Shanda Hickman
Conway,AR
Summary
Hardworking and dedicated individual with several years of experience working in many different areas in the insurance industry pursuing a new career in Underwriting. Expert at communicating and have a long history of developing lasting relationships with both agents and insureds. Looking to expand my knowledge and experience while also sharing my expertise with other colleagues.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Account Manager II
Cadence Insurance, A Gallagher Company
Little Rock, AR
04.2024 - Current
- Functions independently to inform and educate, answer questions, resolve issues, and make decisions regarding the need for the implementation of coverage and modifications to clients' coverages.
- Provides exceptional customer service for assigned accounts, including correspondence, communication, and meetings with customers, sales professionals, and insurance carriers.
- Independently, or in partnership with sales professional(s) and marketing, manages new/renewal business strategy, including the coordination of roles and the obtaining of information.
- Markets new and renewal business to appropriate carriers as needed or requested, including preparing complete marketing submissions to the marketing department.
- Maintains accurate and up-to-date data in the agency management system, according to agency workflows.
- Prepares summaries of insurance, schedules, and proposals as needed for account review, according to agency workflows.
- Verifies new and renewal policies for accuracy in rating, coverages, and other relevant information. Inputs transactions to generate billing invoices. Ensures that policies are delivered and/or mailed to clients in a timely manner.
- Coordinates clients' needs with the support team regarding the issuance of binders, certificates, and evidence of property.
- Pursues prompt client payment in coordination with the sales professional if applicable. Requests cancellations from the carrier, according to agency workflows.
- Develops strong, positive client relationships by being the point of contact for assigned clients, maintaining open lines of communication, and conducting face-to-face meetings as needed.
- Interacts with others effectively and professionally by utilizing good communication skills, cooperating purposefully, and providing information and guidance, as needed, to achieve the business goals of the agency.
- Maintains current knowledge of industry trends, new product information, legislation, coverages, and technology.
Senior Claims Specialist- Transportation- S&S
Crum & Forster
Conway, AR
03.2023 - 04.2024
- See previous claims adjuster roles.
- Comprehensive knowledge of the Motor Truck Cargo Policy and forms.
- Knowledge of use in JW File Handler.
- Built strong relationships with a new team of fellow adjusters, underwriters, agents, and insureds.
- Analyzed claim trends and patterns to identify potential fraud or abuse.
- Developed strategies to reduce the cost of claims processing.
- Provided technical assistance to junior staff members on complex claims issues.
- Performed statistical analysis to determine appropriate settlement amounts for each claim.
- Identified and resolved discrepancies between estimated costs and actual payments received from carriers.
- Monitored compliance with applicable laws, regulations, and policies related to insurance claims processing.
- Maintained an up-to-date knowledge of industry standards and best practices related to insurance claims processing.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
Claims Specialist- Commercial Lines- AMD
Crum & Forster
Conway, AR
01.2018 - 03.2023
- Receives claims assignments, verifies, and determines applicability of coverage according to the Commercial Business Auto Policy.
- Determines the method and extent of investigation for each claim, as required by company Best Practices.
- Contact all appropriate parties timely and obtain relevant claim information in order to properly investigate and handle to closure.
- Reviews and manages outstanding files, as assigned, for adequacy and timeliness of investigation, evaluation, and reserve, and maintains a timely diary for each case.
- Assigns and monitors independent adjusters to ensure adequate investigations, appraisals, and settlements.
- Reviews and processes all aspects of a total loss vehicle, including settlement, contacting lienholders, obtaining applicable total loss documents, and handling salvage.
- Evaluates and manages litigated claims. If needed, determines future course of handling and proper method of disposition.
- Consults with the claims manager on those claims in which assistance and consultation are needed, as well as on those claims that exceed assigned authority.
- Assesses recovery potential and is responsible for the development of information required to successfully pursue recovery.
- Accountable for the equitable and prompt adjustment and management of assigned claims to disposition in accordance with company Best Practices.
- Responsible for providing superior customer service to all agents, insureds, and others encountered during the claims handling process.
- Regularly use company systems and tools, such as Claims Assure and Lotus Notes.
