Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in claims industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Veronica Hunter
Dallas,TX
Summary
Overview
2
years of professional experience
1
Certification
Work History
Hunter Consulting Agency/ TruCoverage
Agent Representative
11.2023 - Current
Job overview
- Increased customer satisfaction by providing timely and accurate information on products and services.
- Provided exceptional support to clients during the onboarding process, fostering strong relationships.
- Collaborated with team members to consistently meet or exceed monthly sales targets.
- Resolved customer complaints effectively, ensuring continued loyalty and repeat business.
- Developed a strong understanding of various product offerings, enabling informed recommendations to clients.
- Maintained meticulous records of all client interactions and transactions for future reference and analysis.
- Improved client retention rates by conducting follow-up calls after sales transactions were completed.
- Earned recognition as a top agent representative for consistently meeting or surpassing key performance indicators.
Tristar / Agency
WORKERS' COMPENSATION CLAIMS ADJUSTER
07.2023 - 11.2023
Job overview
- Conferred with legal counsel on claims requiring litigation
- Corresponded with claimants, witnesses, police, and physicians to determine claim settlement, denial, or review status
- Negotiated claim settlements and recommended litigation when settlement could not be negotiated
- Adjusted reserves and provided reserve recommendations to ensure that reserve activities were consistent with corporate policies
- Resolved complex, severe exposure claims, using high service oriented file handling
- Reviewed to implement sound litigation management and expense control.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Examined claims forms and other records to determine insurance coverage.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Analyzed information gathered by investigation and report findings and recommendations.
Alacrity
Claims Team Leader
09.2022 - 01.2023
Job overview
- Set performance goals for team of 12 and helped teams meet important deadlines
- Delegated tasks to team members according to individual strengths
- Motivated employees to reach highest professional potential
- Notified employees of policy and procedure changes to promote overall compliance
- Trained new employees on company policies, procedures and work ethics
- Communicated employee, customer and workplace needs to managers
- Taught company procedures to new employees and increased progress by identifying areas of weakness.
- Achieved high customer satisfaction ratings by ensuring timely resolution of claims inquiries and concerns.
- Mentored junior team members to improve their skills and advance within the organization.
Alacrity Services
CLAIM TEAM LEAD
02.2022 - 09.2022
Job overview
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks for a team of 10.
- Delegated tasks to team members according to project requirements and employee strengths.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Alacrity Services
Team Leader Manager
09.2021 - 01.2022
Job overview
- Developed and utilized team-building exercises to promote workplace synergy and productivity
- Analyzed performance data to identify areas of improvement
- Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements
- Mentored and coached team members to ensure successful performance
- Resolved problems and escalated high-level issues to supervisor within established timeframes.
- Increased productivity by 74% through effective claim handling changes.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
Education
Liberty UniversityWV, May 2006
from Cognitive Psychology
University Overview
Skills
- Interpersonal skills
- Product knowledge
- Process improvement
- Active listening
- Strong negotiation skills
- Conflict resolution
- Goal-oriented mindset
- Professional demeanor
- Team collaboration
- Excellent communication
- Empathy and understanding
- Computer proficiency
- Customer service orientation
Certification
- Investigation Documentation Workers Compensation
- Compensation and Benefits Claims Inspections
- Claims Adjustments Claims Evaluations
- Proactive Communication Property Adjusting
- Negotiate Settlements Multifactor Analysis
- NC
- FL
- AL
- 10 Additional
References
References
References available upon requestAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Agent Representative
Hunter Consulting Agency/ TruCoverage
11.2023 - Current
WORKERS' COMPENSATION CLAIMS ADJUSTER
Tristar / Agency
07.2023 - 11.2023
Claims Team Leader
Alacrity
09.2022 - 01.2023
CLAIM TEAM LEAD
Alacrity Services
02.2022 - 09.2022
Team Leader Manager
Alacrity Services
09.2021 - 01.2022
Liberty University
from Cognitive Psychology
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