Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

NIGEL JOHNSON

PHOENIX

Summary

Dedicated professional with a history of meeting personal and company goals while utilizing consistent and organized effective practices developed over 8 years. Skilled in working under pressure, adapting to new situations, and taking on new challenges that best enhance the organizational brand, mission and member experience.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Rack Associate/Safety Ambassador

Petsmart Distribution Center
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.
  • Collaborated with departments to implement effective safety measures and mitigate workplace hazards.
  • Mentored fellow staff on best practices in safety procedures, fostering a culture of continuous improvement.
  • Created a positive safety culture by promoting open communication and proactive reporting of safety concerns.
  • Collaborated with management to develop and revise safety policies and procedures.
  • Recognized, documented, and advised on removal of hazards.

Catastrophe Property Claims Adjuster

Liberty Mutual
12.2021 - 04.2022
  • Exercised proper judgment and decision making to analyze over 40 claims per week.
  • Interacted with witnesses, claimants and third party vendors throughout claims process via phone, email and SMS texting.
  • Prepared reports of findings early within claim investigation, set reserve amounts and documented all relevant information immediately available while researching additional facts such as any recent claims, damages being claimed and overall facts of loss reported.
  • Carefully reviewed claim information to verify accuracy and avert fraudulent claims or misrepresentation by conducting interviews with claimants to clarify and verify mutual understandings of version of events or damages being submitted prior to finalizing coverage decision.
  • Coordinated and managed field investigations, outside engineers, contractors, and cause and origin experts in event of any disagreements, misunderstandings or suspicious activity and/or claims being presented.
  • Prepared comprehensive reports to negotiate repair and payment of properties as well as reimbursement and payment for any unscheduled or scheduled personal property items.
  • Examined claims forms and other records to determine insurance coverage, and timely prepare any parties involved of coverage making/decision timeframe and process.
  • Conducted thorough property investigations to identify and classify damages for customer claims and accurately ensured appropriate exposures/reserves were set for payment.
  • Assisted homeowners by coordinating vendor services, emergency repair, cleaning and loss of use services/coverages throughout life of claim.

Care Navigator

Terros Health
02.2021 - 11.2021
  • 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.
  • Educated clients about living with HIV, preventing further transmission, benefits and challenges of HIV care and treatment and access to resources.
  • Worked with patients to ascertain any immediate concerns, performed 5-panel STI test, 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 HIV 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

WELLS FARGO BANK
09.2016 - 12.2018
  • 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.

Cashier/Customer Service

WALMART SUPERCENTER
10.2014 - 05.2015
  • Processed refunds, money transfers and recommended, selected and helped locate or obtain out-of-stock products based on customer requests and needs.
  • Answered questions about store policies and addressed customer concerns while working closely with shift manager to resolve any issues outside of my authority.
  • Built long-term customer relationships and advised customers on purchases and promotions weekly.
  • Monitored cash drawers in checkout station as well as customer service register to ensure adequate cash supply.
  • Routinely answered customer service questions regarding merchandise, pricing and any price-matching possibilities.
  • Operated POS system to itemize, return and process customer transactions.
  • Interacted with an average of 100+ customers a day, while remaining attentive, knowledgeable and available for our customers.

Sales Merchandiser/Cashier

Sears/KMART
10.2012 - 01.2014
  • Assisted customers with carry-outs, garden and patio furniture, layaway and customer service conflicts, as well as cashiered and maintained drawer to ensure accurate drops after shifts.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Cross-trained and provided back-up for other colleagues in various departments when needed.
  • Worked directly with management and other back-end departments to locate orders, troubleshoot system issues and provide customers with an unforgettable experience.
  • Expressed appreciation and invited customers to return, mentioning daily deals and upcoming promotions.
  • Processed POS purchases and handled merchandise returns and exchanges at customer service counter.
  • Responsible for checking out customers in timely manner and guaranteeing high level of great customer service.
  • Described products to customers and accurately explained details and care of product (Electronics, Bikes and Tools)
  • Assisted customers with locating products either over phone as well as online for products or merchandise that was not carried or available in store.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Updated pricing and signage to complete product displays and educate customers.

Education

Bachelor of Science - Emergency Management And Homeland Security

Arizona State Univeristy
Phoenix (Downtown Campus)
05-2027

No Degree - Fire Science

Maricopa Community Colleges - Phoenix College
Phoenix, AZ
05-2015

High School Diploma -

Apollo High School
Glendale, AZ
05.2015

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

Certification

  • FEMA IS-1400: Foundations of Climate Science Training
  • Level One Fingerprint Clearance Card: Arizona Department of Public Safety - Exp. 04/2027


Timeline

Rack Associate/Safety Ambassador

Petsmart Distribution Center
04.2022 - Current

Catastrophe Property Claims Adjuster

Liberty Mutual
12.2021 - 04.2022

Care Navigator

Terros Health
02.2021 - 11.2021

Auto Claims Adjuster

USAA
01.2019 - 07.2020

Phone Banker

WELLS FARGO BANK
09.2016 - 12.2018

Cashier/Customer Service

WALMART SUPERCENTER
10.2014 - 05.2015

Sales Merchandiser/Cashier

Sears/KMART
10.2012 - 01.2014

Bachelor of Science - Emergency Management And Homeland Security

Arizona State Univeristy

No Degree - Fire Science

Maricopa Community Colleges - Phoenix College

High School Diploma -

Apollo High School

Similar Profiles

CREATE PROFILE
NIGEL JOHNSON