Yavon Brown -Savoy
North Chesterfield,VA
Summary
Motivated and experienced professional seeking a Claims position. Extensive background and personal experiences to make a meaningful contribution. Proven track record of success in effectively managing claims processes, ensuring accuracy and efficiency. Strong attention to detail, excellent communication skills, and ability to work well under pressure. Valuable asset in delivering exceptional customer service and resolving complex issues. Committed to continuous learning and staying updated on industry trends. Eager to join a dynamic team and contribute to the success of the organization.
Overview
22
22
years of professional experience
Work History
Auto Claims Adjuster
Progressive
06.2024 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Issued payouts to claimants.
- Contributed to continuous improvement initiatives within the department by sharing insights gained from personal experience and ongoing professional development activities.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Expedited claim settlements by maintaining open lines of communication with all parties involved, fostering trust, and ensuring a smooth process.
- Maintained strong relationships with key stakeholders such as adjusters, agents, repair facilities, medical providers, and legal representatives for seamless collaboration throughout the claims process.
- Managed a high volume caseload without sacrificing quality or timeliness in delivering resolutions to clients'' auto accident-related issues.
- Ensured regulatory compliance in all aspects of the auto claims process by staying up-to-date on industry laws and regulations.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Examined photographs and surveillance and any other documents relating to claims.
- Assessed complex claims and accurately determined value of damages.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Created detailed assessments of damages to property and vehicles.
Fraud Intake Coordinator
Capital One
05.2016 - Current
- Review credit card claims of fraud or disputes for potential charge backs through the MasterCard and Visaes process
- Participate in meetings to share, discuss, and solution for question or error trends, as well as potential process improvements
- Consistently meet established productivity, schedule adherence, and quality standards
- Review credit card claims of fraud or disputes for possible provisional credit
- Maintain claims, accompanying information, and status in claims case management system
- Utilize investigation skills and document findings
- Reconciling reports
- Meet performance expectations related to productivity, effectiveness and customer experience
- Contact customers via Avaya regularly
- Assist customers, banking offices and customer service with inquiries related to debit card
- Ability to multitask and prioritize responsibilities in a fast-paced working environment
- Review circumstances and documentation related to claims based on Regulation Z and related Capital One procedures
- Provide support to Customer Service and other Claims Analysts as needed
- Maintain quality and productivity standards
- Worked with various types of cardholder correspondence
DL/ID Specialist Senior
Department of Motor Vehicle
10.2014 - 10.2015
- Reviews and researches mailed, faxed, and scanned requests for exceptions to the agency's identity, legal presence, and Virginia residency requirements
- Responsible for recommending either approval or denial of customer requests to present alternate documentation when applying for a Virginia DL/ID
- Responsible for approving or denying requests for exceptions to Virginia's in-state residency requirement and verification of Social Security numbers
- Communicates directly with customers regarding documents submitted and maintains records on exceptions processed
- Serves as a subject matter expert for customer service center personnel and the general public regarding questions related to proof of identity, legal presence, and Virginia residency
Program Support Technician
Department of Motor Vehicle
04.2011 - 10.2014
- Administers motor vehicle laws and related court orders
- Monitors the activities of the Driver Improvement Program
- Produces, review, and assist with high volume workloads (mail-in service requests, phone calls from CSC’s DL-9’s)
- Analyzes driving records to ensure record is accurate and correct
- Prepares and send out correspondence to customers
- Uses all documented procedures, notes, policies, and regulations to process work
- Proof read form letters to ensure accurate reply that correlates with individuals driving record
- Interacts with internal and/or external customers
- Provides service in a courteous and professional manner
- Ensuring that reports are accurate, neat, and done in a timely manner
- Reviews and update customer records and ensure that all records are updated properly
- Evaluates court orders and abstracts of convictions
- Determine if customers are in compliance with the Motor Vehicle Code
- Reviews Petitions and ensuring that the customer is eligible to receive a license
Customer Service Generalist Senior Specialist
Department of Motor Vehicle
11.2004 - 04.2011
- Provides customer service through problem-solving
- Work skills in basic keyboarding, Microsoft Office applications
- Analyze records, files and other documents to reach logical and legal conclusions
- Analyze customer's needs to identify the most appropriate and efficient service solutions
- Accurately perform arithmetical computations and to balance and reconcile a cash drawer
- Work cooperatively with others in a team environment and to work effectively under pressure during peak workload periods
- Reviews all documentation presented by the customer and follow appropriate agency procedures
- Accurately processes customer applications for DMV credentials
- Performs driver application audit
- Knowledge of office operations and procedures, of computer concepts and basic accounting practices and mathematical concepts
- Communicate in a courteous, professional and tactful manner with personnel from all organizational levels and a diverse customer population
- Supervised in the absence of management
- Assisted with coaching and training new employees
Customer Service Associate
Best Buy
11.2003 - 11.2004
- Answered and routed telephone calls to appropriate personnel/departments
- Welcomed customers by using personal and/or appropriate greetings while developing rapport with customers
- Assisted customers with merchandise selections while incorporating customer service philosophy and basic sales techniques
- Provided information for recent technologies and electronic devices; help customers locate merchandise within the store; listened to customer's wants and needs and offered merchandise selections; answered questions regarding products and services
- Responsible for money received for merchandise
- Responsible for end of day sales reconciliation and recording
- Participated in morning meetings; assisted coworkers in other departments as needed
Administrative Assistant
Browns Auto Detailing
09.2002 - 09.2003
- Managed inventory and regulated flow of merchandise
- Payroll distribution for employees
- Answered and directed incoming telephone calls
- Coordinated and scheduled appointments for clientele
- Maintained files and managed time sensitive procedures
Sales Associate
Kings Dominion
04.2002 - 08.2002
- Provided customer service in one of the Kids Store
- Counted and recorded merchandise accurately
- Cashier
- Responsible for end of day sales reconciliation and recording
Education
Business Management -
J. Sargeant Reynolds Community College
Richmond05.2005
High School Diploma -
Manchester High School
Midlothian, VA06.2003
Skills
- Microsoft Word
- Excel
- Outlook
- PowerPoint
- Internet
- Claimpro
- Intellirouter
References
References provided upon request.
Timeline
Auto Claims Adjuster
Progressive
06.2024 - Current
Fraud Intake Coordinator
Capital One
05.2016 - Current
DL/ID Specialist Senior
Department of Motor Vehicle
10.2014 - 10.2015
Program Support Technician
Department of Motor Vehicle
04.2011 - 10.2014
Customer Service Generalist Senior Specialist
Department of Motor Vehicle
11.2004 - 04.2011
Customer Service Associate
Best Buy
11.2003 - 11.2004
Administrative Assistant
Browns Auto Detailing
09.2002 - 09.2003
Sales Associate
Kings Dominion
04.2002 - 08.2002
Business Management -
J. Sargeant Reynolds Community College
High School Diploma -
Manchester High School
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