Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Claudia Lugo-Dowell

Sahuarita

Summary

Dedicated team player adept at managing customer service and claims processing for policyholders. Looking for a long-term position with a growth-oriented company. I am a positive and reliable professional with a detail-oriented and systematic approach bringing 9 years of related experience.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Claims Resolution Adjuster

Allstate Insurance
10.2023 - Current
  • Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
  • Leveraged strong negotiation skills to resolve claim disputes, resulting in favorable settlements for both the company and policyholders.
  • Contributed to team success by participating in regular training sessions, sharing best practices, and helping other adjusters with claim questions.
  • Responded to emails promptly.
  • Submitted payments and settlements for policyholders, claimants, body shop, and vendors.

Claims Representative

GEICO
08.2022 - Current
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Verified details with policyholders and requested additional information.
  • Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
  • Conducted interviews with parties involved
  • Investigated liability and advised all parties involved of decision
  • Filed new losses
  • Reviewed documentation and accounts to gain full picture.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Prepared and reviewed insurance-claim forms and related documents for completeness.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation

Reissue Specialist

GEICO
05.2019 - 08.2022
  • Assisted policyholders with restarting their cancelled policies
  • Identified needs of customers promptly and efficiently.
  • Processed payments
  • Participated in ongoing training and compliance activities.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Retention Customer Service Representative

GEICO
02.2018 - 05.2019
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed policies and provided advice on money saving options

Customer Service Representative

GEICO
03.2014 - 02.2018
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Answered inbound calls, and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted policyholders with making changes to their auto policies such as adding drivers, removing drivers, adding coverage, removing coverage, explaining coverages, and changing addresses
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Used proven techniques to de-escalate angry customers during telephone interactions.

Education

Some College (No Degree) -

Pima Community College
Tucson, AZ

Skills

  • Coverage determination
  • Bilingual (English and Spanish)
  • Policy knowledge
  • Accident review
  • Documentation skills
  • Background in insurance
  • Insurance terminology
  • Regulatory compliance understanding
  • 46 wpm Typing Speed
  • Customer Service
  • Microsoft Office
  • Creative Thinking
  • Reliable and Punctual
  • Self-Motivated
  • Multitasking and Prioritization
  • Problem Solving
  • Flexible and Adaptable
  • Attention to Detail
  • Service-Oriented

Certification

Adjuster Licenses

  • Arizona 17255220
  • Wyoming 594670
  • Texas 3130706
  • Louisiana 934130
  • Oklahoma 3001292140
  • New Mexico 17255220

Timeline

Claims Resolution Adjuster

Allstate Insurance
10.2023 - Current

Claims Representative

GEICO
08.2022 - Current

Reissue Specialist

GEICO
05.2019 - 08.2022

Retention Customer Service Representative

GEICO
02.2018 - 05.2019

Customer Service Representative

GEICO
03.2014 - 02.2018

Some College (No Degree) -

Pima Community College

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Claudia Lugo-Dowell