I work alongside my wife helping small businesses build their brand and story through several strategies and approaches such as website/graphic design, social media marketing and storytelling. Officially joined as full-time co-owner in May 2021.

Specialized and took advantage of experience in previous position to coach, monitor and train other claims adjusters seeking assistance on matters related to auto claims. Made note of trends across department to report to management for efficiency, submitted data on various aspects and curated a database of knowledge-based topics that the department used for educational purposes.

Created first notices of loss for automobile accidents, investigated facts to determine liability and negligence for involved parties and discussed and walked clients through the claims process from beginning to end. Also tendered payments for repairs once estimates were approved, negotiated liability with other insurance providers and identified possible fraudulent behaviors based on evidence provided. Handled large volumes of claims as a result of catastrophic events such as flooding, hurricanes and blizzards throughout the entire country.

Tasked to take reports of new automobile accidents, gathering the facts of loss to determine liability when able and verifying injuries for all parties involved. Also handled the repairs of vehicles or property affected by claim for both policyholder and claimant when applicable, and handled file to completion for non-injury, non-disputed claims. File handling included outbound calls to parties involved, other insurance companies and body shops when needed.

Tasked with managing a team of 12-to-16 representatives by monitoring their metrics, meeting them on a weekly basis and coaching them with both positive and constructive feedback. Other responsibilities include taking escalated customer service calls, account reconciliation, promptly relaying system outages or issues to the client and ensuring that all agent’s time cards and payroll are accurate and approved under Kronos.

Prioritized in taking escalated customer service calls and account reconciliation, servicing the call floor by answering representative’s questions and reporting system issues to Team Managers.

Trusted with assisting customers in all of their banking needs, such as financial transactions, account opening/closing and balance inquires with a focus on excellent customer service and professionalism.

Tasked with managing cash transactions, handling customer check-outs, opening store credit cards, organizing merchandise, assisting customers with navigating store and processing returns from fitting room.