Rico Johnson
Casa Grande
Summary
Diligent professional with robust background in managing complex catastrophe claims. Skilled in assessing property damage, determining coverage, and negotiating settlements to ensure fair resolutions. Demonstrated expertise in utilizing investigative techniques and collaborating with cross-functional teams to streamline claims processes. Strong focus on team collaboration, strategic planning, and achieving measurable results. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Catastrophe Claims Adjuster
Liberty Mutual
Phoenix, AZ
01.2022 - Current
- Manage 120–150 active property claims per deployment, including hail and wind losses with severity ranging from $10K to $500K+.
- Consistently achieve 95%+ claim closure rates within service-level expectations during catastrophe events.
- Established an average claim cycle time by 15–20% through first-visit coverage determinations and accurate on-site estimating.
- Identify fraud indicators and submit SIU referrals, contributing to cost containment and claim integrity.
Front Desk Agent/Operations Manager
Marriot International
United States
08.2018 - Current
- Trained new front desk staff on operational procedures and customer service excellence.
- Implemented streamlined communication protocols with housekeeping and maintenance teams.
- Resolved guest inquiries and complaints, enhancing overall satisfaction and loyalty.
- Managed guest check-in and check-out processes, ensuring seamless customer experiences.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals
- Train staff & monitor adherence, Supervise staffing levels and observe service behaviors
- Conduct interviews and hiring for staffing
Claim Specialist
State Farm Insurance
Phoenix, AZ
04.2019 - 12.2021
- Investigated and resolved complex Boat, Commercial, and Farm & Ranch claims in compliance with policy and regulatory requirements.
- Served as a subject-matter resource for specialty lines, assisting peers with coverage questions and claim strategy.
- Balanced quality, productivity, and customer satisfaction across a diverse and complex claim portfolio.
Independent Catastrophe Claims Adjuster
The Best IRS
Phoenix, AZ
09.2017 - 04.2019
- Handled multi-state 50-60 catastrophe property claims, managing concurrent files while meeting aggressive cycle-time expectations.
- Conducted inspections, coverage analysis, and settlement negotiations in accordance with state regulations.
- Escalated potential fraud and complex coverage issues to appropriate internal partners.
- Coordinated with internal departments & other field adjusters to ensure timely resolution and accurate non-standard insurance claim outcomes.
Claims Representative
The Hartford Insurance
Phoenix, AZ
10.2015 - 07.2016
- Evaluated property losses, established repair scope, and negotiated settlements to resolution.
- Supported onboarding and development of new and experienced claims associates during workflow transitions.
- Investigated property claims by interviewing policyholders, reviewing documentation, and validating loss details.
- Managed a portfolio of property claims with average reserves of $50K–$90K.
- Evaluated policies and contracts to determine coverage and settlement accuracy.
Auto Express Claims Associate
State Farm Insurance
Tempe, AZ
04.2013 - 03.2015
- Processed and triaged auto claims to ensure timely and accurate handling.
- Communicated coverage details, deductibles, and payments to policyholders.
- Processed insurance claims efficiently, ensuring compliance with company policies and procedures, while assisting peers with the claim system navigation
Education
MBA - Business Administration And Management
Colorado Technical University
Colorado Springs, CO08-2010
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO12-2008
Skills
- Claims leadership
- High-Severity Catastrophe Property Claims
- Quality Assurance & Compliance
- Fraud & SIU Identification
- Customer Experience & Escalation Resolution
- Claims investigation
- Estimating repair costs
- Property inspection
- Multitasking and organization
- Operations management
Accomplishments
Certified FAA Drone Pilot License
Certified Six Sigma Yellow Belt
Certification
Licensed Claims Adjuster
& Licensed FAA Drone Pilot
Timeline
Catastrophe Claims Adjuster
Liberty Mutual
01.2022 - Current
Claim Specialist
State Farm Insurance
04.2019 - 12.2021
Front Desk Agent/Operations Manager
Marriot International
08.2018 - Current
Independent Catastrophe Claims Adjuster
The Best IRS
09.2017 - 04.2019
Claims Representative
The Hartford Insurance
10.2015 - 07.2016
Auto Express Claims Associate
State Farm Insurance
04.2013 - 03.2015
Bachelor of Science - Criminal Justice
Colorado Technical University
MBA - Business Administration And Management
Colorado Technical University