SHALEE DUNN
Garland
Summary
Versatile professional experienced in overseeing and coordinating organizational operations across multiple departments. Well-versed in process optimization, performance management, and team coordination. Adept at developing and implementing strategies to improve efficiency, reduce costs and increase profitability. A motivated, collaborative leader with excellent problem-solving, communication and interpersonal skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims Adjuster
Allstate
01.2024 - Current
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
Behavior Specialist
Fort Behavioral Health
06.2023 - 10.2023
- Conducted functional assessments to determine the root cause of behavioral issues
- Monitored the effectiveness of behavior modification plans over time
- Implemented teaching procedures using evidence-based practices and science-backed strategies of applied behavior analysis
- Managed inappropriate behaviors through behavior intervention plans and support from clinical team
- Encouraged family involvement in developing an individualized behavior plan that meets their needs
- Maintained accurate records of client's progress towards goals and objectives
- Identified potential risks associated with behavioral interventions and took appropriate steps to mitigate them
- Provided assistance and information to parents and made referrals to appropriate community resources and public assistance agencies
Claims Adjuster
FFAM 360
07.2020 - 05.2023
- Communicated regularly with claimants via phone calls, emails or letters regarding status updates or additional documentation requests
- Analyzed, evaluated and processed insurance claims to determine coverage, liability and damages in accordance with policy terms and state regulations
- Handled difficult conversations professionally while maintaining composure during high-stress situations
- Managed caseloads efficiently while meeting tight deadlines without compromising quality standards
- Utilized various computer software programs and databases to complete claims analysis
Team Lead Supervisor
Dovenmuehle
01.2019 - 01.2023
- Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement
- Reported staff progress, deficiencies, and training needed to management
- Resolved problems and escalated high-level issues to supervisor within established timeframes
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks
- Managed scheduling of tasks within the team, demonstrating time management prowess and prioritization acumen
- Collaborated with functional groups and leadership to evaluate, prioritize, plan, and execute new projects
- Assisted management in assessing internal staffing, deployment, and training needs, recommending enhancements and changes as appropriate
Customer Service Team Lead
BMO Harris Bank
09.2015 - 01.2019
- Managed daily workflow of customer inquiries and requests by delegating tasks appropriately among team members
- Monitored team performance against established customer service standards
- Ensured compliance with company policies regarding customer service operations
- Provided guidance and mentoring to junior staff members on professional growth opportunities
- Assisted with the development of department goals, objectives, and budgets
- Conducted quality assurance reviews on customer interactions handled by team members
Assistant Healthcare Administrator
Optimum Home Healthcare
01.2015 - 09.2015
- Analyzed operational data to identify areas of improvement in workflow processes
- Ensured compliance with federal, state and local regulatory requirements related to healthcare administration
- Developed and implemented patient care protocols in collaboration with healthcare providers
- Facilitated communication between physicians, nurses, patients, families and other stakeholders
- Created and maintained accurate medical records for patients
Call Center Customer Service Representative
We Energies
01.2014 - 08.2015
- Proficiently handled escalated customer calls with patience, tact, and diplomacy
- Greeted customers, answered inquiries, and resolved customer complaints in a call center environment
- Exhibited strong communication skills to effectively convey information to customers via phone or email
- Applied knowledge of products and services offered to provide customized solutions that meet customers' needs
- Demonstrated proficiency in providing excellent customer service, resolving customer inquiries and complaints, and maintaining a professional demeanor
- Documented customer interactions and complaints in a customer relationship management system
Education
Bachelor of Science - Cybersecurity
University of Phoenix
Tempe, AZ06-2028
High School Diploma -
Wauwatosa West High School
Wauwatosa, WI01.2011
Skills
- Lead generation
- Training delivery
- Microsoft Office
- Active listening
- Key accounts and territory management
- Issue and conflict resolution
- Systems and automation applications
- Contract development and management
- Processes and procedures
- Goal-oriented
- Key Performance Indicators (KPI)
- Quality Control
- Profit and Loss Reporting
- Claims processing
Certification
Claims Adjustor, American Adjustor Academy, 01/01/23
Timeline
Claims Adjuster
Allstate
01.2024 - Current
Behavior Specialist
Fort Behavioral Health
06.2023 - 10.2023
Claims Adjuster
FFAM 360
07.2020 - 05.2023
Team Lead Supervisor
Dovenmuehle
01.2019 - 01.2023
Customer Service Team Lead
BMO Harris Bank
09.2015 - 01.2019
Assistant Healthcare Administrator
Optimum Home Healthcare
01.2015 - 09.2015
Call Center Customer Service Representative
We Energies
01.2014 - 08.2015
Bachelor of Science - Cybersecurity
University of Phoenix
High School Diploma -
Wauwatosa West High School
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