Shaquila Hollins
Semmes,AL
Summary
Results-driven professional with comprehensive experience in handling property claims. Excels at managing multifaceted projects in fast paced environments that demands superior organization, customer service and interpersonal skills. Strong team player, known for adaptability and reliability under changing conditions. Skilled in communication, negotiation, and conflict resolution, with focus on delivering optimal outcomes with 15 + years of customer services experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Property Claims Adjuster
Wardlaw
Remote -Work From Home
05.2022 - 06.2023
- Investigating the nature of the damage being claimed by claimant.
- Interviewing witness to understand the nature of the claim and gaining an understanding of what occurred prior.
- Creating detailed reports of the damages related to claims.
- Researching the cost of repairs and getting multiple appraisals before rewarding the claim.
- Reviewing the claimant’s insurance policy to determine what should be covered.
- Coordinating the services needed with contractors to ensure the damage is repaired completely.
- Negotiating claims settlements with claimants and other legal teams.
- Obtaining official reports and comparing claim information with evidence.
- Maintaining expected caseloads with excellent customer etiquette.
- Responding to clients’ questions and emails in a timely frame.
- Reviewing and analyzing suspicious and potentially fraudulent insurance claims.
- Following jurisdictional requirements and fair claims practicing by ensuing all laws and regulation standards are meet.
- Evaluated property damage claims to determine coverage and settlement amounts.
- Advised others on legal and regulatory compliance matters.
- Scoped and photographed properties for defects and damage.
- Developed effective techniques to mitigate losses.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Conducted thorough investigations, including interviews and inspections, to gather evidence for claims.
- Collaborated with contractors and service providers to assess repair estimates and timelines.
- Mentored junior adjusters on claim processing best practices and compliance standards.
- Streamlined claim review processes, enhancing efficiency and reducing turnaround time.
- Implemented new software tools for tracking claims, improving data accuracy and reporting capabilities.
- Developed training materials to enhance team knowledge on policy changes and regulations.
- Enhanced customer satisfaction with prompt communication and consistent follow-up on claim status updates.
- Achieved timely resolution of property claims by investigating, evaluating, and settling a variety of cases.
- Coordinated with other departments as needed to support claim resolution efforts, including working closely with underwriting teams to address policy-related questions or concerns.
- Negotiated claim settlements and recommended litigation when claims could not be settled.
- Expedited claim resolutions by working closely with legal teams when necessary to resolve disputed cases or potential litigation issues.
Auto Claims Adjuster
CNC Catastrophe Center
Mobile Al - Remote Work From Home
01.2021 - 05.2022
- Communicating with insureds, claimants, claimants’ carriers, body shop, and contractors to provide a status of a claim, adjusting or making corrections to claims estimate.
- Negotiating pricing agreements and convey any other pertinent information to bring claim to a closing.
- Mentored junior adjusters on best practices for claims evaluation and negotiation.
- Evaluated damage assessments and documentation for accuracy and completeness.
- Resolved complex claims disputes through effective negotiation strategies with stakeholders.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Issued payouts to claimants.
- Contributed to continuous improvement initiatives within the department by sharing insights gained from personal experience and ongoing professional development activities.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
- Improved departmental workflow by implementing best practices in claims handling procedures, leading to more accurate assessments and quicker resolutions.
- Managed a high volume caseload without sacrificing quality or timeliness in delivering resolutions to clients'' auto accident-related issues.
- Maintained strong relationships with key stakeholders such as adjusters, agents, repair facilities, medical providers, and legal representatives for seamless collaboration throughout the claims process.
- Ensured regulatory compliance in all aspects of the auto claims process by staying up-to-date on industry laws and regulations.
- Examined photographs and surveillance and any other documents relating to claims.
- Negotiated settlements with claimants and repair facilities to control costs while maintaining high levels of customer satisfaction.
- Enhanced customer satisfaction by providing empathetic and clear communication throughout claims process.
- Resolved complex claims efficiently, leveraging extensive knowledge of auto insurance policies and coverage.
