Summary
Overview
Work History
Education
Skills
Licenses
Selected Achievements
Timeline
CustomerServiceRepresentative

Stephanie Robinson

Evergreen Park,IL

Summary

I am a versatile insurance professional with over 20 years of broad expertise collaborating with cross-functional internal and external clients in fast-paced arenas. I am an analytical problem-solver driving innovative solutions for optimum efficiency. I have proven to be a detail-oriented team leader and self-directed team player with proven success managing multiple simultaneous tasks and deadlines. I am a disciplined quick learner with exceptional interpersonal, organizational, and communication skills and I am ready to join your team!

Overview

22
22
years of professional experience

Work History

Senior Field Property Adjuster

Chubb Insurance Company
Schaumburg, IL
10.2022 - Current
  • Investigate and evaluate personal lines of insurance along with Residential and Commercial property damage claims to determine liability and scope of damages.
  • Analyzed and interpreted insurance policies, coverage, endorsements, exclusions, and other related documents.
  • Conducted on-site investigations to evaluate the cause of loss or damage.
  • Negotiated settlements with claimants based upon knowledge of coverage terms and conditions.
  • Prepared detailed reports documenting investigation results.
  • Coordinated with claimants, insureds, attorneys and other stakeholders in the claim process.
  • Maintained accurate records of all claim activities utilizing company systems.
  • Managed a high volume caseload while meeting established deadlines for completion of assignments.
  • Developed relationships with clients to ensure customer satisfaction throughout the life cycle of the claim process.
  • Researched legal precedents as needed for complex cases involving litigation support.
  • Collaborated with internal departments such as Underwriting, Legal and Compliance regarding policy interpretation issues.
  • Adhered to applicable state regulations pertaining to adjusting practices.
  • Evaluated subrogation potential on each case by identifying liable third parties.
  • Maintained current knowledge of industry developments through continuing education courses.
  • Negotiated and settled claims according to information presented through reports, research and data verification.

Senior Field Property Adjuster

Farmers Insurance Company
Chicago
03.2021 - 10.2022
  • Investigates coverage, determines liability, establishes damage reports, and negotiates settlements while in person
  • Authority to make payment within prescribed limits
  • Represent the company from a public relations standpoint
  • Conduct virtual and field-based investigations by visiting policyholders’ homes to investigate property damage
  • Utilize claims-handling software to produce estimates for policyholders
  • Coordinate with vendors, first responders, sales agents, and policyholders
  • Support workload surges and catastrophe operations while working significant overtime during catastrophic weather.

Insurance Product Analyst

Clearcover Insurance Company
Chicago, IL
01.2020 - 11.2020
  • Research market conduct
  • Execution of a rapid multi-state expansion plan
  • Supports multi-state product offerings
  • Build templates that support monthly performance reporting
  • Drive process improvements
  • Document existing and new business workflows within best practices
  • Contribute to a wide range of analytical projects
  • In charge of SERFF filings
  • Identified gaps in existing products, services, and processes through market research and analysis.
  • Reviewed competitor products and industry trends to inform product development decisions.

CAT Investigative Property Adjuster

Allstate Insurance Co
Northbrook, IL
08.2016 - 02.2020
ClaimCare
  • Research and respond to customer communications, concerns, conflicts, and issues, maintaining a strong connection with customers by understanding needs with empathy and timely follow-up
  • Analyze policy coverage and policy endorsements correctly
  • Reviews damages, evaluate the practicality of repair versus replacement, and prepares estimates accordingly
  • Provide detailed measurements and drawings of the roof and home structures while writing estimates utilizing a virtual estimating program
  • Negotiate and settle complex claims in accordance with business unit best practices
  • Holds payment issuance and authority; files documentation and handles reporting
  • Manages claim diary using Xactimate, XactAnalysis, NextGen, Excel, and other Microsoft Office tools
  • Manages inquiries and invoice payments with outside vendors
  • Hand-selected to perform governmental flood reviews for auditing purposes and compliance.

Bodily Injury Paralegal

Allstate Insurance Co
Chicago, IL
01.2013 - 08.2016
  • Conducted legal research and discovery, including obtaining records and reviewing documents
  • Ordered and performed records research
  • Worked under the direction of supervision of a licensed attorney in defense of personal injury lawsuits, preparing pleadings, motions, and other trial materials
  • Interviewed clients; cross-checked and validated multiple sources of information; and reviewed and monitored new and updated laws and regulations
  • Monitored and maintained compliance with Claim Litigation Management System-Team Connect
  • Identified relevant judicial decisions, statutes, legal articles, codes, and other pertinent material
  • Continues…
  • Researched medical records, police reports, and other pertinent documents to determine liability.
  • Provided guidance and direction to adjusters regarding complex bodily injury claims processing procedures.

