Shelbie Pavolini
Birmingham,AL
Summary
Dynamic supervisor with a focus on customer service excellence and staff development. Experienced in leading teams, implementing training programs, and improving employee engagement. Dedicated to achieving organizational goals through effective communication and strategic problem-solving.
Overview
8
8
years of professional experience
Work History
Commercial Express Supervisor
Kemper Insurance
Birmingham, AL
09.2023 - Current
- Oversaw daily operations, ensuring compliance with company policies and regulatory standards.
- Led a team of 3-12, providing mentorship and guidance to enhance performance and productivity.
- Analyzed performance metrics to identify trends, driving strategic decisions for resource allocation.
- Facilitated regular team meetings to foster communication, collaboration, and problem-solving initiatives.
- Managed conflict resolution within the team, promoting a positive work environment and employee satisfaction.
- Coordinated cross-departmental projects to align goals and optimize service delivery across teams.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed training programs to onboard new staff, improving knowledge retention and job readiness.
- Accomplished multiple tasks within established timeframes.
Commercial Express Adjuster
Kemper Insurance
Birmingham, AL
06.2022 - 09.2023
- Evaluated claims to determine coverage and liability under policy guidelines.
- Investigated complex claims by conducting interviews and gathering evidence.
- Documented findings and prepared detailed reports for management review.
- Trained junior adjusters on best practices for claims processing and investigation techniques.
- Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Contributed to team success by participating in regular training sessions, sharing best practices, and mentoring new adjusters.
- Examined claims forms and other records to determine insurance coverage.
- Increased overall productivity by managing a large caseload while maintaining strict attention to detail and accuracy in documentation.
- Participated in ongoing professional development opportunities to maintain current knowledge of insurance laws, regulations, and best practices within the field of claims adjustment.
- Reduced backlogs of pending claims using effective time-management strategies such as prioritizing tasks based on urgency or complexity levels.
- Enhanced client satisfaction by providing timely updates and effectively resolving claim disputes.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Personal Auto Express Adjuster
Kemper Insurance
Birmingham, AL
04.2022 - 06.2022
- Evaluated insurance claims to determine coverage and liability for property damage incidents.
- Conducted thorough investigations of claims, gathering evidence and documentation for accurate assessments.
- Developed clear communication strategies to convey claim decisions to policyholders effectively.
- Mentored junior adjusters on best practices in claims evaluation and customer service techniques.
- Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
- Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
- Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
- Managed catastrophe response efforts during natural disasters, ensuring prompt service to affected policyholders and efficient resource allocation within the team.
- Answered customer questions regarding deductibles.
First Notice of Loss (FNOL)
Kemper Auto Insurance
Birmingham, AL
04.2021 - 04.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Crew Member
Jacks Family Resturant
Hayden, AL
08.2018 - 04.2021
- Provided exceptional customer service, ensuring a positive dining experience for all guests.
- Operated kitchen equipment safely and efficiently to prepare food items according to restaurant standards.
- Collaborated with team members to maintain cleanliness and organization in workstations and dining areas.
- Assisted in training new crew members on operational procedures and best practices for service delivery.
- Managed inventory levels, restocking supplies as needed to minimize disruptions during peak hours.
- Monitored food quality and presentation, adhering to health regulations and company guidelines consistently.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
Education
High School Diploma -
Hayden High School
Hayden, AL05-2020
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Employee motivation
- Complex Problem-solving
- Staff development
- Public speaking
- Data analytics
- Coaching and mentoring
- Payroll processing
- Documentation and reporting
Timeline
Commercial Express Supervisor
Kemper Insurance
09.2023 - Current
Commercial Express Adjuster
Kemper Insurance
06.2022 - 09.2023
Personal Auto Express Adjuster
Kemper Insurance
04.2022 - 06.2022
First Notice of Loss (FNOL)
Kemper Auto Insurance
04.2021 - 04.2022
Crew Member
Jacks Family Resturant
08.2018 - 04.2021
High School Diploma -
Hayden High School
Adjuster License
Adjuster License in FL, TX, CT, DE, NH, OK, RI, VT, KY, NC