Yeny Castro
Hialeah
Summary
High-energy claim supervisor prepared to bring leadership skills and claims knowledge developed over 15-year career and take on challenging new role. Experienced in coordinating and allocating efforts of medium to large groups of employees to achieve organizational goals. Proven track record of development and implementation of practical continuous improvement processes. Skilled at managing employee's performance including , support, training and discipline. Trained in development and maintenance of safe and productive work environments.
Overview
2027
2027
years of professional experience
Work History
Serious Injury Litigation Supervisor
United Automobile Insurance Company
Miami
04.2025 - Current
- Supervised daily operations of insurance claims processing.
- Trained new team members on company policies and procedures.
- Coordinated workflow among departments to enhance service delivery.
- Resolved customer inquiries and complaints with professionalism.
- Monitored employee productivity to provide constructive feedback and coaching.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Claims Manager
Embark General Insurance Company
Atlanta
03.2020 - 11.2022
- Performed site evaluations, customer surveys and team audits as part of quality assurance program.
- Monitor the Subrogation investigations for the claim department to ensure all policies, practices and procedures are properly executed.
- Hire and manage assigned experts and monitor their work product and expenses to ensure quality and effectiveness.
- Provide analysis of subrogation financial results, developments and issues to claims management.
- Provided training for new supervisors in Florida as well as remote training for Texas.
- Remotely supervised a team from Texas
- Select, train and develop staff to meet department and corporate goals and objectives within the subrogation unit.
- Review all incoming losses for assignment to appropriate personnel.
- Approve all payments, reserve changes and other activities in excess of authority levels of staff adjusters.
- Monitor claim volume to ensure appropriate work assignments.
- Developed cost-savings and new solutions to existing problems through persistent research and innovation.
- Trained new team members on policies and procedures for claims handling.
- Motivated team members to maintain targeted turnaround time to obtain processing goals.
- Managed team members effectively to meet high production standards with accurate results.
- Oversaw onboarding processes for new team members, delivering training on claims handling.
- Collaborated with quality team regarding quality assurance reviews.
- Monitored objectives to determine effectiveness of workflows, facilitating training and mentoring for improvement.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
Claims Supervisor
United Automobile Insurance Company
Miami
12.2001 - 05.2011
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Delivered exceptional customer service to all clients by effectively communicating information and actively listening to concerns.
- Consistently provided exceptional service and attention to customers and stakeholders.
- Develop good working relationships and workflows with other operational departments that impact claims processing.
- Evaluate overall performance of the team as well as individuals. Coach and counsel team members both individually and together towards improved performance.
- Review job performance and provide direct feedback related to performance and success for each direct report.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Team Leader Supervisor
Onyx Insurance Company
Miami
12.1989 - 12.2001
- In evaluating department procedures and workflow regularly to identify opportunities for improvement.
- Identify trends and partner with support team and management to make recommendations to improve operational performance.
- Provide guidance and manage multiple stakeholders in the management of complex claims.
- Review job performance and provide direct feedback related to performance and success for each direct report.
- Evaluate overall performance of the team as well as individuals.
- Coach and counsel team members both individually and together towards improved performance.
- Develop good working relationships and workflows with other operational departments that impact claims processing.
- Manage, investigate, evaluate and negotiate moderate to high exposures, complex coverage and liability claims resulting from automobile accidents.
- Communicate with insureds, claimants, witnesses, police and other parties in order to gather information regarding coverage and liability.
- Identify fraud indicators for special investigation referral.
- Recognize recovery opportunities regarding subrogation and salvage.
- Recognize excess exposures and effectively communicate verbally and in writing to all parties.
Claim supervisor
Ascendant Commercial Insurance
Miami, Flor
- Supervised claims processing team to ensure timely and accurate claim resolutions.
- Trained staff on company policies and claims management systems for improved performance.
- Reviewed complex claims to determine eligibility and compliance with insurance regulations.
- Managed workflow of claims assignments to optimize team productivity and efficiency.
- Performed quality assurance reviews on claims submitted by staff to ensure compliance with company standards.
- Negotiated settlements between claimants and insurers when necessary to resolve disputes quickly.
Education
Associate of Arts - Business Administration And Management
Briarcliffe College
Miami, Florida Skills
- Extensive Property Damage knowledge
- Bilingual: Fluent in both English and Spanish
- Negotiation skills and coverage investigations
- Performance management
- Adjuster license in Texas
- 6-20 all lines license in Florida
- Texas, Georgia, Pennsylvania, Massachusetts, Alabama
- Excellent ability to prioritize tasks
- Superb time management skills
- Creative and flexible thinker with the ability to generate and implement solutions
- Skilled in Windows, Excel, Word, Osis Software, Silvervine, Dot Claims Systems, Image Right, Software, Guidewire, Powerpoint, Outlook, Google sheets, Gmail
Education and Training
other
Languages
Bilingual: Fluent in both English and Spanish.
Timeline
Serious Injury Litigation Supervisor
United Automobile Insurance Company
04.2025 - Current
Claims Manager
Embark General Insurance Company
03.2020 - 11.2022
Claims Supervisor
United Automobile Insurance Company
12.2001 - 05.2011
Team Leader Supervisor
Onyx Insurance Company
12.1989 - 12.2001
Claim supervisor
Ascendant Commercial Insurance
Associate of Arts - Business Administration And Management
Briarcliffe College