Hi, I’m
Saquanna Francis
Lexington,NC
Summary
Experienced investigator with a strong focus on organization and attention to detail. Drives efficiency, productivity, and profitability through continuous process improvement. Analyzes complex problems and develops innovative solutions. Dedicated to delivering results and contributing to the overall success of the organization.
Overview
13
years of professional experience
1
Certification
Work History
AllState
Liability Claims Adjuster
08.2023 - Current
Job overview
- Conducts comprehensive investigations of multi-vehicle auto accidents, gathering crucial information through recorded statements, review of police reports and examination of damage photos to establish liability for the loss
- Conduct in-depth research of policy details to determine the application of coverage and provide customers with clear expectations of their policy, coverages and the implications for their claim
- Negotiate claim settlements in accordance with business unit standards ensuring fair outcomes and satisfactory resolutions
- Prioritize incoming claims daily, balancing the needs of existing pending files to maintain timely and efficient claim handling
- Foster ongoing communication with internal and external customers, including agents, vendors and third parties, to ensure customer expectations are consistently met throughout the lifecycle of the claim
- Actively participate in daily meetings and trainings, utilizing audio and video platforms to stay informed and enhance professional development.
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
- Established rapport with policyholders through clear communication, empathy, and professionalism during difficult circumstances.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Prevented fraudulent activity by conducting thorough investigations into suspicious claims and involving appropriate authorities when necessary.
- Improved claim resolution times by efficiently managing a caseload of 75+ claims per month.
Amazon
Disability & Leave Services Claims Manager
06.2020 - 08.2023
Job overview
- Provided support to case management team by answering employee & agent calls & messages for leave of absence & accommodation assistance
- Processed leave & short-term disability claims including intake, PTO/Vacation time cash outs, extensions, cancellations, over payments, appeals etc
- Responsible for de-escalating irate callers & providing first contact resolution.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
FreshPoint
Class B Route Driver
04.2019 - 05.2019
Job overview
- Safely operated a 40 foot truck through city, mountain and rural routes
- Delivered and distributed refrigerated produce to local schools, hospitals and restaurants
- Maintained a clean and sanitary service cycle
- Obtained signatures and payments, or arranged for recipients to make payments
- Established strong relationships both internally and externally ensuring customer satisfaction and retention.
Prime Logistics Inc.
Class B CDL Driver
04.2018 - 02.2019
Job overview
- Obeyed all traffic laws and company set safety procedures
- Picked up and delivered loads often needed as soon as possible
- Hand load and unload freight
- Ensure freight is secured properly
- Communicated effectively by reporting delays and other traffic situations to dispatch
- Performed deliveries in heavily populated areas like NYC
- Drive safely across varying terrain and in all weather conditions
- 100% on time rating for entire time employed.
Kelly Services
CPU Chat Technical Support
06.2017 - 12.2017
Job overview
- Interacted with customers in response to inquiries, concerns, and requests about products and services
- Gathered customer/product information and determined the issue by analyzing the symptoms
- Diagnosed and resolved technical issues involving, internet connectivity, email, application downloads, and more
- Researched using available resources, including article database systems
- Completed required training to stay current with system information, changes, and updates
- Responsible for taking 2 customer chats, up to 3 during peak volumes
- Participated in frequent 1:1 video coaching sessions with leadership.
Enterprise Holdings
Insurance Replacement Specialist
09.2016 - 05.2017
Job overview
- Managed a high volume of rental insurance claims
- Worked directly with body shops, insurance adjusters & enterprise branches to ensure rentals are managed accordingly for payment via insurance
- Generated weekly reports via excel.
Time Warner Cable
Inbound Sales Rep
02.2014 - 06.2015
Job overview
- Managed high volume of phone calls and provide response to all maintaining high quality of services and performance standards
- Facilitated sales of all services according to company and client requirement
- Scheduled all customer appointments according to procedures and documents all customer transactions
- Performed all follow up for all outbound calls
- Ensured optimal level of client satisfaction at all times and process all orders on phone
- Analyzed the client's requirement after conversation with them and recommend products, plans or services that will match their needs
- Met and exceeded all monthly sales quotas.
Sprint Technical Support
Supervisor
02.2012 - 11.2013
Job overview
- Managed a team of 12+ agents
- Responsible for head count, attendance, customer satisfaction, willingness to recommend the company, call handle time, outbound, next call prevention, tool usage and sales
- Ensured that each agent was coached once a week based on customer satisfaction surveys, metrics, building rapport and overall call handling
- Required to de-escalate irate callers and ensure that all escalations are processed and handled with care.
Education
CDLT, Elizabethtown, KY
Class A CDL
01.2018
Bunn High School, Bunn, NC
Diploma
01.2011
Skills
- Liability Analysis
- Claims Investigation
- Mentoring abilities
- Microsoft Office
- Policy Interpretation
- Caseload Management
- Quality Control
- Task Prioritization
Certification
NC Adjuster License
Class A CDL
Timeline
Liability Claims Adjuster
AllState
08.2023 - Current
Disability & Leave Services Claims Manager
Amazon
06.2020 - 08.2023
Class B Route Driver
FreshPoint
04.2019 - 05.2019
Class B CDL Driver
Prime Logistics Inc.
04.2018 - 02.2019
CPU Chat Technical Support
Kelly Services
06.2017 - 12.2017
Insurance Replacement Specialist
Enterprise Holdings
09.2016 - 05.2017
Inbound Sales Rep
Time Warner Cable
02.2014 - 06.2015
Supervisor
Sprint Technical Support
02.2012 - 11.2013
CDLT
Class A CDL
Bunn High School
Diploma
NC Adjuster License
Class A CDL
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