Taylor Reed
Alexandria,VA
Summary
Detail-oriented claims specialist recognized for extensive communication and proactive customer engagement. Expertise in investigating claims and resolving issues efficiently, enhancing customer satisfaction and trust.
Overview
13
13
years of professional experience
Work History
Claims Generalist Intermediate
Progressive Insurance
Alexandria, VA
04.2025 - Current
- Examines loss details to confirm coverage and liability decisions align with the accident report.
- Interprets auto policies and analyzes gathered information to determine actions.
- Identifies relevant exposures and endorsements, referring cases when necessary.
- Detects possible fraud and escalates for further investigation.
- Proactively communicated updates and addressed customer concerns to enhance satisfaction.
- Coordinates with other adjusters on property damage claims to resolve liability, coverage, and damages.
- Evaluates and determines subrogation referral needs.
- Works with customers and claimant carriers to ensure accurate assignment of coverage and liability.
- Oversaw claims inventory, handled paperwork, communications, and issued payments.
- Reviews and decides on rental arrangements, including availability and duration.
- Investigated, negotiated, and resolved claims, achieving fair total loss settlements.
- Collected details on injury status and treatment needs, facilitating appropriate care for soft tissue injuries, sprains/strains, and concussions.
- Assesses, negotiates, and processes payments for unrepresented bodily injury claims.
Total Loss Specialist
Progressive Insurance
Alexandria, VA
05.2023 - 04.2025
- Reviews vehicle damage to determine probability of repair or economic total loss
- Streamlined total loss process, accelerating claim settlements and enhancing customer retention
- Negotiates tow bill and storage charges with repair shops and tow facilities
- Managed escalations from dissatisfied customers effectively by displaying empathy and offering assistance tailored to their specific needs or concerns
- Monitors and ensures timely transportation of vehicles to respective inspection locations
- Provides clear and concise communication to the customer ensuring they comprehend all steps involved and documents needed to issue payment
- Communicates with and obtains documentation from lienholder while issuing accurate and timely payments to all parties' involved
- Reviews accuracy of valuation reports and settlement summaries
- Ensures salvage and/or subrogation is open, referred or transferred
- Developed step-by-step guide for total loss guidelines, facilitating training for team and cross-team representatives
- Mentored and coached team representatives on time and diary management, customer service, and total loss processes
CAT Claims Generalist Associate
Progressive Insurance
Alexandria, South Dakota
10.2024 - 12.2024
- Obtained an emergency adjuster license through licensing exams
- Managed time and resources to make sound claims adjusting decisions
- Investigated and determined insurance policy coverage and liability for personal auto claims, exercising discretion and independent judgment to ensure fair outcomes
- Determined effective sequence of activities for timely contact with all relevant parties, setting conditions for accurate damage assessment and coordinating vehicle movement for inspections and repairs
- Investigates facts of loss and ensures that coverage and liability decisions are consistent with the report of the accident
- Manages claims inventory workload, including claims paperwork, diaries, and communications (hard copy, electronic mail and phone communications); issues payments as appropriate
- Identified, negotiated, and resolved claims, including total losses, to facilitate efficient claims processing and customer satisfaction
- Collaborated on property damage with other claims adjusters to determine liability, coverage, and damage resolution
Claims Generalist Associate
Progressive Insurance
Alexandria, VA
03.2023 - 05.2023
- Determine coverage and liability through accurate and timely investigations
- Interview customers, claimants, witnesses and other persons pertinent to the claims' investigation
- Partnered with field estimators to manage vehicle repairs, facilitating and monitoring repair processes to ensure timely resolutions.
- Negotiate with customers and other insurance carriers to resolve claims
- Oversaw rental and transfer features, streamlining organization for improved operational efficiency.
- Improved customer satisfaction ratings by providing prompt and accurate responses to inquiries regarding claim status
- Provided expert guidance on policy interpretation, enabling coworkers to make informed decisions when evaluating coverage eligibility during the claims process
- Managed approximately 5-6 daily new claims while consistently meeting deadlines and maintaining quality standards for claim submissions
- Provided clear explanations of claims process to customers, ensuring understanding and timely follow-up on inquiries.
Technical Support/Billing Representative
Henry Schein One
American Fork, UT
02.2022 - 02.2023
- Answer and process incoming customer interactions efficiently to optimize the customer experience.
- Reviewed and resolved account and billing discrepancies.
