Shellynn Guillaume
Orlando,Florida
Summary
Detail-oriented Property Claims professional with over 10 years of experience in personal and commercial lines, including catastrophe and complex losses. Expertise in coverage analysis, damage evaluation, and business interruption. Skilled in resolving complex claims, negotiating high-value supplements, and enhancing customer experience while driving operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Virtual Property Claims and Resolutions Adjuster
The Hartford
01.2026 - Current
- Investigated and evaluated complex property damages from weather events and other loss causes, analyzing inspection reports, contractor estimates, photos, and supporting documentation to determine accurate scope and exposure.
- Coordinated inspections with field adjusters, independent adjusters, engineers, and third‑party vendors, including virtual inspections to streamline cycle time and improve customer experience.
- Negotiated and resolved complex estimates and supplements with contractors and public adjusters, conducting in‑depth evaluation of labor, materials, equipment, and scope discrepancies across residential and commercial losses to achieve accurate, fair, and timely settlements.
- Delivered virtual estimating and claim resolution support across BIP & CCO using Hancock, SettleAssist, Xactimate, and XactAnalysis to ensure accurate and timely handling.
- Provided Damage Assist support and estimate review across multiple lines of business, including Homeowners, General Liability, Personal Auto, and Commercial Auto.
- Managed inventory during staffing transitions, absorbing pending claims and ensuring continuity, timely updates, and customer satisfaction during surge periods.
- Served as a consultative resource to peers and new hires, offering real‑time guidance on estimating, policy interpretation, supplement handling, and best‑practice claim strategies.
- Supported leadership and Apprentice Teams through oversight of damages, estimate guidance, and supplement review to promote consistency and accuracy.
- Handled non‑concentrated assignments and virtual deployments across multiple territories to meet operational demand and catastrophe surge needs.
Catastrophe Property Claims Adjuster
The Hartford
05.2022 - 12.2026
- Managed a high‑volume catastrophe inventory (70–100 claims) across personal and commercial lines, conducting detailed investigations of structural, contents, and commercial property losses.
- Utilized advanced systems including Xactimate, XactAnalysis, Guidewire (ECOS), ISO, Livegenics, and vendor platforms to document claims and support coverage decisions.
- Performed comprehensive coverage analysis for dwelling, other structures, contents, ALE, and Business Interruption; interpreted policy language and issued well‑supported coverage determinations, partial denials, and full denials.
- Coordinated inspections with field adjusters, engineers, consultants, and third-party vendors (AllCAT, Seek Now, Ladder Now, Hancock, HVACi) to facilitate accurate assessments, including virtual inspections via Livegenic.
- Prepared, reviewed, and validated Xactimate/XactAnalysis estimates, ensuring accurate scope, pricing, and repair methodology.
- Negotiated complex estimates and supplements with contractors and public adjusters to resolve scope discrepancies, pricing disputes, and multi‑trade repair issues, ensuring alignment with coverage determinations.
- Administered ALE and BI claims, analyzing financial records, profit/loss statements, and operational impact to determine accurate loss of income.
- Collaborated cross‑functionally with SIU, underwriting, legal, subrogation, salvage, and mitigation vendors to drive accurate and efficient claim outcomes.
- Mentored peers and new hires on estimating accuracy, complex coverage interpretation, supplement handling, and claim strategy.
Residual Market Underwriter
Travelers Insurance
11.2021 - 04.2022
- Evaluated and underwrote risks within the residual market, analyzing applications, loss history, and financial data to determine eligibility and pricing.
- Conducted detailed risk analysis, including loss control reports, audit results, and business operations.
- Assessed policy exposure and coverage applicability, ensuring compliance with underwriting guidelines and regulatory requirements.
- Interpreted policy terms to identify out‑of‑scope claims and ensure proper risk selection.
- Collaborated with internal stakeholders to support accurate underwriting decisions and risk mitigation.
Auto Claims Adjuster
Travelers Insurance
03.2019 - 11.2021
- Managed end‑to‑end handling of auto liability and property damage claims, ensuring thorough investigation and timely resolution.
- Conducted liability investigations, including recorded statements, police report review, and scene analysis.
- Evaluated vehicle damage estimates and supplements, ensuring accuracy and alignment with policy coverage.
- Negotiated settlements with insureds, claimants, attorneys, and body shops.
- Handled multi‑line claims including personal auto, commercial auto, garagekeepers, and dealer policies.
- Collaborated with SIU, subrogation, appraisal, injury, and total loss units to streamline claim resolution.
- Enhanced customer experience through clear communication and expectation setting.
Customer Service Representative
Travelers Insurance
10.2017 - 03.2019
- Initiated property and auto claims through accurate FNOL intake and documentation.
- Delivered high‑quality customer support, using strong communication and de‑escalation skills.
- Entered and updated claim data across multiple systems with speed and accuracy.
- Supported adjusters by gathering key loss details and ensuring smooth claim setup.
Education
Bachelor of Science - Biology
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Property Damage Assessment & Estimating (Xactimate, XactAnalysis)
- Coverage analysis
- Business Interruption (BI) & Additional Living Expenses (ALE) Evaluation
- Cost negotiation
- Catastrophe Claim Management & High-Volume Inventory Handling
- Virtual estimating tools
- Contractor & Public Adjuster Negotiation
- Analytical decision-making
- Multi-system navigation
- Cross-functional collaboration
- Team Collaboration
- Customer Relationship Management
Certification
Since April 2019
620 - Adjuster- All Lines, W164596
Timeline
Virtual Property Claims and Resolutions Adjuster
The Hartford
01.2026 - Current
Catastrophe Property Claims Adjuster
The Hartford
05.2022 - 12.2026
Residual Market Underwriter
Travelers Insurance
11.2021 - 04.2022
Auto Claims Adjuster
Travelers Insurance
03.2019 - 11.2021
Customer Service Representative
Travelers Insurance
10.2017 - 03.2019
Bachelor of Science - Biology
Florida Agricultural And Mechanical University