- Managed portfolio of claims from initiation to closure, ensuring all customer interactions were handled professionally.
- Reduced disputes and appeals by establishing clear, transparent criteria for claims evaluation.
- Handling calls from phone queue and providing claim assistance.
- Establishing and maintaining accuracy loss cost estimates for each claim and reporting financial records.
- Investigating and processing claims filed by policyholders.
- Obtaining official reports and comparing claim information with evidence.
- Maintaining expected caseloads with excellent customer etiquette.
- Analyzed auto claims to determine liability and settlement amounts.
- Coordinated with repair shops and claimants to expedite claim processing.
Senior Customer Services Associate
Imagen Brands
Mobile, AL
05.2015 - 11.2020
- Preparing monthly close-out and financial reports, processing invoices thorough Avid for payment, collecting rent, fees, and other payments.
- Filing dispositions thorough OPI Rent, OneSite, track, and report on all financial workings of the community.
- Processing applicants’ applications through the website, uploading required documents into Valence docs.
- Processing payroll through ADP.
- Utilizing different marketing techniques that increase overall occupancy.
- Led customer service initiatives to enhance overall client satisfaction and loyalty.
- Mentored junior associates, fostering team development and knowledge sharing.
- Preparing notices, renewals, balance due letters, collections, performing move out inspections, and reconciling move out security deposits.
- Managed complex customer issues, applying problem-solving skills to enhance service delivery.
- Trained new team members on customer service protocols and internal systems for improved performance.
- Collaborated with cross-functional teams to address customer feedback and implement service improvements.
- Developed training materials that enhanced staff knowledge of product offerings and service standards.
- Analyzed customer interaction data to identify trends, driving strategic adjustments in service approaches.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Streamlined complaint resolution processes, reducing response time and improving efficiency.
Underwriter
Infinity Solutions
Mobile, AL
02.2011 - 03.2015
- Evaluated risk factors and creditworthiness for diverse insurance applications
- Analyzed financial data to determine policy eligibility and coverage limits
- Collaborated with agents to clarify underwriting guidelines and address client inquiries
- Implemented process improvements to enhance efficiency in risk assessment procedures
- Evaluated credit applications to determine risk and compliance with lending policies.
- Analyzed financial statements and credit reports to assess borrower eligibility.
- Collaborated with loan officers to gather necessary documentation for underwriting decisions.
- Trained junior underwriters on best practices and regulatory requirements in credit assessment.
- Developed and implemented underwriting guidelines to enhance risk management procedures.
- Reviewed complex loan files, ensuring accuracy and adherence to company standards.
- Continuously improved personal productivity through ongoing training sessions and staying updated on industry best practices.
- Worked closely with other departments such as legal, collections, and customer service teams to address any issues arising from approved loans efficiently.
- Collaborated with loan officers and sales teams for seamless communication during the application process.
- Upheld strict adherence to confidentiality policies when handling sensitive client information, preserving trust within the organization.
- Streamlined internal processes by developing and implementing standardized underwriting procedures and checklists.
- Increased client satisfaction by providing personalized recommendations based on individual financial situations.
- Maintained up-to-date knowledge of market trends, allowing for informed decision making in evaluating applications.
- Reduced risk exposure through diligent evaluation of applicants'' creditworthiness and recommending appropriate credit limits.
- Improved loan approval rates by meticulously analyzing credit data and financial statements.
- Participated in client meetings to discuss financial analysis and investment strategies.
Order Filler
Ace Hardware Distribution Center
Loxley, AL
03.2009 - 05.2010
- Operated forklifts and pallet jacks to efficiently transport inventory within warehouse.
- Picked and packed orders accurately, ensuring timely delivery to customers.
- Maintained cleanliness and organization of work area to comply with safety standards.
- Collaborated with team members to streamline order fulfillment processes.
- Pack and label products accurately for efficient order fulfillment.
- Operate packing machinery to optimize workflow and maintain safety standards.
- Inspect incoming materials for quality and report discrepancies promptly.
- Collaborate with team members to meet daily production goals consistently.
- Maintain clean and organized workstations to ensure operational efficiency.
