Terrence L. Helms
Atlanta,GA
Summary
Accomplished professional with expertise in claims investigation and regulatory compliance from State Farm. Proven leader with strong negotiation skills, enhancing client relations and achieving annual sales leadership with over 25 yeas of customer service experience. Adept at strategic planning and team collaboration, driving performance improvements and resolving complex issues efficiently. Recognized for advanced communication skills and commitment to excellence.
Overview
30
30
years of professional experience
Work History
Insurance Claims Adjuster
State Farm
Atlanta, GA
01.2024 - Current
- Investigated claim incidents by gathering evidence and interviewing involved parties.
- Managed claim files, ensuring all documentation met regulatory standards.
- Communicated claim status updates to policyholders and stakeholders effectively.
- Advised clients on coverage options and claim processes during consultations.
- Prepared detailed reports summarizing findings and recommendations for management review.
- Participated in meetings with attorneys, claimants, witnesses, and experts as required by the case.
- Presented evidence at hearings before administrative law judges or other tribunals when necessary.
- Ensured that all claims were settled promptly and equitably according to established procedures.
- Reviewed and evaluated insurance claims for coverage, accuracy, completeness and compliance with company standards.
- Performed quality assurance reviews on completed work product prior to submission for review.
- Advised customers on the status of their claim payments or denials.
- Investigated the circumstances of insurance claims to determine liability.
- Negotiated settlements within prescribed authority limits.
- Prepared detailed reports summarizing findings from investigations into questionable claims activities.
- Maintained accurate records of all claim activities in accordance with company guidelines.
- Developed strategies for resolving difficult or contentious claims cases.
- Researched complex cases and developed appropriate solutions in a timely manner.
- Analyzed policy language to determine applicable coverage and benefit levels.
- Advised clients on policy terms and claim procedures.
Freight Broker
C.H. Robinson
Kansas City, MO
07.2019 - 01.2023
- Experienced Freight Broker with a proven track record in negotiating contracts, managing logistics operations, and optimizing supply chain processes.
- Possess strong negotiation skills resulting in cost savings and improved profit margins.
- Highly proficient in freight forwarding, supply chain management, and logistics coordination.
- Solid leadership skills and ability to direct and motivate staff with integrity and ethics.
- Interpersonal skills and ability to work well in a team environment collaborating across diverse groups.
- Maintained positive relationships with clients, ensuring their shipping needs were met.
- Collaborated with cross-functional teams to streamline order fulfillment and reduce lead times.
- Resolved transportation issues, such as delays or damaged goods, through effective communication.
NPS Lead Associate (Customer Service/Sales)
Citibank (Citi Cards)
Kansas City, MO
01.2008 - 01.2019
- Team lead for 25 Customer Service/Sales Agents High Value.
- Assist in Strong performance management abilities.
- Solid leadership skills and ability to direct and motivate staff with integrity and ethics.
- Interpersonal skills and ability to work well in a team environment collaborating across diverse groups.
- Create contest to motivate representatives to achieve monthly goals for ESAT and Sales.
- Assume full responsibility for consequences of own behavior, decisions and work and create an environment where others do the same.
- Thrive at demonstrating sound and independent judgment by applying broad knowledge and experience to make sound decisions.
- Convey a sense of purpose that inspires others while translating vision and strategy into concrete actions.
JP Morgan Chase
03.2004 - 01.2008
- Demonstrated effective strategies to drive positive ESAT results and business initiatives and changes.
- Established strong working partnership with site leaders and collaboratively worked with peers across the division to handle CRT escalation calls to resolve client issues with positive results.
- Provided mentoring and side by side coaching for new hires.
- Focused on implementation, follow-up and results while adapting to and driving positive change.
- Assisted with special projects including identifying, researching and escalating applicable regulation issues to project manager.
- Acted as a subject matter expert, assisting peers with department processes and providing guidance for appropriate resolution.
- Assisting underwriters with student loan applications.
- Analyze account history, determining if borrowers are eligible for deferment or forbearances.
- Adhere and remain accountable by following company policy and procedure in assisting borrowers resolve delinquency issues.
White Castle
01.1996 - 07.2000
- Provide good service to all customers by maintaining a friendly environment.
- Have good knowledge of all the products available in the store.
- Maintain accurate records of the sale of goods and services, without any errors.
- Be a medium of communication between the customer and the management.
- Receive the amount of purchase in form of cash, check, credit cards, vouchers, or automatic debits.
- At the end of the day, calculate the total payment.
- Resolve the complaints of the customer, if any.
- Perform sorting, counting and wrapping currencies and coins.
- Make sure that enough cash is available at the counter, for paying the balance to the customer.
Education
70+ hour completed - business management
William Penn University
Oskaloosa, Iowa01.2002
High School Diploma -
Bishop Hogan College Prep. Academy
01.2000
Skills
- Claims investigation
- Regulatory compliance
- Coverage analysis
- Settlement negotiation
- Quality assurance
- Case management
- Problem solving
- Team collaboration
- Advanced computer skills
- Multitasking and organization
- Annual Site Leader in Sales
- Client Relations
- Strategic Planning
- Call Center Lead Associate
- Project Management
- Special Events Coordination
- Time Management
- Team Clean Desk Audits
- Leadership
- Team Building
- Personnel Management
- Conflict Resolution
- Coaching
- Motivating
- Administrative Support
- Performance Consultation
- Team Communications
- Training
- Team Training Completions
- Sales background
- Customer service
- Advanced oral and written communication skills
- Property claims
- Casualty and property loss
Volunteer Experience
- State Farm Million Meal Pack, 2024
- Habitat for Humanity, 01/01/10, 12/31/12
- United Way Ambassador, 01/01/09, 12/31/09
- March of Dimes, 01/01/08, 12/31/08
Awards Recognition
- Citi Quality Excellent reward, 04/01/10, 10/01/11, 01/01/13, 07/01/17, The Quality Excellence award is the top award given to a Citi representative. It focuses on individuals who achieve outstanding results with professionalism, diplomacy and dignity.
- Top sales associate performer award, 01/01/08, 07/01/09, 04/01/08, 01/01/17, 04/01/17, 10/01/18, 01/01/19
- Five Star Player Award, The star player award is given to the individual with highest customer service month to date site ranking.
Qualifications Summary
- Highly-motivated and self-driven professional, offering more than ten years of extensive experience in customer service.
- Exemplify strong background in leading team efforts with high sense of responsibility and professionalism.
- Forward thinker, experienced working as a subject matter expert in customer service and resolving escalated client issues in a professional manner.
- Stable work history and track record of consistent customer service and professional growth.
- Dynamic results driven sales representative with a 24 year history of exceeding company sales goals.
Timeline
Insurance Claims Adjuster
State Farm
01.2024 - Current
Freight Broker
C.H. Robinson
07.2019 - 01.2023
NPS Lead Associate (Customer Service/Sales)
Citibank (Citi Cards)
01.2008 - 01.2019
JP Morgan Chase
03.2004 - 01.2008
White Castle
01.1996 - 07.2000
70+ hour completed - business management
William Penn University
High School Diploma -
Bishop Hogan College Prep. Academy
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