Suzanne ‘Suzy’ LaFranzo
Tampa
Summary
Dynamic and personable professional with over a decade of expertise in claims management, property and casualty insurance, and quality assurance. Proven ability to thrive in high-pressure environments, deliver excellent customer service, and collaborate effectively across teams to achieve organizational goals. Skilled in claims analysis, negotiation, and utilizing technology to drive efficient and client-focused results. Currently seeking to reenter the workforce on a full-time basis after taking a planned personal break to prioritize family. Now fully focused and energized to contribute with a refreshed perspective and renewed enthusiasm.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Matterport Photo Technician (Contract Position)
Noble Public Adjusting Group
10.2024 - Current
- Conduct on-site 3D property scans using Matterport technology to document and analyze damage
- Collaborate with public adjusters to advocate for policyholders, ensuring fair settlements
- Utilize cutting-edge technology to process claims related to natural disasters and accidents
Legal Case Manager (Personal Injury)
The Law Offices of Ryan Cappy
01.2020 - 01.2022
- Managed pending of 180-200 personal injury cases, overseeing intake, investigation and settlement
- Coordinated with medical providers, insurance carriers and clients to gather evidence and resolve cases
- Maintained compliance with legal policies while delivering empathetic client service
Claims Examiner (Property)
TypTap / Homeowners Choice Insurance Company
01.2018 - 01.2020
- Handled claims across multiple categories, including flood, theft and liability
- Interpreted policies, reviewed field adjuster estimates and negotiated settlements
- Collaborated with vendors, experts, appraisers, claims management, litigation, attorneys and public adjusters ensuring compliance with regulations
Claims Quality Assurance Specialist
USAA
01.2016 - 01.2018
- Conducted audits for Auto Claims Operations nationwide, identifying trends and ensuring compliance
- Delivered actionable reports to senior leaders, driving initiatives to mitigate 2M in claim leakage
- Collaborated in Scrum meetings and developed strategies for process improvements
Claim Adjuster II (Auto Bodily Injury)
USAA
01.2015 - 01.2016
- Investigated and negotiated pre-litigation auto bodily injury claims
- Represented the organization at mediations, reducing potential liabilities
- Supported CAT operations during storms, handling calls and processing claims
Catastrophe Claim Representative (Stretch Assignment)
The Hartford
01.2012 - 01.2014
- Adjusted auto and property claims following natural disasters, including Tropical Storm Sandy
Claim Representative (Auto Bodily Injury)
The Hartford
01.2010 - 01.2014
- Managed auto injury claims valued up to $100K, negotiating settlements for both represented and unrepresented parties
Claim Processor (Auto Property Damage)
The Hartford
01.2009 - 01.2010
- Adjusted high-volume auto property damage claims, ensuring accurate coverage determination and timely settlements
- Investigated claims to establish causation, liability, and damages, while monitoring and mitigating costs such as storage and rentals
- Negotiated total loss settlements, identified subrogation opportunities, and collaborated with subject matter experts for specialized cases
- Provided exceptional customer service, managed competing priorities, and ensured compliance with state-specific regulations
Human Resources College Internship (HR Generalist)
United States Department of Agriculture
01.2007 - 01.2009
- Reviewed resumes and coordinated hiring processes, including new hire orientations and exit interviews
- Assisted with background checks, visa processing (H-1B), and union-related issues
- Managed confidential personnel records, conducted training program administration, and supported benefit enrollments
Human Resources Summer Internship (Recruitment)
Tribune Broadcasting (WGN-TV)
05.2007 - 08.2007
- Screened applications, organized drug screenings and facilitated new intern orientations
- Prepared Equal Employment Opportunity (EEO) reports and maintained bulletin boards
- Supported planning of employee recognition events and updated job descriptions
Education
Bachelor of Science (BS) - Business Management & Administration
Bradley University
Peoria, IL01.2009
Skills
- Critical thinking
- Claims investigation
- Active listening
- Highly motivated
- Team collaboration
- Advanced oral and written communication skills
- Decision-making
- Settlement negotiation
- Risk assessment
- Caseload management
- Policy interpretation
- Casualty and property loss
- Regulatory compliance
- Damage assessment
- Legal compliance
- Coverage assessments
Certification
- Certified Lean Six Sigma Yellow Belt (USAA)
- Florida Resident (620) All-Lines Adjuster License (P197256)
- Certified Auto Subrogation Arbitrator (CASA)
Timeline
Matterport Photo Technician (Contract Position)
Noble Public Adjusting Group
10.2024 - Current
Legal Case Manager (Personal Injury)
The Law Offices of Ryan Cappy
01.2020 - 01.2022
Claims Examiner (Property)
TypTap / Homeowners Choice Insurance Company
01.2018 - 01.2020
Claims Quality Assurance Specialist
USAA
01.2016 - 01.2018
Claim Adjuster II (Auto Bodily Injury)
USAA
01.2015 - 01.2016
Catastrophe Claim Representative (Stretch Assignment)
The Hartford
01.2012 - 01.2014
Claim Representative (Auto Bodily Injury)
The Hartford
01.2010 - 01.2014
Claim Processor (Auto Property Damage)
The Hartford
01.2009 - 01.2010
Human Resources Summer Internship (Recruitment)
Tribune Broadcasting (WGN-TV)
05.2007 - 08.2007
Human Resources College Internship (HR Generalist)
United States Department of Agriculture
01.2007 - 01.2009
- Certified Lean Six Sigma Yellow Belt (USAA)
- Florida Resident (620) All-Lines Adjuster License (P197256)
- Certified Auto Subrogation Arbitrator (CASA)
Bachelor of Science (BS) - Business Management & Administration
Bradley University
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