Nicole Reese
Marietta
Summary
Catastrophe Inside Resolution Specialist with extensive experience in managing complex claims and achieving service excellence. Recognized with Circle of Excellence awards in 2022 and 2023 for outstanding performance. Expertise in Symbility and Xactimate, combined with strong relationship-building skills, contributes to high client retention rates. Demonstrated ability in conflict resolution and negotiation, ensuring effective communication and problem-solving in all interactions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Catastrophe Inside Resolution Specialist II
Liberty Mutual/Safeco
08.2021 - 11.2024
- Managed active desktop during high and low volume waves.
- Exceeded company metrics consistently through diligent performance.
- Delivered exceptional customer experience, regardless of claim complexity or outcome.
- Handled moderate to severe complexity claims with minimal supervision.
- Investigated and evaluated loss facts, insurance policies, and damages to determine coverage.
- Explained coverage details and assisted policyholders with damage itemization and living arrangements.
- Identified suspicious losses and recommended referrals to Special Investigations Unit as necessary.
- Recognized as Circle of Excellence Winner for 2022 and 2023.
Team of Experts
T-Mobile
12.2020 - 03.2021
- Manage customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Assist customers in billing, account changes, troubleshooting issues, new product information and complaints using multiple systems
- Promptly record thorough notes on actions taken for every call
Claims-Adjuster II Liability Determination Unit (LDU)
Allstate Insurance Company
01.2019 - 11.2020
- Managed end-to-end claim handling for Auto Liability and Comprehensive Property Liability.
- Investigated moderate to complex claims, determining liability and coverage accurately.
- Identified suspicious claims, referring them to SIU for further investigation.
- Recognized opportunities for third-party subrogation to recover costs.
- Simultaneously managed multiple cases, ensuring timely resolution.
- Analyzed police reports and conducted phone interviews with accident victims.
- Trained and mentored new hires on systems and policy coverage effectively.
- Negotiated settlements with claimants and third-party carriers to achieve favorable outcomes.
Commercial Lines Customer Service Representative
Progressive Commercial Auto Insurance
07.2018 - 01.2019
- Client Relationship Management
- Professional standards and courtesy are met and exceeded to ensure high retention and customer satisfaction
- Ability to analyze and problem solve with limited input or with input from group
- Provide accurate quotes to Agents and Insureds
- Trouble shoot any issues with online quotes for Agents along with any product information needed
Workplace Investors Services and Education
T. Rowe Price
10.2017 - 05.2018
- Delivered accurate mutual funds and securities information to investors independently.
- Executed client trade orders, including redemptions, exchanges, and transfers, while maintaining account details.
- Conducted daily research to resolve complex issues and implement effective solutions.
- Processed all paper transactions in compliance with FINRA guidelines.
- Performed reconciliations, processed wire transfers, journal entries, and vouchers to support financial operations.
- Assisted management in identifying and managing financial risk effectively.
Assistant Manager/Collector
Venton Management
06.2014 - 09.2017
- Conducted outreach marketing activities regularly, securing qualified prospective residents.
- Managed client relations, overseeing billing, operations, and rent collection throughout tenancy.
- Exceeded professional standards and courtesy to enhance customer satisfaction and retention.
- Reviewed and directed marketing strategies to attract qualified tenants effectively.
- Maintained accuracy of information in proprietary software systems.
Education
Some College -
Saddleback College
Mission Viejo, CASkills
- Licensed claims adjuster
- Interpersonal skills
- Analytical decision-making
- Service excellence
- Reliability under pressure
- Adaptability and learning
- Relationship management
- Estimating with Symbility and Xactimate
- Administrative software proficiency
- Problem-solving abilities
- Organizational skills
- Written communication
- Verbal communication
- High retention rates
- Team collaboration
Certification
Current adjusters license in all states
Timeline
Catastrophe Inside Resolution Specialist II
Liberty Mutual/Safeco
08.2021 - 11.2024
Team of Experts
T-Mobile
12.2020 - 03.2021
Claims-Adjuster II Liability Determination Unit (LDU)
Allstate Insurance Company
01.2019 - 11.2020
Commercial Lines Customer Service Representative
Progressive Commercial Auto Insurance
07.2018 - 01.2019
Workplace Investors Services and Education
T. Rowe Price
10.2017 - 05.2018
Assistant Manager/Collector
Venton Management
06.2014 - 09.2017
Some College -
Saddleback College
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