Sierra Mitchell
Katy,TX
Summary
Qualified Claims Adjuster with 8 years of insurance expertise in claims handling. Analytical problem-solver with excellent communication skills. Well-versed in properly investigating and resolving claims quickly in accordance with company guidelines. Organized, driven, and skilled in delivering high-quality customer service while building lasting relationships with customers.
Overview
8
8
years of professional experience
Work History
Internet Claims Specialist
GEICO
09.2020 - Current
- Efficiently handle a high call volume of 40+ inbound calls daily
- Consistently meet customer call guidelines for service levels, handle time, and productivity
- Identify caller's needs and promptly find resolutions to problems, ensuring customer satisfaction
- Investigate and resolve claims in a single setting to reduce callbacks
- Coordinate and facilitate repair inspections, tow truck services, rental cars, and issue payments
- Review and analyze suspicious and potentially fraudulent claims to maintain the integrity of the claims process
- Conduct day-to-day administrative tasks, including organizing and processing paperwork, labeling documents, and storing data to maintain a steady well balanced work flow
Telephone Service Representative
GEICO
08.2019 - 09.2020
- Evaluated complex claims to determine current status of liability and coverages.
- Developed a plan of action to address and resolve claims effectively.
- Conducted comprehensive interviews with policyholders, claimants, and witnesses to gather pertinent claim information.
- Analyze collected information to further assess and validate claim details, ensuring well-informed opinions on liability.
- Evaluated claims with pending coverage issues, resolving them effectively.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would be approved or denied.
- Prepare reservation of rights, disclaimers, and other correspondences as deemed appropriate.
- Maintained contact with policyholders and attorneys to determine treatment status and submitted medical documents to be reviewed for payments
- Provided high quality customer service while efficiently moving files to closure status
Claims Adjuster Coach
GEICO
04.2018 - 08.2019
- Trained and mentored newly hired adjusters, facilitating virtual, in-person, and blended learning sessions to become floor adjusters.
- Developed lesson plans, instructional materials, written practice tests, and conduct hands-on mock practicals to demonstrate real-world experience and skills development.
- Developed coaching plans, conducted role plays, and monitored calls and file audits to ensure each adjuster maintained performance and met company expectations and standards.
- Conducted needed assessments to identify gaps in performance and provided feedback for continuous improvements.
- Analyzed and evaluated training effectiveness and training outcomes to ensure ongoing development for adjusters.
Claims Adjuster
GEICO
12.2015 - 04.2018
- Worked efficiently in fast-paced call center environment, handling 50+ calls per day.
- Handled claims from start to finish, providing end-to-end support for customers.
- Acted as point of contact for first notice of loss claims, delivering exceptional customer care by communicating important information, patiently listening and addressing their needs.
- Answering customers' questions regarding coverage and deductibles, providing clarity and guidance.
- Proficiently set up repair inspections, coordinated tow trucks, and arrange rental cars for policyholders and claimants.
- Effectively managed and prioritized claims workloads to meet company standards and customer needs.
Education
BBA - Business Administration And Management
Prairie View A & M University
Prairie View, TXAssociate of Arts - Business Administration
Houston Community College
Houston, TX12.2019
Skills
- Strong Organizational Skills
- Excellent Customer Service Skills
- Detail Oriented
- Policy and Procedure Explanations
- Strong Communication and Interpersonal Skills
- Analyzing Claims
- Liability Determinations
- Auditing Files
Timeline
Internet Claims Specialist
GEICO
09.2020 - Current
Telephone Service Representative
GEICO
08.2019 - 09.2020
Claims Adjuster Coach
GEICO
04.2018 - 08.2019
Claims Adjuster
GEICO
12.2015 - 04.2018
BBA - Business Administration And Management
Prairie View A & M University
Associate of Arts - Business Administration
Houston Community College
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