer service ratings, as determined by external auditors and customer surveys, earning 100% marks in communication skills, listening skills, problem resolution, and efficiency
- Received commendations for initiative, enthusiasm, and excellent customer focus in performance evaluations
Education
Master of Business Administration -
University of Phoenix
Kansas City, MO09.2012
Skills
- High energy and positive attitude
- Self-motivated and proactive
- Strong team player
- Highly accurate and detail-oriented
- Well-organized with a professional demeanor
- Capable of working independently with minimal supervision
- Effective under pressure and able to handle multiple demands
- Skilled in setting and managing priorities
- Excellent public speaking abilities
- Proven leadership skills
- Strong communication skills
- Bilingual in Spanish (written and spoken)
Timeline
Auto Unit manager
Travelers Insurance
01.2022 - Current
General Liability Adjuster
Travelers Insurance
11.2019 - 12.2021
Auto Liability Adjuster
Travelers Insurance
12.2015 - 11.2019
Manager of Customer Accounts- West Coast
Kocher + Beck
03.2011 - 12.2015
Master of Business Administration -
University of Phoenix
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