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.
• 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.
• 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.
• 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

• 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.
• 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