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Senior Casualty Representative Resume Example

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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Results Driven Insurance Industry Leader

Compassionate and empathetic professional that guides policyholders through the claims process after a traumatic event. Superior industry knowledge that can work well with customers, internal teammates and outside parties. Proven record of producing high quality work with outstanding soft skills. Previous management experience and former D1 athlete with a tremendous work ethic coupled with a fun, competitive spirit that thrives on surpassing goals.

Notable Accomplishments
  • Nominated and selected into the competitive Severn Leadership Group program focused on developing leaders committed to serving others, with monthly weekend meetings, "evenings of conversation," and individual coaching sessions with a Senior Fellow/Mentor, further growing and enhancing skills to build and lead an exceptional mission-focused team pursuing excellence.
  • Initiated and created a "Home Liability Training" program to address gaps in knowledge, presenting to groups of over 10 on multiple occasions - including by invitation due to the positive reputation of the material, helping build confidence and improve the knowledge base of new and current reps.
  • Created a training deck and presented on "Commercial Liability Training" to address knowledge gaps and enhance confidence for a growing number of new hires on a 16 member team.
  • Invited to speak on Property and Liability Resource Library at Integrity Insurance due to outstanding public speaking and training skills, helping others further understand a complicated topic and resource.
Areas of Expertise

Word | Excel| Power Point | Guidewire | Legal Exchange | Change Management | Analytical Thinking | Customer Service | Motivational Leadership | Organizational Development | Administration | Coaching & Mentorship | Auto, Home & Commercial Policies | Litigation | Insurance Industry | Supervision & Management | Process Improvement | Training & Delivery | Arbitration | Claim Evaluation | Negotiation | Auditing | Servant Leadership | Slip & Falls | Food Liability | Commercial Auto | BOP & Commercial Liability Policies & Endorsements | Forecasting

Career History
12/2019 to Current Senior Casualty Representative Jackson National Life Insurance Co Inc | Chicago, IL,

Responsible for adjusting all levels of automobile and homeowner casualty claims after Integrity was acquired by AMFAM in December 2019. Assigned 1 claim file per day with 1-4 injury claims with authority of up to $30k.

  • Investigate, gather necessary documentation, identify and manage appropriate reserves, negotiate and deliver timely settlements of claims, ending 2020 with 149 claims pending and:
  • 3% above Closing Ratio Goal
  • 6.6% above Reserve Audit Goal
  • 2.3% above Calls Answered Goal
  • Hitting Calls Answered Live Goal
  • 5.8% above Reserving Goal
  • Helping overall team exceed final score goal by 19%
  • Identify and research process/procedure gaps and develop plans to address. Act as subject matter expert and develop less experienced representatives.
  • Led Home Liability Training, May 2020.
  • Selected to serve as an intercompany Arbitration Panelist, making decisions on claim disputes between other insurance carriers.
01/2019 to 12/2019 Senior Casualty Representative Integrity Insurance | City, STATE,

Investigated, evaluated, negotiated and resolved high-level commercial and personal lines claims of larger value, focusing on claims of over $1M+ and umbrella policies of another $1M to $4M in coverage.

  • Received 1-2 claims/day and handled a pending average of 225 claims, with less than 5% going to litigation.
  • Nominated by supervisor and selected as a "Change Ambassador" with other Grange and Integrity Associates to help navigate the change of companies and new claim system. Met once per month and conducted training on managing through change. Assisted new team members with technology and resources.
  • Integral part of S.W.O.T. Process Improvement Team. Created and implemented measuring claim volume. Collaborated on suggestions to manage workload, discovering trends on the amount of claims and two systems used to influence needed additions to staff and training.
02/2012 to 01/2019 Casualty Supervisor Ameriprise Auto & Home Insurance | City, STATE,

Managed and supervised a team of up to 10+ Casualty Representatives handling auto bodily injury, home liability, property and injury claims across the nation with claim reserves of over $14 million. Drove a team that was below goal to improve above goal through exceptional mentorship and training.

  • Entrusted with authority to pay up to $75k on claims before seeking approval.
  • Trained 5 new hires and provided state specific legal updates to team.
  • Developed 5 employees for promotion to Supervisors and 2 employees for promotion to Litigation.
  • Led team to exceed closing ratio in Casualty department in 2016, 2017 and 2018.
  • Employee Satisfaction Committee Management Liaison for Litigation and Casualty departments, 2012-2015.
  • Involved in Casualty KPI, helping establish standardized goals and scorecards to measure performance.
  • Participated in AIM BI Severity Analytics project to help determine which key words to data mine so management had oversight on serious claims ASAP and accurate proper reserving.
  • Presented at department Negotiations Training, 2016.
05/2007 to 02/2012 Litigation Specialist Ameriprise Auto & Home Insurance | City, STATE,

Promoted from Litigation Examiner to Litigation Specialist in 2011 due to outstanding performance.

  • Managed bodily injury, home liability, PIP and property damage claims in litigation.
  • Exceeded expectations with claim closing ratio, customer service and leadership skills.
  • Assigned appropriate defense counsel and managed litigation in a cost-effective manner.
Leadership Training & Insurance Certifications
  • Severn Leadership Group Program, 2021 to present
  • Society of Claims Law Associates (S.C.L.A.)
  • Associate In Claims (A.I.C.)
  • Insurance Property Casualty License
  • Vale National Training Center Dwelling Damage Estimating
Education
Expected in Bachelor of Arts | English & Public Relations Valparaiso University, , GPA:

Division 1 Softball Player and Vice President of Pi Beta Phi Sorority

Community Service
  • Green Bay Community Church, 2013-2020
  • Softball Coach, Green Bay Optimist League, 2009-2013
  • Community Blood Bank Donor, 2019-present
Public Speaking & Leadership Involvement

Green Bay, WI Toastmasters

  • “Leading Voices” Ameriprise Corporate Club, 2011-2016
  • President, 2013-2014 and V.P. of Membership, 2012-2013
  • Designations: Competent Leader, 2013; Competent Communicator, 2014; and Advanced Leader Bronze, 2014
Sales & Marketing Experience

Color Street Nails, 2021-present

Demonstrated success in sales, marketing, follow-up, creativity, networking and small business experience, hitting sales goals and exceeding prior revenue each month.

Testimonials

"Thank you for consistently exemplifying the core behaviors of accountability, caring, innovation, being inclusive, courageous and teamwork on a day to day basis." 2020 Performance Review

"I could not have asked for a better claims agent. She is a credit to your company." former Claimant, 2021

"I want to take a moment to thank you for your kindness, patience and guidance through this difficult time...I appreciate all you did for me throughout the past 10 months." former Claimant, 2021

"Thank you for your professionalism and prompt claims handling this matter." former Plaintiff's Attorney, 2021

Let's Connect and Network! Please visit www.linkedin.com/in/jessica-pagel-24901238

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Resume Overview

School Attended
  • Valparaiso University
Job Titles Held:
  • Senior Casualty Representative
  • Senior Casualty Representative
  • Casualty Supervisor
  • Litigation Specialist
Degrees
  • Bachelor of Arts

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