Claims Specialist
Crum & Forster/AUIC-Personal/Property & Casualty
Conway, AR
01.2016 - 01.2022
- Investigate, negotiate, and settle personal auto and bodily injury claims
- Review policy to ensure proper coverage and compliance with state regulations and Best Practices
- Contact all appropriate parties timely and obtain relevant claim information in order to properly investigate and handle to closure
- Regularly use AS400, ImageRight, ISO, CCC and Copart
- Write detailed documentation and maintain open communication with repair shops
- Review estimates and issue repair payments accordingly
- Reviews and processes all aspects of a total loss vehicle including settlement, contacting lienholders, obtaining applicable total loss documents and handling salvage
- Thoroughly evaluate and analyze medical bills, records, and chart notes to determine bodily injury exposure
- Document accordingly
- Communicate, negotiate, and work with both plaintiff and defense attorneys in an effort to resolve claims fairly and timely
- Provide exceptional customer service to all agents, insureds, and claimants throughout the whole claim process
Operations Specialist
Crum & Forster
Conway, AR
01.2015 - 01.2016
- Ensure policy transactions are rated, booked, invoiced and issued accurately and meet the corporate time service standards
- These include: quotes, new business, renewals, endorsements, and cancellations
- Use ISO, Lotus Notes, as well as many other programs to research necessary information
- Use Image Right, Duck Creek, and Policy Decisions
- Print documents into the imaging system, page mark and label the documents appropriately adhering to the corporate protocols
- Rate new business quotes, renewal quotes, umbrellas, workers compensation, cancellations and endorsements for both monoline and package commercial lines insurance policies
- Track all quotes and endorsements for reporting purposes
- Book and issue policies
- Cancel and reinstate policies
- Utilize ISO and company filings to ensure proper rule, rate, and form compliance
- Time manage workloads to meet company service standard guidelines
- Communicate as needed with Operations Management, Underwriter Assistants, Underwriters, and Producers to gather information needed to process policies and resolve issues
Server
Cracker Barrel Old Country Store
Conway, AR
01.2006 - 01.2012
- Responsible for serving food to customers, assisting in food preparation, waste management, and flow charts on a daily basis
- Responsible for motivating the staff to meet company expectations on many different levels, including suggestive sales, marketing current promos, and superior customer service
Department Supervisor
Goody’s Family Clothing
Conway, AR
01.2006 - 01.2009
- Responsible for overseeing and directing the production of all department employees
- Responsible for providing effective customer service and sales support activities that ensure a positive shopping experience
- Promoted the company’s ability to most effectively meet sales and profit objectives
- Assisted management in ensuring service levels provided in Customer Service met or exceeded the standards established by the company
- Responsible for Human Resource duties such as assisting in the hiring and training of new employees
- Provided sales floor leadership and motivated others
Education
Bachelors of Professional Studies - Public Relations
Arkansas Tech University
Russellville, AR05-2015
Associate of Arts - General Education
University of Arkansas Community College at Morrilton
Morrilton, AR01.2012
Skills
- Microsoft Office
- Excel
- PowerPoint
- Outlook
- Word
- Insurance policy processing
- Customer service
- ISO
- ImageRight
- Client Relationship Management
- Claims Assure
- CBA
- JW File Handler
- Oral communication
- Written communication
- Math skills
- Time management
- Flexibility
- Adaptability
- Ability to work under pressure
- Project management
Licenses
- License, Adjuster, Arkansas Residential, 2017 to present Non-residential licensing in CT, DE, FL, KY, LA, NH, NC, NM, OK, RI, SC TX, VT, WV, WY
- License, Producer Arkansas Property & Casualty
Certification
- Certified Claims Professional- CCP- Casualty Claims, The CLM
- Certified Claims Professional- CCP- Transportation Claims, The CLM- Pending final
Honors and awards
- Sigma Alpha Lambda, National Leadership and Honors Organization, 01/01/14, present
- Arkansas Academic Challenge, 01/01/13
- Transfer Scholarship, University of Central Arkansas, 01/01/13
- Dean’s List, University of Central Arkansas, 01/01/13
- Phi Theta Kappa National Honor Society, University of Arkansas Community College at Morrilton, Morrilton, AR, 01/01/11
- Dean’s List, Arkansas Tech University, 01/01/14
References
References available upon request.
Timeline
Account Manager II
Cadence Insurance, A Gallagher Company
04.2024 - Current
Senior Claims Specialist- Transportation- S&S
Crum & Forster
03.2023 - 04.2024
Claims Specialist- Commercial Lines- AMD
Crum & Forster
01.2018 - 03.2023
Claims Specialist
Crum & Forster/AUIC-Personal/Property & Casualty
01.2016 - 01.2022
Operations Specialist
Crum & Forster
01.2015 - 01.2016
Server
Cracker Barrel Old Country Store
01.2006 - 01.2012
Department Supervisor
Goody’s Family Clothing
01.2006 - 01.2009
Bachelors of Professional Studies - Public Relations
Arkansas Tech University
Associate of Arts - General Education
University of Arkansas Community College at Morrilton
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