Susan DeAvila
Chicago
Summary
Efficient Bilingual Claims Assistant with background in managing claims procedures, coordinating with insurance providers and delivering customer-focused service. Strengths include strong knowledge of claim processing protocols, negotiation skills, ability to multitask, and proficiency in industry-specific software. Displayed capacity to improve efficiency of claims process and enhance customer satisfaction in previous roles.
Overview
11
11
years of professional experience
Work History
Claims Representative
AmTrust North America
Chicago
10.2021 - Current
- Gather information and documentation such as witness statements, police and location investigation, photographs, appraisals/estimates of damages
- Determine the appropriate appraisal channel to utilize based on the facts of the case
- Calculate the number of rental days needed and work with repair and rental facilities to manage the amount of time
- Understand and comply with state requirements with written/oral communication, liability, and the rules of the road
- Determine when a vehicle is a total loss and ensure successful transition to Total Loss team after securing pertinent information
- Coordinate with Core claim handling team on claims involving property damage and bodily injury
- Manages time and diary entries effective and efficiently, prioritizing work in a fast-paced environment
- Establishes reserves based on estimating most likely outcome of a claim based on the facts for the case and company standard
- Effectively settles and negotiates non-litigated claims
- Investigates the claim or coverage by making timely and appropriate contact with involved or interested parties including but not limited to the insured or employer representatives, claimant, witnesses and producers
- Drafted statements of loss to summarize payments, underlying policy coverages and damages.
- Processed payments for approved claims within specified time frames.
- Prepared detailed documentation supporting all activities related to each claim processed.
Supervisor, Clerical
AmTrust North America
Chicago
02.2020 - 10.2021
- Manage a team of 6 claim assistants, effectively coordinate and/or direct work assignments to clerical staff, anticipate the needs of the technical staff/managers, and ensuring compliance with established company standards
- Recognize great work and create employee engagement daily
- Establish and execute controls to assure that the quality of the work meets or exceeds standards
- Recruit, hire and recommend or initiate promotions, transfers and disciplinary action
- Manage personnel administration including employee evaluations and salary administration
- Manage the development and training of subordinates
Claims Assistant Team Lead
AmTrust North America
Chicago
06.2017 - 02.2020
- Provide direction, instructions and guidance to a group of four individuals
- Manage the workflow of day-to-day operations, delegate tasks and set deadlines
- Help with training, development and motivate team members
- Create team schedule to ensure appropriate coverage of work activities and lunch breaks
- Identify practices, which are working and not working; make recommendations to the Clerical Supervisor
Administrative Assistant
AmTrust North America
Chicago
12.2013 - 06.2017
- Assist examiners in contacting insured's or other involved persons to obtain missing or incomplete information
- Provide customer service, such as giving limited instructions on how to proceed with claims, completing timely and accurate responses to customer inquiries and resolving minor complaints, which arise during the claims handling
- Perform data entry functions (claim checks, claim file updates, forms, form letters, electronic interfaces, etc.) as directed by claims adjuster or supervisor
- Receive and return telephone calls as directed by claims adjuster
- Perform general maintenance of claims documents in the claim files
Education
Associate of Arts - Business Administration
University of Phoenix
Schaumburg, IL01.2014
Skills
- Bilingual in Spanish
- Proficient verbal and written communication
- Microsoft Office Suite
- Non standard auto
- Commercial Liability multi-line support
- Claims investigation
- Total loss management
- Customer service
Qualifications Summary
Dedicated and focused Bilingual Claims Assistant/Executive Assistant with 13 + years' experience in the Insurance industry providing diverse administrative and technical support. Committed to superior customer service, internal and external. Seeking a role to implement earned skills and knowledge to achieve and excel business goals with increasing responsibility and authority.
Timeline
Claims Representative
AmTrust North America
10.2021 - Current
Supervisor, Clerical
AmTrust North America
02.2020 - 10.2021
Claims Assistant Team Lead
AmTrust North America
06.2017 - 02.2020
Administrative Assistant
AmTrust North America
12.2013 - 06.2017
Associate of Arts - Business Administration
University of Phoenix