Xactimate/XactAnalysis
Stephanie N. Nelson
Forney
Summary
Experienced insurance claims professional with a strong background in managing complex liability claims, catastrophe response, content evaluation, and large loss property claims. Proven leader with a track record of mentoring teams, driving efficient claim resolution, and delivering exceptional customer service. Skilled in balancing technical expertise with strong interpersonal communication to achieve fair outcomes. Adept at analyzing complex information, negotiating settlements, and ensuring compliance with regulations. Known for strong teamwork and adaptability, driving results in fast paced environments. Proficient in customer communication, conflict resolution, and decision making.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Team Lead
Alacrity Solutions
09.2022 - 01.2025
- Supervise and support a team of 25 adjusters and team leaders.
- Assign and monitor claim workloads to ensure timely handling.
- Approve settlements and reserve changes within authority.
- Conduct performance reviews, and coaching sessions.
- Provide guidance on complex claims or policy interpretation.
- Resolved complex claims with a focus on fairness and customer experience, while negotiating settlements and setting reserves based on cost analysis.
- Review high exposure, complex, or escalated claims for accuracy and strategy.
- Collaborated with contractors, restoration vendors, public adjusters, and attorneys.
- Participate in strategy and planning meetings to improve claims operations
- Deliver training sessions on systems, procedures, and best practices
- Provided updates on policy changes and regulatory updates.
Senior Desk Adjuster
Heritage Insurance
06.2018 - 08.2022
- Initiated contact with policyholders immediately after the first notice of loss to set clear expectations and guide them through a timely claims resolution.
- Assigned inspections and collaborated with field adjusters, adjusting reserves as needed.
- Reviewed policy coverage, evaluated damages, and determined liability based on repair scopes, estimates, expert reports, and recorded statements when necessary.
- Communicated coverage determinations to claimants, ensuring clear understanding of the decision and subsequent steps in the process.
- Managed claim deadlines and follow-ups through the diary system to keep files organized and ensure timely progress.
- Collaborated with contractors, policyholders, public adjusters, and attorneys to review supplemental requests, assess revised estimates, and ensure accurate adjustments and timely claim payments.
- Coordinated with contractors, public adjusters, and restoration vendors to expedite claims.
- Identified potential subrogation opportunities during claim investigations and documented relevant details to support recovery efforts by the subrogation team.
Catastrophe & Complex Claims Adjuster
Homeowner’s Choice Insurance
09.2017 - 06.2018
- Handled high volumes of complex property claims during catastrophe events, ensuring timely and accurate resolution.
- Interpreted policy language and applied coverage for water, wind, hail, hurricane, and fire losses.
- Communicated with policyholders and claimants, providing clear guidance and support throughout the claims process.
- Reviewed estimates, contractor reports, and supporting documentation to determine appropriate coverage.
- Collaborated with public adjusters and attorneys to resolve complex claims, ensuring fair outcomes while maintaining clear and professional communication.
- Worked with housing vendors to arrange temporary accommodations for policyholders affected by property losses.
- Worked closely with contents vendors to evaluate personal property losses, oversee inventories, and support accurate and timely claim settlements.
Education
David W. Carter High School
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Phoenix of Arizona
Skills
- Coverage Analysis & Decision-Making
- Negotiations & Settlements
- Catastrophe & Large Loss Management
- Strong Communication: Clear and effective verbal and written communication skills
- Xactimate /Symbility
- Guidewire / Claim Center / CMS
- Microsoft Excel for tracking and reporting
- Strong understanding of HO, DP, and commercial policies
Certification
- Multi-State Adjuster Licenses: AL, AZ, CT, DE, FL, GA, IN, KY, LA, HI, MS, NH, NY, NC, OK, RI, SC, TX, WV
- Texas Windstorm Insurance Association (TWIA) Certification
- State Farm Property & Auto Certification
- Louisiana Citizens Adjuster Certification
- FCN 0070013061
Timeline
Sr. Team Lead
Alacrity Solutions
09.2022 - 01.2025
Senior Desk Adjuster
Heritage Insurance
06.2018 - 08.2022
Catastrophe & Complex Claims Adjuster
Homeowner’s Choice Insurance
09.2017 - 06.2018
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Phoenix of Arizona
David W. Carter High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Quote
"Growth begins the moment you step beyond what’s comfortable and lean into what challenges you"
Software
Symbility
Guidewire ClaimCenter
FileTrac
CMS
Mitchell WorkCenter
RingCentral
Microsoft Excel
Microsoft Outlook
Tableau
Languages
English
Full Professional
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