Felton Brown Email & Phone Number

Dallas, Tx

• Awarded Claims Distinguished Performance based on role effectiveness and close rate, production grades, and mentorship; nominated by direct supervisor and selected by board of area leaders and regional manager • Work alongside policyholders, body shop representatives, and Allstate agents to successfully process upwards of 80 auto claims per month, resolving 70% of claims in a 7-day turnaround window without third-party support, consistently meeting or exceeding weekly production goals throughout Modes of Inspection changes • Coordinate with Certified Collateral Corporation (CCC) and independent appraisers, utilizing appropriate resources to identify and address coverage issues, subrogation, salvage, and potential fraud opportunities and achieve resolution• Mentor three assigned Claims Adjusters each year throughout tenure, facilitating weekly Continuous Improvement Training sessions to review methodologies for accurately evaluating conditions and efficiently processing claims • Gather pertinent vehicle information, including VIN numbers and options, to evaluate condition and assign value • Utilize closed loop feedback measuring fairness, effectiveness, and efficiency to advance continuous improvement efforts and increase proficiency in estimation, evaluation, and negotiation of 1st & 3rd auto claims• Received 14 Badges from internal clients for increased claim productivity and traveling to various geographic areas

• Selected for the Allstate Leadership Development Program and recruited to supervise team of 10 claims specialists; led team to maintain above average response rate by regularly coaching specialist on claims management best practices • Ranked within the top 70% of teams to meet or exceed established success metrics pertaining to production rates • Supported digitization of the appraisal process through customer-created photo packages, streamlining the estimation process by enabling appraisers to reduce travel time and increase production volume • Managed talent pipeline by recruiting, interviewing, hiring, and training claims specialists; coached and mentored team members to pursue selected career paths by identifying and developing key knowledge and skills • Communicated all Human Resources policies and guidelines to claims specialists in a timely manner

• Provided effective communication & customer service to all external and internal customers• Demonstrated proficiency in estimation, evaluation, and negotiation of 1st & 3rd Auto Claims• Identified and coordinated with appropriate claim resources on coverage issues, subrogation, salvage, and potential fraud opportunities to achieve final claim resolution• Worked closely with policyholders, automotive body shops, and Allstate agents to move claims to resolution• Assisted management by participating in the development of new field auto claims staff

San Leandro, Ca

• Formulated and performed all necessary direct repair programs (DRPs) for the top 8 insurance companies• Completed cost-benefit analysis to determine the financial feasibility of repairing cars while adhering to guidelines • Maintained strong relationships with vendors and insurance companies while assisting customers in restoring their vehicles to pre-accident condition; successfully maintained all accounts throughout tenure • Regularly received incentive bonuses due to 90% score on Customer Service Index for effectiveness and communication • Selected for leadership team to participate in management training as a result of high accuracy and turnaround rateo Assisted with training and developing new employees • Facilitated discussions on best practices to achieve superior customer results and drive continuous improvement

San Jose, California, United States

• Maintained strong relationships with vendors and insurance companies while assisting customers in restoring their vehicles to pre-accident condition• Completed cost-benefit analysis to determine the financial feasibility of repairing cars• Increased Gross Profit by 25% on $1.2 Million Revenue• Increased Customer Service Result 89% to 94%• Awarded Employee of the 2nd Quarter for January 2010

Bachelor'S Degree

Master Of Business Administration - Mba