Sarah Terrell
Chesapeake,VA
Summary
Dynamic claims professional with extensive leadership experience in property claims, coaching, compliance, and operations. Recognized for fostering talent development, building trust within teams, and enhancing performance while consistently delivering outstanding member experiences. Boasting over 20 years in customer service and more than a decade in supervisory roles, skilled in managing operations, ensuring regulatory compliance, and spearheading continuous improvement initiatives. Committed to servant leadership and employee engagement, dedicated to empowering others to reach their full potential as high-performing professionals.
Overview
18
18
years of professional experience
Work History
Property Adjuster
USAA
Chesapeake, VA
11.2024 - Current
- Investigate claims by reviewing policy contracts to determine claim coverage based on the cause and facts of loss.
- Expedited claim processing times through diligent file management, including thorough documentation of claim notes, photographs, and correspondence.
- Partner with contractors, vendors, and members to resolve claims efficiently.
- Ensure excellence in service delivery by adhering to strict quality control measures during all aspects of the claim process.
- Coach and mentor fellow adjusters on coverages interpretations, estimating, documentation, and virtual inspection best practices.
- Support teammates with complex claim scenarios while fostering collaboration and continuous learning
- Build member trust through empathetic communication and sound claim decisions.
- Assist management in de-escalating claims to ensure a better member experience.
Associate Property Adjuster
USAA
Chesapeake, VA
07.2023 - 11.2024
- Earned Xactimate level I & II certifications and began pursuing the AINS designation
- Managed personal property claims up to $50,000 while consistently delivering excellent member service.
- Selected and served as team lead and surged for my team and others, all while exceeding my metrics.
- Promoted to Property Adjuster after demonstrating technical expertise and leadership potential.
Barista
Starbucks
Chesapeake
10.2021 - 07.2023
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of beverages according to company standards to ensure customer satisfaction
- Controlled line and crowd with quick, efficient service.
House Manager
Self
Virginia
05.2015 - 10.2021
- Created and managed a budget for a family of six
- Managed the day-to-day operation of home and ensured the schedule was followed
- Managed multiple schedules
Office Manager/ HACCP Controller
Leong Kuba Sea Products
San Diego, CA
10.2008 - 05.2015
- Oversaw office inventory activities ensure the office was stocked with all needed materials.
- Directed daily office operations and supported executive leadership.
- Developed and implemented FDA-compliant HACCP and SSOP programs.
- Led regulatory compliance efforts resulting in zero failed FDDA inspections or audits
- Supervised staff, improved processes, and coordinated cross-function operations
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NHCertificate - Administrative Assisting/Computer Applications
National Career Education
Fair Oaks, CA01-2005
Skills
- Operation coach for APA-to-PA pilot program
- Selected to serve as Pulse lead for CVA APA's with in the first six months of employment
- Served as Upskill PA Coach for new PA's for two cohorts to showcase how to handle a claim during the claim process
- Mentored adjusters across multiple teams on coverage analysis, estimating, documentation, and claims strategy
- Recognized as a dependable resources for complex claims handling and peer development
- Maintained a record of zero failed FDA audits or inspections while leading compliance initiatives as Office Manger /HACCP controller
Timeline
Property Adjuster
USAA
11.2024 - Current
Associate Property Adjuster
USAA
07.2023 - 11.2024
Barista
Starbucks
10.2021 - 07.2023
House Manager
Self
05.2015 - 10.2021
Office Manager/ HACCP Controller
Leong Kuba Sea Products
10.2008 - 05.2015
Certificate - Administrative Assisting/Computer Applications
National Career Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Core Competencies
- People leadership
- Claims operations
- Quality assurance
- Conflict resolution
- Performance coaching
- Operational excellence
- Regulatory compliance
- Cross-functional collaboration
- Xactimate
- Employee Development
- Process improvement
- Member experience
- Change management
- ClaimsX
Additional Experience
Starbucks Barista
House Manager
Business Office Director-Assisted living facility
Administrative Assistance/Customer Service-Assisted living facility