SHELLANDA HENDERSON

• Received, documented and dispatched new losses when received.
• Verified coverage for Water mitigation, Mold Remediation, Fire Mitigation, Contents/Textiles restoration and Residential Reconstruction.
• Addressed and resolved potential coverage concerns.
• Provided any required updates on XactAnalysis either with notes and/or time stamping.
• Complete estimate packages that would be submitted with via XactAnalysis to various vendors.
• Would review guidelines applicable dependent on carrier and apply the estimating best practices outlined. Including submitting necessary flooring samples to ITEL for analysis.
• Discuss and assist insureds with claims process. From beginning of mitigation to post reconstruction.
• Finalized, negotiated claims from start to finish, while meeting 100% metrics.

• Investigated coverage for commercial policies, for the date of loss, while looking for SIU indicators.

• Processed valuations through The CCC portal to calculate the total loss settlement.

• Sent Copart and IAA assignments to pick up salvage vehicles.

• Obtained lien releases, titles and power of attorney documents.

• Reviewed files prior to payments being made to avoid over paying claim.

• Issued payments based on total loss settlement calculations

• Notified the DMV, the vehicle will have a branded title.

• Maintained 100% quality to accurately move files to completion from start to finish.

• Maintain contact with Filed adjusters to ensure inspections and estimates submissions in a timely manner.
• Reviewed adjuster reports and estimates to ensure guidelines were met and were accurate.
• Understand and follow Best practices to ensure client guidelines were met.
• Knowledge of insurance policies and appropriate application of coverage.
• Ability to work with Xactimate/XACT analysis and collaborate on estimates.
• Monitored and maintain individual queues to ensure files are being completed timely.
• Reviewed multiple clients specific requirements when necessary.

• Thoroughly review file and clearly document file notes
• Write Estimates by utilizing Xactimate
• Provides excellent and outstanding customer service
• Investigate claims by reviewing policy contracts to determine claim coverages based on cause and loss
• Evaluate and Discuss settlement alternatives by reviewing policy and regulatory compliance
• Adjust claims within limits of authority by utilizing independent judgment.

• Obtain insured and claimant loss statements, utilizing investigative contact skills to determine liability.
• Assist insureds and claimants in selecting body shops, scheduling vehicle inspections and sending rental reservations.
• Advise policyholders of applicable first and third-party coverages, including auto policy limits.
• Thoroughly review new claims for potential fraud indicators, escalating to SIU as deemed appropriate.
• Issues payments to insureds, claimants, body shops and rental vendors through policy limits and claim handler's draft authority.
• Handles all claims assigned and completes in a timely manner.
• Communicates effectively with clients and coworkers orally and written.
• Utilizes multiple systems at a time to handle claims and knowledge of the claims process.

• Consistently delivered remarkable customer service experience throughout handling of the claim.
• Performed initial capture of claims; processed all "First Notice of Loss" (FNOL).
• Scheduled inspections based on the (OA) Outside Adjuster's availability.
• Monitored the claims process on a continuous basis.
• Provided excellent and outstanding customer service.
• Set expectations with insureds on and provided updates on their claim status.