Tammy Thornton
Glen St Mary
Summary
Dynamic professional with a proven track record at American Family Insurance Company, excelling in customer-driven solutions and claims management. Skilled in handling complex claims and enhancing customer satisfaction through exceptional service. Adept at fostering team collaboration and continuous improvement, ensuring compliance and operational efficiency. Committed to delivering high-quality results in fast-paced environments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Claims Care Center Representative I
American Family Insurance Company
09.2023 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Director
Diocese of St Augustine
07.2022 - 01.2023
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Center Manager/Director
Episcopal Children's Services
09.2019 - 07.2022
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
Director
Children's Elite Preschool
08.2012 - 09.2019
Reading Coach
Union County School Board
06.2010 - 08.2012
- Evaluated instructional materials for effectiveness and alignment with curriculum standards, ensuring high-quality resources were utilized consistently.
- Collaborated with teachers to modify curricula to better address the needs of struggling readers.
- Developed individualized learning plans for each student, addressing their unique strengths and challenges in reading.
- Strengthened relationships with parents by maintaining open lines of communication regarding their child''s progress.
Educator
Union County School Board
08.2008 - 06.2010
Owner/Operator
Larry's Giant Subs
04.2001 - 06.2008
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
Education
Bachelor of Arts - Education
University of North Florida
Jacksonville, FLSkills
- Experienced in providing customer-driven solutions, support, and service
- Experience handling 1st and 3rd party, multi-line claims across our operating territories
- Experience handling moderately complex claims
- Solid knowledge and understanding of policies and endorsements related to casualty coverages
- Solid knowledge and understanding of each phase of the claim handling process
- Willingness to obtain state specific property casualty claims licensing
Certification
- Property Services CLMS-1602 Training
- Homesite Homeowner's HO-4 Overview CCSS-0034
- Property Adjuster Roles and Responsibilities SALE-2280
- Identify Potential Fraud-Property Contents, Desk Structure, and CAT Desk AFICS 1057
- Property and Casualty Insurance Basics SALE-1746
- Homeowner Liability CLMS-1780
- Property Video Call and Inspection CLMS 1535
- Crucial Conversations for Mastering Dialogue LEAD-1501
- Negotiation Skills for Claims VEND 7786
- Understanding Insurance-The Customer Journey ENTR-0022
- Essential Customer Relationship Skills ENTR-0037
- ISO Claim Search Claims Inquiry AFICS-1025
Timeline
Claims Care Center Representative I
American Family Insurance Company
09.2023 - Current
Director
Diocese of St Augustine
07.2022 - 01.2023
Center Manager/Director
Episcopal Children's Services
09.2019 - 07.2022
Director
Children's Elite Preschool
08.2012 - 09.2019
Reading Coach
Union County School Board
06.2010 - 08.2012
Educator
Union County School Board
08.2008 - 06.2010
Owner/Operator
Larry's Giant Subs
04.2001 - 06.2008
Bachelor of Arts - Education
University of North Florida
Certifications in the following classes
My background is in education and I believe in being a lifelong learner. Therefore, I enjoy taking classes to enhance my knowledge and provide more information for my career. I have taken a number of classes from My Learning and shared the trainings I have completed for property. Becoming an adjuster would be my desire to further my career and become more knowledgeable about insurance. It would be a pleasure to take the licensing exam and work as a Contents Property Desk Adjuster, and I look forward to hearing from you.
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