Stephanie James
Phoenix,AZ
Summary
Experienced Claims Specialist with 8 years of expertise in complex claims handling, risk assessment, and coverage investigations. Combines this with 8 years of leadership experience in operations management and youth guidance to effectively manage claims contact centers, foster team growth, and enhance operational performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Claims Contact Center Manager
USAA
Phoenix, AZ
02.2025 - Current
- Currently leads a team of 12 representatives responsible for handling First Notice of Loss (FNOL) for accident claims, ensuring efficient and empathetic initial member interactions.
- Provide consistent coaching and performance feedback to team members through regular one-on-one meetings and call monitoring.
- Conduct thorough call audits to ensure adherence to quality standards, compliance regulations, and to maximize member satisfaction.
- Leader Schedule POC
Sr. Complex Auto Adjuster
USAA
Phoenix, AZ
08.2024 - 02.2025
- Ensured fair settlements by assessing and resolving complex auto claims.
- Enhanced claim integrity and reduced losses by collaborating with SIU for fraud prevention.
- Optimized outcomes for all parties by negotiating comparative negligence effectively.
- Leveraged prior loss data to identify coverage issues for informed decision-making.
- Achieved measurable efficiency improvements by streamlining claim processes.
Operations Manager
Throne of Grace Clothing
Phoenix, AZ
12.2021 - 08.2024
- Led daily operations while fostering team collaboration and strategic decision-making
- Established clear communication channels, and maintained strong vendor relationships to ensure smooth operations
- Mentored staff development, and aligned department goals with company vision to drive sustainable growth
- Managed finances, optimizing budgets and profit margins for improved financial health.
Injury Claims Specialist
State Farm
Tempe, AZ
06.2023 - 06.2024
- Resolved injury claims by ensuring compliance with regulations and policies.
- Determined coverage and liability using comprehensive policy knowledge.
- Managed claim queues effectively in a fast-paced, dynamic environment.
- Facilitated communication with clients and attorneys through calls and emails.
- Executed complex injury claim evaluations using strategic negotiation techniques.
Claims Resolution Specialist
Liberty Mutual
Chandler, AZ
05.2022 - 05.2023
- Enhanced customer experiences by explaining claims processes and coverage details.
- Conducted thorough coverage analysis to review policy language and jurisdictional requirements.
- Planned investigations to establish liability and assess damages effectively.
- Identified need for recorded interviews when liability or fraud indicators arose.
Auto Claims Adjuster
USAA
Phoenix, AZ
05.2016 - 04.2022
- Handle automobile accident claims, obtain recorded statements, assess liability, set up vehicle repairs, set up rentals and issue claims payments.
- Settle total loss claims: Create settlement figures, extend settlement amount, set last day in rental, and provide step by step instructions on how to finalize claim. Handle value and rental disputes.
- Coverage review and investiagtion
Youth Leader
Lynnhaven Community Church
Phoenix, AZ
02.2013 - 07.2017
- Led and mentored youth, fostering personal growth and community involvement.
- Resolves conflicts among young individuals, ensuring a supportive environment.
- Plans and executes events, setting goals and delegating tasks effectively.
- Oversees youth leaders, ensuring project efficiency and success.
- Assists youth pastor, leading team meetings and quarterly reviews.
- Coordinated with church staff to organize youth events, manage volunteer teams, and implement educational programs.
- Created innovative youth development programs focusing on leadership skills, character building, and social responsibility
911 Emergency Dispatcher
Maricopa County Sheriff
Phoenix, AZ
10.2015 - 05.2016
- Coordinated emergency response, enhancing team efficiency.
- Logged call data accurately, improving response times.
- Verified critical info, ensuring effective communication.
- Collaborated with agencies, aiding in warrant confirmations.
- Supported deputies, boosting operational effectiveness.
Financial Member Service Representative
AZ One Credit Union
Glendale, AZ
11.2012 - 10.2015
- Assisted members with account inquiries, enhancing satisfaction and retention.
- Processed debit card and check orders with accuracy, ensuring prompt delivery.
- Conducted interviews for personalized financial service recommendations.
- Explained financial products, improving understanding and usage.
Member Service Representative
SunWest Federal Credit Union
Phoenix, AZ
04.2007 - 05.2010
- Processed loan applications, boosting approval speed and safeguarding assets.
- Facilitated transactions, enhancing member satisfaction and account accuracy.
- Managed accounts, ensuring compliance and supporting financial growth.
- Streamlined fund disbursement, optimizing service and securing trust
Education
Bachelor of Science - Business Administration And Management
Grand Canyon University
Phoenix, AZ05-2028
Associates in General Studies - General Studies
Glendale Community College
Glendale, CA05-2019
Certification
- Property and Casualty Adjuster License
Timeline
Claims Contact Center Manager
USAA
02.2025 - Current
Sr. Complex Auto Adjuster
USAA
08.2024 - 02.2025
Injury Claims Specialist
State Farm
06.2023 - 06.2024
Claims Resolution Specialist
Liberty Mutual
05.2022 - 05.2023
Operations Manager
Throne of Grace Clothing
12.2021 - 08.2024
Auto Claims Adjuster
USAA
05.2016 - 04.2022
911 Emergency Dispatcher
Maricopa County Sheriff
10.2015 - 05.2016
Youth Leader
Lynnhaven Community Church
02.2013 - 07.2017
Financial Member Service Representative
AZ One Credit Union
11.2012 - 10.2015
Member Service Representative
SunWest Federal Credit Union
04.2007 - 05.2010
Bachelor of Science - Business Administration And Management
Grand Canyon University
Associates in General Studies - General Studies
Glendale Community College