         CLAIMS SERVICE MANGER       Professional Summary    Service-oriented  manager  who delivers high quality customer service by accurately assessing client needs and recommending the most useful policies and products.  Excellent investigation and attention to detail skills.       Skills          Property insurance  Report development  Critical thinking  Project planning  Types  [Number]  WPM              Work History     05/2014   to   Current     Claims Service Manger      Company Name   –   City  ,   State             11/2005   to   10/2008     Associate Claims Adjuster      Company Name   –   City  ,   State          04/2012   to   05/2014     Casualty Auto Adjuster II      Company Name   –   City  ,   State      Investigates, evaluates, negotiates and adjusts moderately complex auto claims presented by or against our insured to confirm coverage, Determine legal liability and equitably settle/defend in compliance with all state regulatory requirements.  Works under limited supervision to Perform work assignments and problem resolution.  Recognizes life events, understands member's needs and provides advice in order to Deliver appropriate solutions to members.  Accomplishments Provides AUTO/CASUALTY claims service via internal channels (phone/email/fax/mail/other electronic channels) to members and third-party customers.  Adjusts moderately complex auto claims.  Severity of claims includes soft tissue losses involving neck injury, back injury, and PIP/Med Pay.  Acquires and applies intermediate knowledge of P&C insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures.  Collaborates with team members to resolve issues and to identify appropriate issues for escalation.  Partners and/or directs vendors and internal business partners to facilitate claims resolution.  Contributes to business goals, performance metrics and effectively uses tools & technology.  Supports workload surges and/or Catastrophe Operations as needed to include working significant overtime during designated CATs.  USAA Internal Catastrophe Unit- Property Hurricane Katrina Hurricane Irene Super Storm Sandy.        08/2004   to   09/2004     Auto Adjuster      Company Name   –   City  ,   State      Investigate, adjust and settle, complex  auto, mobile home, boat, and motorcycle claims Maintained diary management for field inspections Completed inspection appointments within the CAT database Triaged damage for proper handling Schedule tow appointments and salvage appointments for customers Issued payments for proper closing Set up hard files for proper documentation and storing.        07/2001   to   12/2004     Claim Representative      Company Name   –   City  ,   State      Investigate, adjust, and pay claims in a call center environment.  Consistently provide and demonstrate superior customer service.  Handle and process calls in a detailed and accurate manner.  Complete coverage investigations to ensure proper coverage and limits applied Interpret policy information to provide coverage for glass damage Take recorded statements Adjust and determine liability Negotiate with glass shops and vendors in order to obtain a fair and reasonable price.        04/2001   to   10/2008     Associate Claims Adjuster-Settle Loss      Company Name   –   City  ,   State          12/2004   to   05/2005     Immediate Response Unit Representative      Company Name   –   City  ,   State           Education     Current     Master of Science  :   Criminal Justice     Sul Ross State University   -   City  ,   State          1 2011     BA  :   Criminal Justice Sociology     Our Lady of the Lake University   -          Criminal Justice Sociology Minor in  Sociology         1 1998            Eagle Pass High School   -         Courses include: Criminal Law, Criminal Investigations, Theories of Criminal Justice, Corrections,
Crimes against Children and Adults, Tort and Liabiity      2011     Bachelor of Arts  :   Criminal Justice     Our Lady of the Lake University   -   City  ,   State          2011     Internship  :   Medical Death Investigations     Bexar County Medical Examiners Office   -   City  ,   State    Assisted the on-duty Bexar County Medical Investigator with the collection of information pertaining to scene investigations, interview of witnesses, physicians, police officers and relatives Scene photographs and intake photographs for morgue check-in or out Evidence collection from scene investigations Log and count medications Office duties that include faxing medical records, police reports, answering telephones and delivering reports to the Medical Examiner.United Services Automobile Association Auto Claim Adjuster II- 1st Party Injury.       Affiliations    Student Associate Member of the Association of Certified Fraud Examiners.      Certifications     TX Casualty and Property License      Skills    C, call center, closing, contracts, CPT coding, Criminal Justice, customer service, database, documentation, email, fax, faxing, insurance, ISO, Law, Legal, Lexis Nexis, Medical billing, Access, Excel, mail, Office, outlook express, PowerPoint, Works, police, problem resolution, processes, fluent in Spanish, supervision, telephones, phone      Additional Information      "John's outstanding client focus has led our USA Bank branch to outperform others and surpass annual profit goals." - Henry Adams, Financial Manager, USA Bank     