Shannon Smyth
Indianapolis,IN
Summary
Versatile Office Manager with experience in both remote and in-office settings. Demonstrated ability to manage office operations, coordinate teams, and streamline processes across different work environments. Adept at utilizing technology for remote work and maintaining high productivity in a physical office. Known for strong organizational skills, effective communication, and a proactive approach to problem-solving.
Overview
17
17
years of professional experience
Work History
Office Manager/Receptionist
Wilkinson Roofing
01.2020 - 06.2024
- Virtual and On-Site Communication
- Project Coordination
- Digital and Physical File Management
- Scheduling and Calendar Management
- Data Entry and Record Keeping
- Invoice and Billing Management
- Proficiency in Job Nimbus
- Adaptability and Time Management
- Developed and implemented office procedures to improve efficiency and streamline workflows
- Resolved customer inquiries and complaints in a professional and timely manner, enhancing client satisfaction
- Ordered building materials for roofing projects
Injury Claim Associate
State Farm
02.2016 - 08.2019
- Determined coverage and liability for injury claims
- Partnered with claim specialists and collaborated with attorneys / paralegals to support claim process
- Managed claims in 15 US states
- Reviewed medical records and billing for Claims Specialist
- Delivered remarkable customer experience throughout the claim process by mitigating customer frustrations with active listening, strategic communication, and handling each situation appropriately.
Forecasting and Scheduling
State Farm
05.2014 - 02.2016
- Managed and reported on day-to-day scheduling, maintaining appropriate staffing despite absence requests
- Served as contact center resource on call paths / states, staffing, planning, and tools
- Supported leadership in communicating process modifications and other changes within claim environment
- Assisted with training approximately 200 claims employees on Forecasting & Scheduling tools and procedures.
Auto Claim Processor Trainer
State Farm
05.2012 - 05.2014
- Coached 100+ associates, providing support to improve technical skills and industry knowledge while continuing duties as auto claim processor
- Coordinated with management to determine professional development readiness of new associates
- Oversaw 5 training classes of 5 different groups consisting 30 to 40 in each class on how to handle claims
- Overcame training challenges by tailoring delivery to individual handlers, working on-on-one to address claim handling questions
- Served as resource for other claim units to provide answers to claim handling questions after the training sessions.
Auto Claim Processor
State Farm
08.2007 - 05.2012
- Provided customer support in high-call volume environment, reviewing and handling new auto claims, providing estimates, and preparing / submitting detailed claim documentation
- Communicated with team members, business partners, and external customers, handling claims involving single- and multi-vehicle losses
- Managed claims in Indiana and Michigan, partnering with claim specialists to ensure resolution
- Adhered to federal / state requirements, automotive repair methodology, and company processes and procedures.
Education
General coursework -
Purdue University
West Lafayette, INLegal Principles Claim Specialist -
American Educational Institute
Skills
- Customer Service
- Organizational Skills
- Office Administration
- Supply Management
- Data Entry
- Office Management
- Scheduling
- Billing
Timeline
Office Manager/Receptionist
Wilkinson Roofing
01.2020 - 06.2024
Injury Claim Associate
State Farm
02.2016 - 08.2019
Forecasting and Scheduling
State Farm
05.2014 - 02.2016
Auto Claim Processor Trainer
State Farm
05.2012 - 05.2014
Auto Claim Processor
State Farm
08.2007 - 05.2012
General coursework -
Purdue University
Legal Principles Claim Specialist -
American Educational Institute
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