⬧Manage an extensive portfolio of luxury high-end and complex commercial and personal property multiline claims across multiple regions by expertly handling catastrophic (CAT) and weather-related claims. Leverage advanced digital technology to virtually assess damages while significantly contributing to the Digital Adjusting Team goals and objectives and accurately scoping and estimating claims to ensure timely and precise settlements for high-value clients.⬧Collaborate with cross-functional teams, including inspectors, independent adjusters, engineers, and forensic accountants, to facilitate comprehensive claims investigations and ensure seamless processing.⬧Deliver exceptional customer service to support enhanced customer engagement and relations by promptly addressing inquiries, resolving concerns, and keeping clients informed throughout the claims lifecycle for complex cases.⬧Develop comprehensive training programs to enhance staff proficiency in system navigation, claims processing, and standard operating procedures. Created step-by-step guides and resources currently used department-wide to improve overall claims handling efficiency and to support team growth and performance.

⬧ Managed and interpreted a diverse portfolio of low- to mid-range commercial and personal property claims across 51 jurisdictions, skillfully determining coverage, liability, and settlement amounts. Demonstrated sound technical expertise by employing industry-standard estimating software to accurately assess damages, ensuring compliance with best practices while handling multiple claims simultaneously. ⬧ Conducted comprehensive investigations, collaborating with insured parties, attorneys, insurance carriers, contractors, engineers, and public adjusters to gather critical evidence and resolve claims. Delivered superior customer service by keeping insured parties informed throughout the process and providing clear explanations for claim decisions, including denials or suspensions, to enhance client satisfaction and transparency.

Protection, Medical Payments Coverage, & Transportation Network Claims) ⬧ Managed a high-volume caseload of up to 200 first-party auto injury claims, including non-attorney and attorney represented cases, while evaluating personal injury and medical payments coverage across multiple states. Conducted thorough investigations by collaborating with insured parties, physicians, attorneys, and insurance carriers while ensuring accurate claim assessments and timely payments under Personal Injury Protection (PIP) and Medical Payments Coverage (MPC). ⬧ Led and supervised a team of 15+ contract workers, providing guidance and support on complex claims. Utilized extensive knowledge of legal liability, state tort law, and case law to investigate PIP/MPC auto claims, including transportation network claims (TNC) for Uber and Lyft. Worked cross-functionally with other departments to flag potential fraud and other concerns while delivering clear instructions to claims associates to enhance efficiency.

⬧Expanded customer base and increased revenue growth by actively pursuing sales leads and business opportunities across the U.S. and parts of Canada, focusing on small and medium-sized businesses and mid-level corporate clients.⬧Conducted in-depth consultations with property managers and business owners to identify their specific telecommunications needs and delivered compelling, tailored sales presentations to secure new business.⬧Strengthened customer relationships by organizing events and conducting on-site building walk-throughs. Maintained up-to-date knowledge of market trends and competitive landscapes, proactively contacting clients with opportunities to upgrade or enhance their plans, increasing customer satisfaction and retention.

⬧Collaborated with management, leasing agents, and senior leadership to expand the company's multi-dwelling unit business by cultivating strong customer relationships and partnerships, driving engagement, and coordinating successful marketing events with key stakeholders and vendors.⬧Engaged with customers in company-contracted buildings to identify product and service needs, offering tailored solutions and successfully closing sales agreements. Made recommendations for bulk products to maximize customer satisfaction and cost efficiency and partnered with account executives to ensure all contractual obligations were met.

⬧Delivered exceptional customer service by providing personalized product and service recommendations through targeted consultations, addressed and resolved customer issues, and issued credits when necessary.⬧Demonstrated creativity and critical thinking to retain customers using strategic pricing and service solutions while consistently driving satisfaction and loyalty. Recognized for solid performance and selected to participate in the company’s prestigious management development program.

⬧Served as a critical resource in ensuring the management and coordination of the accuracy and completeness of customer agreements, identifying potential channel conflicts while adhering to internal processes, and playing a crucial role in maintaining order integrity for the smooth execution of educational telecommunications services.⬧Ensured a seamless flow of information to support account management activities by managing the preparation and submission of quotes, ROIs, proposals, and contracts for sales agents and regional managers. Prepared accurate and timely documentation for fiber, TV, data, and telephone service orders.