Shakeya Williams

• Review and manage new, complex, and reassigned claims to determine appropriate strategy, ensuring timely and compliant handling.
• Leverage advanced jurisdictional knowledge to evaluate coverage, mitigate risk, and guide accurate claim determinations.
• Analyze and approve reserve adjustments and settlement strategies to ensure sound financial and risk management.
• Analyzed complex claims to determine coverage and liability, ensuring compliance with industry regulations.
• Assess medical records, billing, and treatment plans to evaluate causation, injury severity, and cost reasonableness.
• Serve as a key liaison between claims administrators, defense counsel, in-house counsel, management, and cross-functional business units to facilitate efficient claim resolution.
• Provide oversight of claims administrators and vendors, ensuring adherence to best practices, regulatory requirements, and company standards.
• Conduct detailed interviews, validate incident facts, and ensure initial contact within 24 hours to maintain service level expectations.
• Manage high-volume inbound and outbound communications, resolving escalations and providing expert guidance on claims handling.
• Consistently achieve a high claim closure rate by proactively managing and reducing pending inventory.
• Mentor and train new team members, supporting onboarding and ongoing development within the first 90 days and beyond.
• Recognized by attorneys and clients for exceptional customer service, strong negotiation skills, and effective claims resolution.

• Managed a portfolio of commercial and personal auto bodily injury and total loss claims, including complex and high-exposure cases.
• Conducted thorough coverage analysis, interpreting both standard and non-standard policies to determine liability and claim applicability.
• Led end-to-end investigations by securing critical documentation, including Proof of Loss, public records, and Bills of Lading.
• Evaluated claims with exposures up to $1M and exercised settlement authority up to $50K to resolve cases efficiently.
• Analyzed claims ranging from minor soft tissue injuries to severe losses, including fractures, head injuries, nerve damage, and fatalities.
• Established and maintained accurate reserves throughout the claim lifecycle to ensure proper financial planning and risk management.
• Drafted coverage disclaimer and reservation of rights letters for carrier review, ensuring compliance with policy and regulatory standards.
• Acted as a liaison among claims administrators, defense counsel, in-house counsel, management, and business units to facilitate timely investigations and resolutions.
• Monitored third-party administrators and vendors to ensure adherence to claims handling guidelines and proactive file management.
• Negotiated settlements with attorneys and claimants on both represented and non-represented files, achieving fair and timely resolutions.
• Improved operational efficiency by increasing claim closure rates to over 100% within 30 days through effective inventory reduction strategies.
• Managed high-volume workloads, including inbound/outbound communications, daily task management, suspense items, and new loss reports.
• Provided responsive customer service by addressing inquiries and resolving issues related to claim files promptly.
• Demonstrated flexibility and leadership by supporting team needs and taking on responsibilities beyond assigned duties as required.
• Developed training materials for new staff, improving onboarding experience and retention rates.
• Collaborated with defense counsel to develop litigation strategies, prepare comprehensive case summaries, and ensure readiness for mediations and depositions.
• Managed litigation timelines, ensuring compliance with court-imposed deadlines for filings, discovery, and responses while maintaining adherence to procedural rules and regulations.

• Managed a high-volume caseload of 200–250 pending claims across a multi-state region for a dedicated Lyft account.
• Conducted prompt and thorough file reviews to ensure accurate, timely investigations and appropriate claim handling.
• Evaluated and assigned values to severe bodily injury claims, including complex, high-exposure losses.
• Handled claims with exposures up to $1M and exercised settlement authority up to $50K.
• Investigated and analyzed a wide spectrum of injuries, from minor soft tissue claims to severe cases, including fractures, head injuries, nerve damage, and fatalities.
• Negotiated fair and timely settlements on both attorney-represented and non-represented claims involving large-loss policies.
• Assessed liability and identified potential fraud indicators, referring cases to Special Investigations Unit (SIU) when appropriate.
• Ensured compliance with state-specific regulations by issuing required documentation and correspondence within mandated timelines.
• Consistently met and exceeded quality assurance metrics and performance standards.

Here’s a polished, leadership-focused version appropriate for a Senior Claims Representative / Team Lead role:

• Supported management of a team of 8 adjusters handling Bodily Injury, Total Loss, and Personal Liability claims.
• Acted as an escalation point for customer concerns, effectively resolving complaints and maintaining high service standards.
• Trained and mentored 8 adjusters on company policies, coverage analysis, and best practices in claims handling.
• Provided oversight on high-exposure claims exceeding adjuster authority, including approving settlements and establishing appropriate reserves.
• Evaluated and resolved moderate to complex bodily injury claims by monitoring ongoing medical treatment and reviewing Stowers demands.
• Assessed total loss claims and determined damage severity to support accurate and timely settlements.
• Led negotiations with attorneys and claimants, achieving fair and favorable outcomes across a range of claim types.
• Consistently met and exceeded quality assurance metrics and performance benchmarks.

If you’d like, I can now combine all your experience into one clean, ATS-optimized resume with a strong summary and skills section.

• Manage high-volume inbound and outbound communications.
• Consistently achieve a high claim closure rate by proactively managing and reducing pending inventory.
• Managed high-volume workloads, including inbound/outbound communications, daily task management, suspense items, and new loss reports..
• Managed a caseload of auto and/or property claims, ensuring timely and accurate handling from initial report through resolution.
• Conducted initial claim investigations by gathering facts, reviewing documentation, and verifying coverage and liability.
• Maintained regular contact with claimants, policyholders, and third parties to provide updates and ensure a positive customer experience.
• Reviewed police reports, photos, and other evidence to support claim decisions and determine appropriate next steps.
• Assisted in evaluating damages and preparing estimates for repairs or total loss determinations.
• Issued payments and processed claims in accordance with company guidelines and state regulations.
• Documented all claim activity thoroughly and maintained organized, up-to-date file records.
• Handled inbound and outbound calls to address questions and provide guidance on the claims process.
• Collaborated with senior adjusters and supervisors on more complex claims and escalations.
• Met or exceeded performance metrics related to quality, productivity, and customer service.
• Participated in ongoing training to build knowledge of claims handling procedures, coverage analysis, and regulatory requirements.

.