Summary
Overview
Work History
Education
Skills
Certification
Analytical Skills
Courses Certifications
Timeline
Generic

TONIA SMITH

Summary

Experienced Claims Adjuster with 15 years of expertise in Customer Service and Operations Management. Demonstrated ability to manage multiple claims simultaneously, leveraging strong communication, analytical, investigative, problem-solving, and time management skills. My extensive background supports a strategic approach to navigating the complexities of claims processes. With proven leadership and management expertise, I have consistently optimized daily operations and exceeded performance targets. Known for driving operational excellence and fostering high-performing teams, I have proven myself as a valuable asset in delivering exceptional results within the insurance claims industry. Committed to continuous learning and industry knowledge, I am eager to contribute my experience and leadership to a dynamic team.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Field Claim Resol Spec III, Property

Liberty Mutual
01.2025 - Current
  • Conduct thorough investigations of residential property damage claims, assessing the extent of damage and determining the cause of loss
  • Offer empathetic support to claimants during stressful times, ensuring continued assistance throughout the claims process and follow-up after settlement
  • Collect and review documentation, including policy details, photographs, and other relevant materials, preparing accurate, detailed reports of investigation findings
  • Effectively communicate with policyholders, witnesses, contractors, and other stakeholders to explain the claims process, coverage, and decisions regarding the claim
  • Perform on-site inspections of damaged properties, collaborating with contractors and experts to assess repair or replacement costs
  • Ensure claims processing adheres to company policies, industry regulations, and interpret insurance policies to determine coverage and limitations
  • Negotiate settlements with policyholders, contractors, and involved parties to reach fair and equitable resolutions for all
  • Provide exceptional customer service by addressing inquiries, resolving concerns, and offering updates on claim statuses, maintaining positive relationships with policyholders
  • Utilize claims management systems to track and input claim data, ensuring accurate and organized records of all interactions and transactions
  • Implement quality assurance procedures to verify the accuracy of claim-related documents and reports in compliance with internal guidelines
  • Collaborate with fellow claims adjusters, underwriters, and support staff to enhance claims processing efficiency, sharing insights to improve departmental operations

Operations Manager

Premier Lab Testing
02.2012 - 01.2025
  • Supervise and manage operations staff, ensuring adherence to company policies and procedures while maintaining high employee compliance
  • Oversee customer satisfaction efforts, providing support, supervision, and training to the customer service team
  • Monitor staff productivity, conducting performance evaluations and providing feedback to drive improvements
  • Identify and resolve unauthorized, unsafe, or ineffective practices, addressing issues quickly and effectively
  • Design and implement systems and procedures that enhance customer service, improve the customer experience, and boost operational efficiency
  • Manage the hiring, onboarding, and training processes to meet business needs and ensure team readiness
  • Foster positive communication between staff and leadership, reducing miscommunication and missed deadlines
  • Oversee billing and processing for insurance claims, private pay, and corporate accounts, ensuring accuracy and compliance
  • Cultivate and maintain strong relationships with external vendors and suppliers to ensure smooth operations
  • Develop and execute strategies aimed at maximizing customer satisfaction and operational performance

Claims Adjuster

Pilot Catastrophe
05.2024 - 11.2024
  • Analyze complex insurance claims, conducting comprehensive investigations to determine accurate settlements
  • Streamline claims processes, enhancing efficiency and reducing turnaround time
  • Resolve high-volume claims promptly while maintaining a focus on accuracy and client satisfaction
  • Implement cost-saving strategies that enhance service quality without compromising standards
  • Review policy documents meticulously, assess damages, and evaluate liability to ensure proper claims decisions
  • Maintain strict adherence to regulatory requirements and company guidelines in all claims processes
  • Develop and propose innovative strategies to improve claim processing efficiency, leveraging data analytics to identify trends and recommend proactive solutions

Administration Manager

Winnfield Funeral Home
06.2019 - 10.2020
  • Led a team of administrative professionals, overseeing scheduling, client communications, and document management to ensure smooth funeral home operations
  • Implemented process improvements that boosted efficiency by 20%, streamlining workflows and reducing turnaround times for client inquiries and service arrangements
  • Cultivated and managed vendor relationships, negotiating contracts and ensuring timely delivery of services and supplies
  • Directed payroll processing, accounts receivable/payable, and financial reporting, ensuring accuracy and adherence to company policies and regulatory requirements
  • Managed inventory of funeral supplies and merchandise, optimizing stock levels to minimize waste and improve cost-efficiency
  • Coordinated with funeral directors and staff to ensure seamless service delivery, maintaining high standards of client care and satisfaction
  • Provided ongoing training and mentorship to administrative staff, promoting a culture of excellence, accountability, and continuous improvement

Education

CVE Property And Desk Adjusting -

Pilot Catastrophe Services
Fort Worth, TX
09.2023

Property Field Adjusting -

Pilot Catastrophe Services
08.2023

Property Field Adjusting -

Property Adjusting Academy
Grand Prairie, TX
04.2023

Skills

  • Customer Service
  • Communication
  • Leadership
  • Interpersonal Skills
  • Claims Management
  • Policy Interpretation
  • Negotiation
  • Customer Retention
  • Team Leadership
  • Operations Management
  • Data Management
  • Compliance
  • Xactimate
  • Underwriting
  • Report Preparation
  • Documentation
  • Quality Assurance
  • Investigation Techniques
  • Active Listening
  • Critical Thinking
  • Friendly, positive attitude

Certification


  • Texas, 975439, 08/31/25
  • Georgia, 3612107, 08/31/25
  • Louisiana, 1086794, 08/31/26
  • Alabama, 3002536977, 08/31/25
  • Oklahoma, 3002510608, 08/31/25
  • Michigan, 20648415, 03/31/25
  • Kentucky, DOI-1285395, 08/31/25
  • Florida, G002368, 08/31/25
  • Delaware, 3003488738, 02/28/2027
  • Connecticut, 20648415, 08/31/2026
  • North Carolina, 20648415, 03/31/2026
  • New Hampshire, 20648415, 08/31/2026
  • New Mexico, 20648415, 08/31/2026
  • Rhode Island, 3003488829, 08/31/2026
  • South Carolina, 20648415, 08/31/2027
  • Vermont, 3003488604, 03/31/2026
  • Wyoming, 620047, 08/31/2027

Analytical Skills

  • Active Listening
  • Critical Thinking

Courses Certifications

  • Field/Desk/Policy Certification, Allstate, 08/01/30
  • Certification, Louisiana Citizens, 05/01/25
  • Property Estimatics/ Policy/ Auto Certification, State Farm, 05/01/25
  • Certification, TWIA, 06/01/25
  • Flood Training, NFIP, 06/01/25
  • Certification, California Claims, 08/01/25
  • Property Fraud Training, NICTA, 08/01/25
  • Safety Training, NICTA, 08/01/25

Timeline

Field Claim Resol Spec III, Property

Liberty Mutual
01.2025 - Current

Claims Adjuster

Pilot Catastrophe
05.2024 - 11.2024

Administration Manager

Winnfield Funeral Home
06.2019 - 10.2020

Operations Manager

Premier Lab Testing
02.2012 - 01.2025

Property Field Adjusting -

Property Adjusting Academy

CVE Property And Desk Adjusting -

Pilot Catastrophe Services

Property Field Adjusting -

Pilot Catastrophe Services

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