Shelly Punke
Bloomington,IL
Summary
Experienced claims professional including a background in leadership. Organized, driven and adaptable with a focus on customer satisfaction and continuous improvement.
Overview
13
13
years of professional experience
Work History
Claim Specialist - WCCS Deployed
State Farm
Illinois
12.2018 - 10.2022
- Embraces new technology and adapts easily to change. Virtual inspections completed utilizing resources available to assist when applicable. This results in minimized cycle times, improved customer experience, and cost reduction.
- Displays diverse skills and advanced knowledge across multiple claim segments while easily adapting through transitions with high success rate.
- Proven high performer with leadership skills influencing positive results. Team Leader experience showcasing relationship building, communication and knowledge to achieve common goals and operational success.
- Recognized as top performer and thus selected to join the UAS (drone) team. As a remote pilot, various technologies were utilized to assist customers with their inspections while collaborating with claim specialists providing a seamless experience.
- Assisted Centralized Investigation Team (CIT) Texas appraisals. Worked with appraisers, engineers, attorneys, coverage council and customers throughout the appraisal process. Managed an inventory of approximately 70 claims with success and positive results.
Claim Team Manager - ILR
State Farm
Irving, TX
02.2015 - 06.2016
- Pioneered Initial Loss Reporting (ILR FLEX). Onboarded and trained temporary employees at times within 24 hours to increase staffing during high call volume. Decreased staffing during low call volume to ensure accurate staffing and expenses.
- Monitored performance and identified training needs to improve employee work product while acknowledging high performers. Call monitoring and bi-weekly meetings with vendor management encouraged positive results.
- Championed change and managed Team Leaders by building constructive relationships through trust, integrity, expert knowledge and availability.
- Escalated complaints and service recoveries were addressed and resolved in a timely manner thus encouraging customer satisfaction.
CCS Catastrophe Claim Representative
State Farm
Irving, TX
03.2013 - 02.2015
- Excelled in a fast-pace work environment handling large volumes of claims while maintaining service level and customer satisfaction.
- Identified and created an onboarding initiative providing new-to-role claim specialists additional resources and support via peer mentoring, best practices and open communication. Led program successfully as peers and leadership acknowledged and appreciated the benefit.
Process Analyst
State Farm
Bloomington, IL
10.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Works with business partners and stakeholders to identify, prioritize, and implement technology solutions.
- Uses tools and methods to collect, analyze, and interpret data tied to performance metrics.
- Leads priority projects, including Fire Service Scheduling, to enhance operational efficiency.
- Monitors adherence to establish standards and consistency.
Education
Bachelor of Science - Speech Pathology
Illinois State University
Normal, IL05.2008
Timeline
Process Analyst
State Farm
10.2022 - Current
Claim Specialist - WCCS Deployed
State Farm
12.2018 - 10.2022
Claim Team Manager - ILR
State Farm
02.2015 - 06.2016
CCS Catastrophe Claim Representative
State Farm
03.2013 - 02.2015
Bachelor of Science - Speech Pathology
Illinois State University