Shawna Allen
Aurora,CO
Summary
Friendly insurance professional experienced in investigating and processing insurance claims. Hardworking and communicative individual excels at interpreting policies and negotiating payment solutions.
Detail-oriented multi-talented professional with 20+ years of experience in customer service, insurance, training, public safety, medical communications, quality assurance, and leadership skills. Seeking a position with opportunities to grow and apply professional experience as a stellar go-getter. Goal-driven individual, motivated, and quick to learn and apply new tasks and procedures. To be a part of a team or work individually and be a strong asset for the company.
Overview
18
18
years of professional experience
Work History
Claims Specialist
Farmers Insurance Exchange
11.2021 - Current
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
TOTAL LOSS CLAIMS ADJUSTER
Travelers Insurance Company
03.2018 - 06.2021
- Participated in ongoing professional development opportunities to stay up-to-date on industry trends and best practices for total loss claims adjusting.
- Improved claims handling efficiency by maintaining organized records of all open and closed claims.
- Documented all investigation activity and presented reports to management.
- Implemented cost-saving strategies during negotiations with repair facilities, reducing overall expenses for the company.
- Upheld integrity of the claims process by consistently adhering to ethical guidelines and maintaining confidentiality when dealing with sensitive client information.
- Assisted in training new adjusters, sharing best practices for effective total loss claims management.
TELECOMMINICATOR II
City of Aurora
05.2013 - 06.2018
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Conducted regular quality assurance checks on recorded calls, identifying areas for improvement and providing constructive feedback to colleagues.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
TRAINER/QA ANALYST
City of Aurora
03.2017 - 10.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Developed effective training plans based on department needs and objectives.
LEAD AMBULANCE DISPATCHER
Rural Metro Ambulance
09.2011 - 09.2013
- Implemented new procedures for call-taking, leading to increased accuracy in gathering vital information from callers.
- Handled complex medical emergencies calmly and efficiently, often coordinating multiple responding units simultaneously.
- Provided exceptional customer service to callers in distress, offering reassurance while obtaining necessary information for emergency response teams.
- Participated in ongoing professional development courses to stay current on industry best practices and advancements in technology.
- Collaborated with other dispatchers to ensure seamless shift transitions and continuous coverage during peak periods.
- Continuously evaluated call trends and patterns, adjusting dispatch strategies as needed to optimize response times and patient outcomes.
PARAMEDIC DISPATCHER
Denver Health
06.2006 - 03.2010
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
Education
EMT Certificate - EMT-Basic
Community College of Aurora
Aurora, CO08.2010
Medical Assistant - Medical Assisting
Concorde Career College - Aurora
Aurora, CO10.2005
High School Diploma -
Colorado State High School
Aurora, CO07.2002
Skills
- Claims
- Claims Processing
- Claims Investigation
- Verbal Communication
- Microsoft Office
- Claims analysis
- Estimate Preparation
- Critical Thinking
- Customer Service
- Attention to Detail
- Large-Sum Computations
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Claims Specialist
Farmers Insurance Exchange
11.2021 - Current
TOTAL LOSS CLAIMS ADJUSTER
Travelers Insurance Company
03.2018 - 06.2021
TRAINER/QA ANALYST
City of Aurora
03.2017 - 10.2017
TELECOMMINICATOR II
City of Aurora
05.2013 - 06.2018
LEAD AMBULANCE DISPATCHER
Rural Metro Ambulance
09.2011 - 09.2013
PARAMEDIC DISPATCHER
Denver Health
06.2006 - 03.2010
EMT Certificate - EMT-Basic
Community College of Aurora
Medical Assistant - Medical Assisting
Concorde Career College - Aurora
High School Diploma -
Colorado State High School
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