NIGEL JOHNSON
PHOENIX
Summary
Dedicated claims professional with a history of meeting personal and company goals while utilizing consistent and organized professional practices developed over 8 years. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand, mission and member experience.
Overview
7
7
years of professional experience
Work History
Rack Associate
Petsmart
04.2022 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions under very minimal supervision.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Documented order updates by inputting data AS400 system.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Moved products using forklifts and other equipment, consistently meeting challenging performance goals in busy and productive environment.
- Recorded information, shortages and discrepancies to keep records current and accurate.
Care/Outreach Navigator
Terros Health
02.2021 - 04.2022
- Assisted members with social determinants of health and linked to appropriate community resources.
- Coordinated individual referrals to obtain community services, advocated for clients and resolved roadblocks by acting quickly and found solutions for their immediate and future needs.
- Worked with patients to ascertain any immediate concerns, performed STI testing, and educated patient on safe-sex practices, routine testing and ways to stay vigilant and proactive.
- Traveled to street venues, bars and events to conduct various types of tests and community-based outreach and education.
- Counseled and mentored clients on substance use, life choices and treatment options.
- Facilitated on and off-site activities, support groups and outings for clients utilizing company vehicle(s) for 80% travel.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles. (AZ Phlebotomy Certified 04/2021)
- Labeled transfer tubes and followed exact directions for handling, storing and transfer of specimens to Maricopa Department of Public Health.
Auto Claims Adjuster
USAA
01.2019 - 07.2020
- Investigated, evaluated and negotiated low to moderately complex claims presented by or against insureds to confirm coverage, and determine legal liability while maintaining compliance with all state regulatory requirements.
- Worked under minimal supervision to complete daily task list as well assist with team task list and any CAT related incidents, needs and or/overflow during peak claim seasons.
- Recognized real life events, while understanding member's needs and providing advice to deliver appropriate solutions to member during time of loss.
- Secured recorded or written statements as appropriate and reviewed questionable claims by conducting interviews to correct omissions and potential errors.
- Provides claims service via internal channels (phone/fax/email/mail) to members and third-party customers.
- Identified suspicious claims and any fraudulent activity escalating issues to SIU for further investigation, analysis and direction.
- Examined photographs and surveillance and any other documents relating to claims.
- Acquired and applied basic knowledge of Property & Casualty insurance and the USAA claim handling process and procedures for all 50 US states.
- Partnered with and/or directed vendors and internal business partners to facilitate claims resolution.
- Contributed to business goals, performance metrics, and effectively used tools & technology to streamline the claims process.
- Issued payments for repairable vehicles throughout life of claim as well appropriately handled total loss settlements payments for non-repairable vehicles.
- Negotiated and conveyed claim settlements within authority limits.
- Initiated denial letters, Reservation of Rights and other complex correspondence.
- Properly assessed extent of damages and managed damages through proper usage of cost evaluation tools.
- May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed.
- Supported workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events.
Phone Banker III
WELLS FARGO BANK
09.2016 - 01.2019
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot while assisting customers daily with their every day consumer accounts (checking, savings, credit, etc.).
- Processed fraudulent ACH and card claims for impacted customers and advised of full claims process and time frames, while researching and documenting any suspicious activity, fraudulent patterns or trends.
- Advised client if their banking information or online access had been compromised, while providing immediate options, protections and resolutions to secure account and provide peace of mind.
- Replaced lost, stolen or compromised cards to ensure customer confidentiality and security by following company security procedures for authenticating virtually as well as offered alternative options for customer to access their funds during processing timeframe.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination and educated clients on ways to protect their information and avoid scams and theft in the future.
- De-escalated tense situations while finding new ways to build rapport and leave memorable impressions and positive experiences with Wells Fargo and their workforce.
- Offered additional financial services, products and features to better the customers understanding of banking and financial health.
- Handled daily average of 80 or more calls while meeting/exceeding phone handle time requirements and roles metrics.
- Assisted clients with wire transfers, stop payments and account transfers.
- Participated in weekly calibrations reviewing and scoring calls with management and peers to become more developed banker and provide superior customer service.
- Wrote and distributed customer correspondence, and used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained monthly metrics for QA (quality assurance) as well as customer experience feedback surveys.
Education
Some College (No Degree) - Fire Science
Maricopa Community Colleges - Phoenix College
Phoenix, AZ12.2015
High School Diploma -
Apollo High School
Glendale, AZ05.2015
Skills
- Analytical Thinking – Judgment/ Decision Making
- Communications Strategies/Witness Interview Skills
- Insurance/Banking Regulations and Compliance Knowledge
- Fraud Claims/Prevention, Patterns and Crime Detection
- Emergency Situations/Catastrophe Response
- Identifying Risks
Timeline
Rack Associate
Petsmart
04.2022 - Current
Care/Outreach Navigator
Terros Health
02.2021 - 04.2022
Auto Claims Adjuster
USAA
01.2019 - 07.2020
Phone Banker III
WELLS FARGO BANK
09.2016 - 01.2019
Some College (No Degree) - Fire Science
Maricopa Community Colleges - Phoenix College
High School Diploma -
Apollo High School
Similar Profiles
Andrew EdwardsAndrew Edwards
Manager at PetSmartManager at PetSmart
Aydan HarknettAydan Harknett
Sales Associate at PetSmartSales Associate at PetSmart
Katherine CarlsonKatherine Carlson
Customer Engagement Manager at PetsmartCustomer Engagement Manager at Petsmart