Shaquitla Laster
Tampa,Fl
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service.
Overview
18
18
years of professional experience
Work History
Resolution Manager
Gallagher Bassett Services Inc.
2022.02 - Current
- Reviewed questionable claims by conducting agent and claimant interviews
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Documented all investigation activity and presented reports to management.
Property Desk Adjuster
Wardlaw
2021.09 - 2021.11
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Analyzed information gathered by investigation and report findings and recommendations.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Prepared sketch of floor plan and roofline and entered data into Xact to develop line-by-line item costs of damages.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
Claims Adjuster
USAA
2015.10 - 2020.09
- Reviewed police reports, and physical property damage to determine extent of liability.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Answered customer questions regarding deductibles.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Examined claims forms and other records to determine insurance coverage.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
Licensed Insurance Agent
USAA
2013.02 - 2015.10
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims
- Followed up on potentially fraudulent claims initiated by claims representatives
- Reviewed new files to determine current status of injury claim and to develop a plan of action
- Answered questions posed by insured and attorneys.
- Answered customer questions regarding deductibles.
- Calculated quotes and educated potential clients on insurance options.
- Responded to customer calls swiftly to resolve issues and answer questions.
Preschool Teacher
New Beginnigz Learning Academy
2011.04 - 2013.01
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Applied play-based strategies to provide diverse approaches to learning.
- Organized and supervised large and small group activities.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
- Created safe and nurturing learning environment for preschoolers.
Preschool Teacher
Bible Based Childcare Facility
2009.03 - 2011.01
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Applied play-based strategies to provide diverse approaches to learning.
- Organized and supervised large and small group activities.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Addressed behavioral and learning issues with parents and daycare management.
Licensed Health Insurance Agent
Humana
2005.08 - 2007.07
- Finalized sales and collected necessary deposits.
- Collected all premiums on or before effective date of coverage.
- Contributed ideas and offered constructive feedback at weekly sales and training meetings
- Promoted ancillary products to existing and new clients each month.
- Addressed an average of 100 customer inquiries and complaints each week
- Followed up with customers on unresolved issues.
- Addressed behavioral and learning issues with parents.
- Engaged with children on an individual basis in a pleasant manner.
- Managed an in-home daycare with infants, toddlers and preschoolers and school-aged children
- Maintained accurate and detailed records, including staff and child files on enrollments, attendance, health and safety, emergency contact information and incident reports
- Developed, designed, and implemented indoor and outdoor activities and educational lessons
- Fostered effective, ongoing communication with parents by providing verbal reports and written notes on children's daily activities
- Communicated with parents through enrollment, tours, newsletters, conferences and direct personal communication
- Implemented curriculum.
- Encouraged curiosity, exploration and problem-solving appropriate to children's development levels
- Communicated with children in developmentally appropriate way.
- Incorporated music and play into developmentally appropriate activities
- Maintained a safe play environment by emphasizing and maintaining cleanliness and organization
- Identified signs of potential emotional or developmental concerns in children and brought them to parents' or guardians' attention
- Communicated openly with children's parents about daily activities and behaviors
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations
- Answered inbound calls from existing and future policyholders to
- Answer inquiries and discuss insurance options
- Explained features, disadvantages and advantages of policies to promote insurance sales
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Calculated premiums and established payment methods for sales.
- Remained impartial in order to advise clients based on circumstances.
Education
Bachelor of Science - Cybersecurity
Western Governors University
Salt Lake City, UT01.2025
Certified Coach - Certified Professional Coach
IPEC
Tampa, FL12.2020
MBA - Business Administration
University of Phoenix
Tampa, Florida05.2016
Bachelor of Science - Business Management
University of Phoenix
Tampa, FL10.2014
Skills
- Time management
- Detail-oriented
- Organized
- Insurance Policy Coverage Knowledge
- Personal, casualty and property loss
- Highly motivated
- Microsoft Word
- Administrative background
- Policy Investigations
- Hail and wind damage specialist
- Valuation Knowledge
- Client Resolution
Timeline
Resolution Manager
Gallagher Bassett Services Inc.
2022.02 - Current
Property Desk Adjuster
Wardlaw
2021.09 - 2021.11
Claims Adjuster
USAA
2015.10 - 2020.09
Licensed Insurance Agent
USAA
2013.02 - 2015.10
Preschool Teacher
New Beginnigz Learning Academy
2011.04 - 2013.01
Preschool Teacher
Bible Based Childcare Facility
2009.03 - 2011.01
Licensed Health Insurance Agent
Humana
2005.08 - 2007.07
Bachelor of Science - Cybersecurity
Western Governors University
Certified Coach - Certified Professional Coach
IPEC
MBA - Business Administration
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
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