Thomas Wilson
Lakeland,FL
Summary
Insurance Adjuster skilled in investigating and analyzing liability concerning personal, casualty or property loss. Proven history of leveraging excellent negotiation skills to facilitate settlements. Excellent communication skills demonstrated through 5 years of experience interviewing specialists, witnesses and claimants to compile information.
Overview
8
8
years of professional experience
Work History
Casualty Claims Adjuster
GEICO, Government Employees Insurance
Lakeland, FL
02.2022 - Current
- Conducted thorough investigations of complex claims, gathering information from various sources to make informed decisions on coverage eligibility.
- Contributed to a positive work culture by mentoring new hires and providing ongoing support as they acclimated to their roles.
- Maintained open lines of communication with policyholders throughout the adjustment process, providing updates on claim status and addressing any concerns that arose.
- Collaborated with fraud investigators to identify suspicious claims, resulting in significant cost savings for the company.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Telephone Claims Representative
GEICO, Government Employees Insurance
Lakeland, FL
04.2021 - 03.2022
- Handled complex claims scenarios calmly under pressure, utilizing problem-solving skills to find appropriate resolutions swiftly.
- Expedited claim processing times by efficiently gathering and organizing necessary documentation from callers.
- Kept up-to-date with industry trends and developments to provide accurate information to policyholders during the claims process.
- Managed a high volume of incoming calls daily, prioritizing tasks efficiently to ensure timely resolution of all cases.
- Developed a reputation for exceptional attention to detail in claim reviews, ensuring accuracy at every stage of the process.
- Maintained high-quality standards in claim handling by adhering to company policies and industry regulations.
- Negotiated fair settlements for both parties involved in the claim while keeping the company''s financial interests aligned.
Claims Service Representative
GEICO, Government Employees Insurance
Lakeland, FL
10.2019 - 03.2021
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Actively contributed ideas during team meetings aimed at enhancing overall department efficiency and effectiveness.
- Demonstrated strong negotiation skills in settling disputes between insured parties and third-party claimants fairly while protecting company interests.
- Developed strong working relationships with clients, adjusters, and other stakeholders in the claims process by maintaining open lines of communication and providing consistent updates on claim status.
- Continuously updated skills through professional development training opportunities, leading to improved job performance.
- Adhered to strict confidentiality guidelines when handling sensitive client information, maintaining trust among clients and colleagues alike.
Customer Service Representative
GEICO, Government Employees Insurance
Lakeland, FL
02.2016 - 09.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma - Computational Science
North Shore Regional Vocational High School
Beverly, MA06.1987
Skills
- Liability Analysis
- Claims Investigation
- Technical knowledge
- Damage Assessment
- Policy Interpretation
- Settlement Determination
- Insurance Law Understanding
- Critical Thinking
- Computer Skills
- Customer service and support
- Team Collaboration
- Team Leadership
- Active Listening
- Claims
- Decision-Making
- Claims Processing
- Relationship Building
- Insurance policy coverage knowledge
- Claims Evaluation
- Coverage Determination
- Payment Processing
- Settlement Negotiations
- Liability Determination
Accomplishments
Gold chairmans club in 2018 in service.
Multiple calls scored by other regions with a quality score of an A.
Accommodation letter from the director of service in 2019, for outstanding customer service.
Gold chairmans club consideration in 2019
Bronze chairmans club for Claims service representative in 2020.
Timeline
Casualty Claims Adjuster
GEICO, Government Employees Insurance
02.2022 - Current
Telephone Claims Representative
GEICO, Government Employees Insurance
04.2021 - 03.2022
Claims Service Representative
GEICO, Government Employees Insurance
10.2019 - 03.2021
Customer Service Representative
GEICO, Government Employees Insurance
02.2016 - 09.2019
High School Diploma - Computational Science
North Shore Regional Vocational High School