Sasha Sanders
Douglasville
Summary
Results-driven insurance claims professional with extensive experience in evaluating, negotiating, and settling bodily injury and liability claims. Proven ability to manage complex claim inventories, conduct thorough investigations, and collaborate with attorneys, policyholders, and external stakeholders to ensure timely and fair resolutions. Adept at interpreting policies, assessing damages, and identifying subrogation opportunities to maximize recovery. Recognized for exceptional customer service, strong analytical skills, and the ability to adapt swiftly to evolving business needs. A dedicated problem-solver committed to maintaining compliance with regulatory standards while delivering high-quality claim management solutions. Committed to enhancing team performance through effective collaboration and mentorship.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Claims Specialist - Intermediate
Progressive Insurance
10.2022 - Current
- Holistic review of claim coverage, liability, and injury details
- Successfully evaluate, negotiated, and settled represented bodily injury claims with attorneys, achieving resolution rate within target time frames while minimizing litigation risks.
- Communicated effectively with internal teams to resolve complex claims issues.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Referred high-risk and questionable claims to the Special Investigations Unit (SIU) or Claims Verification Team (CVT), reducing fraudulent claim payouts by 15%.
- Managed a high-volume caseload, handling all aspects of claim inventory, including documentation, diaries, mail, phone correspondence, and timely payment issuance, improving processing efficiency by 20%.
- Conducted thorough investigations into injury claims, assessing treatment needs for soft tissue injuries, fractures, concussions, and fatalities, ensuring 98% accuracy in claim evaluations.
- Delivered exceptional customer service by providing timely updates and resolutions, contributing to a 30% increase in customer satisfaction scores.
- Coached and mentored junior claims adjusters, leading to a 25% improvement in team efficiency and reducing error rates in claim handling by 20%
Claim Generalist - Intermediate
Progressive Insurance
08.2021 - 10.2022
- Optimized claims handling processes by ensuring timely contact with all relevant parties and coordinating vehicle inspections and repairs, reducing claim resolution time by 20%.
- Investigated and evaluated unrepresented bodily injury claims involving soft tissue injuries, fractures, and concussions, securing fair settlements and achieving accuracy rate in injury assessments.
- Negotiated and settled unrepresented bodily injury claims through proactive communication and early settlement opportunities, reducing litigation risk.
- Conducted in-depth interviews and gathered critical documentation from customers, agents, witnesses, and medical providers, improving claim investigation efficiency.
- Interpreted policies and assessed accident-related damages to ensure consistency with reported incidents, maintaining a 98% compliance rate with company and regulatory guidelines.
- Identified and referred subrogation opportunities, contributing to an increase in recovered claim costs and loss mitigation efforts.
- Collaborated with adjusters to assess damages and determine appropriate settlements.
Claims Generalist Associate
Progressive Insurance
02.2016 - 08.2021
- Utilized claims management software to track and update claim statuses.
- Streamlined claims assessment processes, ensuring timely contact with all relevant parties and optimizing the sequence of activities, leading to a reduction in claim resolution time.
- Conducted thorough investigations by interviewing customers, agents, and witnesses and analyzing police reports, ensuring 98% accuracy in claim determinations.
- Interpreted policies and analyzed gathered information to determine appropriate courses of action, maintaining compliance with company and regulatory guidelines.
- Negotiated settlements with customers and claimant carriers when full claim resolution was not possible, reducing litigation risk.
- Managed total loss claims, including execution of required paperwork, expediting resolution times and achieving a high customer satisfaction rating.
- Identified and referred subrogation opportunities, contributing to increase in recovered claim costs.
Operations Manager
Alorica, Inc
10.2013 - 04.2015
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Create and distribute SOPs ( Standard Operating Procedure) to Team Managers to distribute to representatives within company and client guidelines
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Assisted in recruiting, hiring and training of team managers.
- Trained and guided team managers to maintain high productivity and performance metrics.
Team Manager
Alorica, Inc
03.2012 - 10.2013
- Complete daily, weekly, and monthly administrative documentations to meet company deadline
- Resolving representatives' problems and concerns with customer's accounts
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Review and coach representatives on client expectations and company requirements to drive client and company metric goals
- Perform customer call backs to resolve escalated issues with accounts
Education
Bachelor of Arts - Movement And Sports Science
Purdue University
West Lafayette, INSkills
- Time management
- Decision-making
- Teamwork and collaboration
- Attention to detail
- Communication skills
- Insurance Law & Regulation
- Customer Service
- Negotiations
- Accident Investigation
- Multitasking Abilities
- Team building
- Claims investigation
Certification
- Six Sigma Certified, Yellow Belt, December 2013
Languages
English
Native or Bilingual
Timeline
Claims Specialist - Intermediate
Progressive Insurance
10.2022 - Current
Claim Generalist - Intermediate
Progressive Insurance
08.2021 - 10.2022
Claims Generalist Associate
Progressive Insurance
02.2016 - 08.2021
Operations Manager
Alorica, Inc
10.2013 - 04.2015
Team Manager
Alorica, Inc
03.2012 - 10.2013
Bachelor of Arts - Movement And Sports Science
Purdue University
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