Sierra Hill
Winder,GA
Summary
Commercial Claims and Customer Service Specialist with 10+ years of experience delivering exceptional client support while managing high-value, complex claims across multiple states. Recognized for resolving disputes with professionalism, building strong client relationships, and achieving measurable results in fraud detection, litigation support, and settlement negotiation. Proven ability to balance analytical problem-solving with empathetic customer care to drive both client satisfaction and organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Commercial Claims Specialist
Liberty Mutual Insurance
Suwanee, GA
10.2022 - Current
- - Lead investigations for 50+ complex commercial claims monthly, achieving a 95% closure rate within compliance timelines.
- - Partner with legal and SIU to uncover fraud, resulting in over $1.2M in recovered claims.
- - Negotiate settlements averaging $300K+, reducing litigation costs by 25% while maintaining strong customer relationships.
- - Delivered clear, empathetic communication to policyholders during high-stress claim situations, earning consistent positive feedback.
- - Mentor and coach 6+ adjusters, improving onboarding efficiency and cutting documentation errors by 15%.
Claims Specialist
State Farm Insurance
Duluth, GA
01.2014 - 01.2022
- - Managed 200+ claims per quarter across auto, property, and liability with a 90%+ customer satisfaction rate.
- - Served as the primary point of contact for clients, explaining policies, guiding them through the claims process, and ensuring resolution in a timely and professional manner.
- - Streamlined claims documentation processes, reducing case handling time by 20% while improving accuracy.
- - Collaborated with legal counsel on high-risk cases, supporting successful litigation outcomes.
- - Recognized with multiple performance awards for customer service excellence and claims accuracy.
Education
Bachelor of Science - Criminal Justice
Strayer University
Atlanta, GA12.2020
Skills
- Customer Service & Client Relations
- Conflict Resolution & Negotiation
- Complex Claims Management
- Fraud Detection & Recovery
- Litigation Support & Risk Analysis
- Regulatory Compliance
- Leadership & Mentorship
- Process Improvement
Certification
Property & Casualty Insurance License – Active in all required states
Timeline
Commercial Claims Specialist
Liberty Mutual Insurance
10.2022 - Current
Claims Specialist
State Farm Insurance
01.2014 - 01.2022
Bachelor of Science - Criminal Justice
Strayer University