- Implement process improvements to enhance packing speed and accuracy.
- Monitor inventory levels, restocking supplies as needed to prevent delays.
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
- Learned and followed warehouse safety protocols to prevent injuries and accidents.
- Packed, weighed and shipped items per customer specifications.
- Operated tape machines, scales and label printers to package items correctly.
- Reduced damaged items rate by ensuring proper packaging and securing materials within boxes.
- Increased order accuracy by meticulously following picking lists and double-checking packed items.
- Loaded and unloaded trucks with products and packaging materials for delivery to and from facility.
- Added packed boxes to conveyor belts for movement to shipping stations.
- Placed, tagged, and secured merchandise in diverse designated areas.
- Loaded merchandise into specific packages suited for product dimensions.
- Demonstrated flexibility during peak seasons by working extended hours or weekends when necessary.
- Organized items on racks, shelves and bins to maintain established order.
- Restocked products and rotated items according to standard procedures.
- Adapted quickly to new technologies introduced into the workplace, enhancing overall productivity levels.
- Minimized product loss by reporting any damaged or missing items immediately upon discovery.
- Assisted in inventory control measures, conducting regular counts for stock accuracy.
- Improved workplace morale through consistent punctuality, strong work ethic, and a team-oriented mindset.
- Actively participated in ongoing training sessions offered by the company to enhance skills and knowledge base.
- Picked and packed order items.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Followed orders precisely for correct items, sizes and quantities.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
Customer Service Representative
West
Mobile, AL
04.2007 - 02.2009
- Provided exceptional customer support by resolving inquiries and issues via phone and email.
- Utilized CRM software to track customer interactions and ensure follow-up on outstanding requests.
- Adapted to changing procedures and systems, enhancing overall call handling efficiency.
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Maintained detailed records of customer interactions using CRM software to ensure follow-up actions.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented customer interactions in CRM system for tracking and follow-up purposes.
- Trained new hires on call handling techniques and customer service best practices.
- Conducted quality assurance reviews of calls to ensure adherence to company standards.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Streamlined call center operations by implementing efficient processes and procedures.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Resolved customer inquiries efficiently through multiple communication channels, ensuring high satisfaction levels.
- Maintained comprehensive knowledge of products and services to provide accurate information to customers.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Baldwin County High School
Skills
- Analytical thinking, planning
- Strong communication
- Accuracy and attention to details
- Organization and prioritization
- Problem solving
- Xactimate, Nextgen, CC1 and Audatex
- Interpersonal Skills
- Negotiation
- Policy Knowledge
- Reliability & Flexibility
- Account Receivable & Payroll
- Claims processing
- Excellent people skills
- Excellent time management skills
- Estimating repair costs
- Analytical-minded
- Personal accountability
- Critical thinking
- Insurance regulations
- Insurance policy knowledge
- Decision-making
- Policy investigations
- Fraudulent claims investigation
- CCC reports
- Report and records review
- Payment processing
- Claims adjustment
- Accident scene investigations
- Regulatory compliance
- Problem-solving
- Multitasking Abilities
- Multitasking
- Problem-solving abilities
- Computer skills
- Organizational skills
- Team leadership
- Decision-making skills
Certification
- State Farm Auto Adjuster Certification License
- Alabama 3001701761
- Connecticut 20171309
- Florida W827314
- Georgia 3494781
- Michigan 20171309
- Minnesota 40815511
- Mississippi 10871313
- North Carolina 20171309
- Oklahoma 3002434536
- South Carolina 20171309
- Texas 2796247
Timeline
Property Claims Adjuster
Wardlaw
05.2022 - 06.2023
Auto Claims Adjuster
CNC Catastrophe Center
01.2021 - 05.2022
Senior Customer Services Associate
Imagen Brands
05.2015 - 11.2020
Underwriter
Infinity Solutions
02.2011 - 03.2015
Order Filler
Ace Hardware Distribution Center
03.2009 - 05.2010
Customer Service Representative
West
04.2007 - 02.2009
High School Diploma -
Baldwin County High School