Senior SCO Administrative Assistant

Allstate Insurance Co
Chicago, IL
01.2011 - 01.2013
  • Conducted fact-finding analysis and investigation, maintaining confidential records
  • Performed quality control functions; and coordinated depositions and litigation plans
  • Improved efficiencies and reduced costs by identifying, recommending, and implementing process and system enhancements to operational policies and procedures
  • Led evaluation and development of strategic financial objectives in compliance with the department’s goals and mission statement
  • Coordinated special events and innovative ways to boost morale
  • Utilized individual performance metrics to identify training opportunities to enhance employee performance
  • Participated in the development and implementation of customer service, communicating and adhering to Allstate and department policies
  • Prioritized and managed workload while helping to manage inventory and facilities that may lead to procurement purchasing for supplies and equipment
  • Provided technical assistance to site supervisors with atypical or sensitive outstanding payment inquiries; and assisted in resolving disputes with irate customers and vendors as needed.

CPU Administrative Assistant

Allstate Insurance Co
Chicago
01.2007 - 01.2011
  • Managed all Northwestern region’s new suits and legal communication, serving as a point of contact for Northwest Region suits and responding to inquiries on behalf of litigation
  • Instituted department process to ensure adherence to project timelines, legal requirements, and expected operational efficiencies
  • Identified improvement opportunities to impact processes, resources, and technology
  • Prepared new lawsuits for review and provided reconciliation
  • Prepared preliminary reports outlining findings and submitted recommendations of course of action to manager for review and approval
  • Coordinated depositions and mitigation plans; and prepared and maintained a folder of all case-related documents in a format that facilitated legal review as well as updating cases
  • Organized, prioritized, and managed workload, effectively maintaining counsel’s calendar and keeping managers and attorneys apprised of case progression
  • Additional role with Allstate: Senior Customer Insurance Professional and Training Liaison – Woodridge

Senior Customer Care Representative

Allstate Insurance Co
Woodridge, IL
03.2002 - 12.2006
  • Developed and implemented customer service policies and procedures to ensure quality customer service.
  • Resolved difficult customer issues in a timely manner while maintaining positive relationships with customers.
  • Trained new customer care representatives on company policies and procedures.
  • Assisted customers with product information, order status updates, billing inquiries, and technical support.
  • Adhered to all relevant laws, regulations, and ethical standards when interacting with customers.
  • Maintained up-to-date knowledge of all products offered by the company in order to provide detailed answers to customers' questions or concerns.
  • Generated innovative ideas for improving existing processes related to customer service operations.

Education

BS - Business Management & Administration

Chicago State University

Paralegal Certificate -

Chicago State University

Skills

  • Software includes but not limited to: Microsoft Office Suite, Xactimate, XactAnalysis, NextGen, Siebel, Claim Vision, Claim Connect and ClaimCare
  • Complex Problem Solving
  • Claims Evaluation
  • Team Collaboration
  • File and Record Management
  • Critical Thinking
  • Settlement Negotiations
  • Legal Documentation and Reporting
  • Decision-Making
  • Policy Investigations
  • Active Listening
  • Property Damage Assessment
  • Coverage Assessment
  • Customer Service and Support
  • Settlement Negotiation
  • Property Claims
  • Coverage Determination
  • Damage Assessment
  • Litigation Support
  • Emergency Response

Licenses

License: Active Property & Casualty License in multiple states across the nation.

Selected Achievements

  • Provided support to immediate and neighboring teams in absence of a supervisor.
  • Recognized for being one of the team’s top sales producers.
  • Served on multiple pilot teams geared towards technical and customer service advancement.
  • Acknowledged for outstanding customer service skills through multiple quarterly recognition periods.
  • Selected by the supervisor to assist and resolve complex quality-control audits.
  • Chosen among two other employees as part of the Customer Satisfaction Team.
  • Represented CAT adjusters as participants with Root Cause Problem Solving Team.
  • Named second top producer of inspections among a team of 120+ adjusters.
  • Earned Elite Performer Award and Force for Good Award.
  • Chosen to head a supplement processing team for over 200 adjusters.
  • Nominated to represent adjusters on the Root Cause Problem Solving Team.
  • Nominated to represent adjusters on the Farmers Engagement Team.
  • Placed 2nd in the company for having the highest customer satisfaction survey results for multiple quarters.

Timeline

Senior Field Property Adjuster

Chubb Insurance Company
10.2022 - Current

Senior Field Property Adjuster

Farmers Insurance Company
03.2021 - 10.2022

Insurance Product Analyst

Clearcover Insurance Company
01.2020 - 11.2020

CAT Investigative Property Adjuster

Allstate Insurance Co
08.2016 - 02.2020

Bodily Injury Paralegal

Allstate Insurance Co
01.2013 - 08.2016

Senior SCO Administrative Assistant

Allstate Insurance Co
01.2011 - 01.2013

CPU Administrative Assistant

Allstate Insurance Co
01.2007 - 01.2011

Senior Customer Care Representative

Allstate Insurance Co
03.2002 - 12.2006

BS - Business Management & Administration

Chicago State University

Paralegal Certificate -

Chicago State University

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