Provides administrative support to two leadership executives (agency owners) and manages a client book of 2K+ clients and prospects.- Compile daily reports regarding client and prospect requests where I then provide strategic counsel to the agency owners regarding solutions and opportunities to increase new business.Partnered with the IT team to implement new operating systems and deploy training materials to agents.- Manage and resolve all business & client requests that include but not limited to billing, invoicing, underwriting and policy inquiries. - Created and implemented a comprehensive knowledge base of self-service documentation for prospects and clients using Hubspot which helped reduce call volumes by 50%.- Increased operational efficiency by designing email automation workflows for lead capture, outreach, and follow-up. - Onboard and train new agents on our company CRM and overall processes.- Coordinated client & corporate meetings, seminars & remote training sessions which includes drafting agendas, recording meeting notes, and distributing recaps.

Negotiated equitable resolutions for auto claims.-Managed multiple cases until file closure simultaneously, which included tracking and documenting claims activity through daily, weekly & monthly diary management as well as communicating claim statuses to all parties involved. -Served as a customer advocate where I explained policy regulations, contract exclusions, and coverage details to the insured to ensure fair and equitable settlement for all parties.Consistently settled total loss claims and processed the appropriate paperwork ahead of schedule where I exceeded recovery targets every month.

Recovered GEICO revenue spent on behalf of policyholders through negotiation, arbitration, mediation, and litigation. -Exceeded monthly goals by recovering on average $150,000 in monthly recovery targets. -Collaborated with the management team to develop and implement new weekly and bi-weekly diary procedures to increase team efficiency.-Audited open & closed cases along with identifying any missed subrogation opportunities to help drive and increase recovery results.- Attended & settled 10 monthly arbitration hearings where I independently evaluated and resolved disputed liability claims.

Tested and rated the quality of various company-wide tools and software.-Participated in monthly testing of new and updated company software to determine if programs work smoothly without bugs.-Compiled detailed briefs to the QA Engineers outlining defects, results, and recommendations to improve software prior to company-wide implementation. -Assisted with creating and refining training materials regarding new software releases and project management tools.

Served as the intermediary between insurance companies and customers to determine the validity of claims.-Broke the claims floor record by achieving 0 seconds between processing “next in line” queued calls.- Identified and annotated possible fraudulent claims which I would then submit to the special investigations unit for closer inspection and monitoring.-Investigated, resolved & closed non-disputed liability claims within Western region states while abiding by states specific statutes.

Developed positive customer relationships through friendly greeting and excellent service.- Expert familiarity with FDCPA (fair debt collections practices act) to resolve, negotiation and collect on past due debts.- Exceeds in weekly, bi weekly and monthly collection goals.- Resolved disputes in past due debts with first party clientele.