Deidre Williams
Marietta
Summary
Qualified Claims Representative versed in investigating claims, verifying information and managing settlements. Friendly and upbeat team player with organized and disciplined approach. Offering 11 years of insurance experience.
Overview
17
17
years of professional experience
Work History
Catastrophe Claim Representative
State Farm Insurance Company
09.2011 - Current
- Resolves a large volume of claims in an in-office environment through investigation, evaluation, negotiation, verification of coverage, legal liability and extent of damage to property.
- Handle claims that may require collaboration/ coordination of physical inspections with other claim handlers.
- Prepares and/ or reviews property estimates and contests estimate in loss settlements.
- Handle complex assignments to include coverage issues, policy analysis and assignments requiring specialized knowledge which includes but is not limited to claims involving complex litigation and alternative dispute resolution.
- Acted as a resource to peers by providing advice, feedback, and technical expertise related to managing inventory, using Xactimate, Xactcontents, and Enterprise Claims System.
Demonstrating teamwork, customer focus and leadership skills within the team resulted in increased proficiency and improved levels of customer service. - Partnered with legal counsel on litigation cases.
- Fulfill state licensing and continuing education requirements.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Researched claims and incident information to deliver solutions and resolve problems.
State Farm Payment Account Representative
State Farm Insurance Company
12.2010 - 09.2011
- Set up and updated customer accounts with interactions, payments and personal information.
- Explains complex billing notices, including use of account breakdown memos or other original correspondence as needed.
- Generated and mailed updated statements.
- Responsible for completing and/or handling of bills, payments, remarks, review slips and master record messages.
- Maintains, matches and stores cancellation notices, where required by state law.
Customer Service Representative
State Farm Insurance Company
07.2007 - 12.2010
- With knowledge of the company's products and services, asked open-ended questions to understand and address the customer's the needs.
- Provided an elevated customer experience to generate a loyal clientele and promoted the company's products and services.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Directed calls to appropriate individuals and departments.
- Used established procedures, scripts, and screens.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Arts - Psychology
University of North Florida
Jacksonville, FL05.2007
Skills
- Diverse customer service experience
- Proven performance in a demanding, multi-functional office environment
- Strong estimate writing skills using Xactimate, ClaimsX and other virtual estimating tools
- Highly motivated individual; works well as an individual while in a team setting
- Experience scoping the loss, writing an estimate, and managing loss
- Receptive to change and adapt easily to new endeavors
- Knowledge of homeowner property policies and endorsements
- Excellent verbal, written, organizational and communications skills
Timeline
Catastrophe Claim Representative
State Farm Insurance Company
09.2011 - Current
State Farm Payment Account Representative
State Farm Insurance Company
12.2010 - 09.2011
Customer Service Representative
State Farm Insurance Company
07.2007 - 12.2010
Bachelor of Arts - Psychology
University of North Florida
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