- Conducted research and resolved customer issues and inquiries, reviewing billing invoices, disputes, ACH transactions, and credit requests to enhance customer satisfaction.
- Maintain comprehensive knowledge of existing and new products offered by HS1, implementing policies and conditions.
- Identified and resolved billing variances, ensuring system accuracy and compliance.
- Educate customers on product use and assist them in utilizing features to enhance office productivity.
- Ensure effective customer interaction by addressing ongoing issues, managing open cases, and closing resolved cases promptly.
- Documented customer interactions and actions taken using various software platforms, maintaining clear records for future reference.
Clinical Manager/Lead Dental Assistant
Dosen Dental
Alexandria , VA
08.2017 - 08.2019
- Assisted the doctor chairside with various operative procedures, including surgical, implants, endodontic, restorative, pediatric, ortho, and hygiene.
- Took diagnostic X-rays, applied sealants, and fabricated models and temporary crowns.
- Monitored compliance with regulatory guidelines and accreditation standards, implementing corrective actions to maintain high-quality care.
- Maintained a sterile work environment following OSHA protocols.
- Scheduled treatments, verified insurance benefits, and followed up with past-due recall patients to enhance patient retention.
- Promoted to lead dental assistant, overseeing daily clinical and administrative duties.
- Developed onboarding program for new employees to streamline training in tasks and responsibilities.
Certified Dental Assistant
Woodbridge Family Dental
Woodbridge, VA
07.2015 - 07.2017
- Assisted doctor chairside during minor and major operative procedures, enhancing patient comfort and procedural efficiency.
- Managed front office tasks including scheduling, billing, account adjustments, recalls, and presenting treatment plans, ensuring streamlined patient flow and satisfaction.
- Communicated directly with insurance companies regarding claim filing inquiries, benefit verifications, and posting check payments.
- Maintained sterile work environment in compliance with OSHA protocols, supporting patient safety and infection control.
Certified Dental Assistant
Optimum Dental
Falls Church, VA
08.2013 - 07.2015
- Assisted doctor during operative procedures, performed diagnostic X-rays, applied sealants, and fabricated models and temporary crowns to support patient care.
- Coordinated front office tasks including scheduling, billing, account adjustments, recalls, record filing, and presenting treatment plans to ensure smooth patient flow.
- Liaised with insurance companies on claim filing inquiries, benefit verifications, and posting check payments to streamline patient billing process.
- Maintained a sterile work environment in accordance with OSHA protocols.
Education
Certified Dental Assistant Certificate - Dentistry
Dental Assistant Training School (DATS LLS)
Woodbridge, VA07.2017
Associate of Science -
Northern Virginia Community College
Alexandria, VA06.2014
High School Diploma -
Hayfield Secondary School
Alexandria, VA06.2011
Skills
- Claims investigation
- Claims management
- Negotiation strategies
- Attention to detail
- Time management
- Team collaboration
- Extensive communication
- Mentoring and coaching
Accomplishments
- Volunteered and selected to be an URBI mentor to help a new URBI adjuster become familiar with important processes
- Transitioned into a dedicated total loss rep within 3 months of graduating onboarding
- Mentored and coached team reps on FOBP, total loss step by step, customer service discussions, diary management and negotiation
- Became a temporary floater rep assisting not only my region but others to help reduce inventory and provide reliable coverage while those reps were out of office
- Created Onenote and Comprehensive Guidelines to share with my team and others
- Assisted my supervisor when out of office regarding team questions and claims handling
- Requested to be an onboarding coach for newly graduated trainees
Timeline
Claims Generalist Intermediate
Progressive Insurance
04.2025 - Current
CAT Claims Generalist Associate
Progressive Insurance
10.2024 - 12.2024
Total Loss Specialist
Progressive Insurance
05.2023 - 04.2025
Claims Generalist Associate
Progressive Insurance
03.2023 - 05.2023
Technical Support/Billing Representative
Henry Schein One
02.2022 - 02.2023
Clinical Manager/Lead Dental Assistant
Dosen Dental
08.2017 - 08.2019
Certified Dental Assistant
Woodbridge Family Dental
07.2015 - 07.2017
Certified Dental Assistant
Optimum Dental
08.2013 - 07.2015
Certified Dental Assistant Certificate - Dentistry
Dental Assistant Training School (DATS LLS)
Associate of Science -
Northern Virginia Community College
High School Diploma -
Hayfield Secondary School