Shantelle Boatman-Williams
San Antonio,TX
Summary
Results-driven claims professional with over 15 years of experience specializing in auto and bodily injury claims. Recipient of the Allstate Golden Compass Award for operational excellence. Proven track record of managing complex investigations, driving file resolution, and maintaining elite customer satisfaction ratings.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Bodily Injury Claims Specialist
Branch Financial, Inc
San Antonio, TX
01.2025 - Current
- Reviewed and assessed claim files, identifying inconsistencies and recommending appropriate resolutions.
- Analyzed bodily injury claims to ensure compliance with company policies and regulatory standards.
- Collaborated with medical professionals to obtain necessary documentation for claim evaluations.
- Reduced company exposure to potential lawsuits by identifying potential fraud and adhering to legal guidelines during claim handling.
- Continuously improved job performance by attending training sessions and seeking feedback from supervisors regularly.
- Referred extreme cases to Special Investigation Unit (SIU) for further review.
Claims Product & Operations Specialist
Branch Financial, Inc
San Antonio, TX
05.2024 - 01.2025
- Developed comprehensive training materials, increasing team proficiency in product operations procedures.
- Managed mail and operational tasks to ensure timely delivery and accurate reporting of task completion.
- Led the way in the completion of multiple projects crucial to maintaining Branch's bottom line for Claims Team Operations.
- Assisted in developing standard operating procedures, ensuring consistency and accuracy across product operations.
- Improved customer satisfaction by promptly identifying and resolving product-related issues.
- Streamlined operational workflows by implementing process improvements and best practices.
Auto Claims Specialist
Branch Financial, Inc
San Antonio, TX
05.2023 - 05.2024
- Settled complex claims fairly by applying critical thinking, and detailed knowledge of insurance policies.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Reviewed claims documents to verify required information and secure any missing data for settlements.
- Demonstrated adaptability by successfully managing a diverse range of claim types.
- Evaluated damage assessments and determined liability based on thorough investigations and documentation review.
- Managed claims processes from initial reporting to final resolution, ensuring compliance with company policies.
Complex Liability Adjuster
Root Insurance Company
San Antonio, TX
03.2021 - 04.2023
- Documenting all findings, correspondence, evidence and actions to maintain a proper claims timeline.
- Conducted thorough investigations to assess liability and determine applicable coverage.
- Mentored junior adjusters on best practices in claims management and claims handling.
Liability Determination Adjuster
Allstate Insurance Company
San Antonio, TX
07.2018 - 02.2021
- Developed claim handler analysis to reinforce liability decisions and facilitate defense in subrogation/arbitration.
- Collected and organized evidence for loss investigations, including police reports, light sequences, and photographs.
- Managed high volume of complex claims effectively by prioritizing tasks and demonstrating excellent organizational skills.
Rental Coordinator
Allstate Insurance Company
San Antonio, TX
08.2014 - 07.2018
- Monitored vehicle repair timelines by partnering with claims adjusters and body shops; evaluated shop supplements and parts delays to approve or deny rental extensions based on "reasonable repair time" guidelines.
- Executed rental termination timelines post-total loss settlements, ensuring compliance with state regulations and company guidelines.
- Managed inventory levels to ensure vehicle availability and improve customer satisfaction during rental periods.
Education
High School Diploma -
James Madison High School
San Antonio, TX01-2005
Skills
- Claims investigation
- Settlement negotiation
- Policy interpretation
- Injury evaluation
- Medical records analysis
- Critical thinking
- Decision-making
- Problem-solving
- Attention to detail
- Negotiation techniques
Accomplishments
- Achieved 53% NPS score in 2023 and 100% NPS score in 2024 with Branch.
- Recipient of the Allstate Insurance Claims Golden Compass Award in 2019.
Certification
- Property & Casualty Licenses
- Adjuster - CT, DE, FL, GA, KY, LA, NH, NM, NC, OK, RI, SC, TX
- Licensed since May 2013
Languages
English
Allstate Golden Compass Award 2019
Awarded to top performing Claims representatives for maintaining
Awards
2019 Allstate Golden Compass Award Recipient
2021 Allstate Be The One Customer Service Award
Timeline
Bodily Injury Claims Specialist
Branch Financial, Inc
01.2025 - Current
Claims Product & Operations Specialist
Branch Financial, Inc
05.2024 - 01.2025
Auto Claims Specialist
Branch Financial, Inc
05.2023 - 05.2024
Complex Liability Adjuster
Root Insurance Company
03.2021 - 04.2023
Liability Determination Adjuster
Allstate Insurance Company
07.2018 - 02.2021
Rental Coordinator
Allstate Insurance Company
08.2014 - 07.2018
High School Diploma -
James Madison High School