Roxy Dermendjian

• Manage high-value property and liability matters, serving as the primary client contact while ensuring consistent communication, service quality, and timely case progression
• Provide proactive case updates and strategic guidance to clients throughout the claim lifecycle, ensuring transparency and effective resolution management
• Lead strategic negotiations with carriers, adjusters, engineers, and vendors to provide favorable resolutions and accurate outcomes
• Prepare demand packages, valuation analyses, and settlement strategies to support dispute resolution and recovery objectives
• Collaborate with our attorney on case strategy, coverage analysis, negotiation, and litigation bound matters
• Analyze complex documentation, estimates, policy language, and supporting materials to identify discrepancies and develop resolution strategies
• Utilize Salesforce CRM and internal systems to maintain accurate client records, track case activity, and support workflow management
• Mentor junior staff on client communication, negotiation support, documentation practices, and operational processes

• Managed and supervised a team of 7 case managers responsible for client service delivery, case coordination, and negotiation support
• Led team meetings, training initiatives, and workflow planning to improve service consistency, operational efficiency, and client experience
• Developed Salesforce CRM tracking processes to monitor client activity, workload distribution, case status, and performance metrics
• Partnered with attorneys and clients to align on case strategy, priorities, and service expectations while supporting complex client matters
• Reviewed client files, documentation, and financial analyses to ensure accuracy, completeness, and readiness for negotiation and resolution
• Coached junior team members on client communication, negotiation preparation, documentation standards, and professional service practices

• Managed residential property claim matters by coordinating communication between clients, adjusters, and internal teams to support timely case progression
• Reviewed insurance estimates, documentation, and claim records to identify missing information, scope discrepancies, and potential valuation issues
• Maintained accurate client records and case documentation using internal systems to support organized workflow management
• Coordinated client updates, documentation requests, and internal follow-up to ensure consistent service delivery
• Assisted with preparation of case files, supporting documentation, and materials for negotiation and resolution discussions
• Developed foundational experience in client relationship management, claims analysis, and structured case management processes

• Monitored digital client channels, including Facebook and X (Twitter), to identify customer inquiries, complaints, emerging issues, and service trends requiring attention
• Managed high-volume client communications, providing timely responses and coordinating escalations to appropriate internal teams for resolution
• Documented client interactions and service activity using Salesforce CRM and internal platforms to maintain accurate records and support workflow tracking
• Partnered with marketing, compliance, and service teams to ensure communications aligned with regulatory requirements, brand standards, and client service expectations
• Supported escalation management and reputation monitoring efforts to address sensitive client concerns and maintain a positive customer experience
• Ensured all digital communications followed compliance guidelines, confidentiality standards, and established service protocols