TENISHA GIBBS
Scottsdale
Summary
Dynamic casualty claims manager with extensive experience at State Farm Fire and Casualty, excelling in claims management and process improvement. Proven track record in reducing processing times and enhancing customer satisfaction through effective training and team leadership. Skilled in risk assessment and negotiation, fostering a culture of continuous learning and operational excellence.
Overview
27
27
years of professional experience
Work History
Casualty Claims Manager
State Farm Fire and Casualty
08.2019 - Current
- Manage complex and litigated third-party claims =.
- Led claims processing team, ensuring timely and accurate resolution of complex insurance claims.
- Developed training programs for new hires, enhancing team knowledge and efficiency in claims management.
- Implemented process improvements that reduced claim processing times and increased customer satisfaction ratings.
- Collaborated with underwriters to assess risk factors, ensuring appropriate claim assessments aligned with policy guidelines.
- Coordinated cross-functional meetings to address escalated customer concerns and resolve issues effectively.
- Mentored junior staff on best practices in claims handling, fostering a culture of continuous learning within the team.
- Managed compliance audits and ensured adherence to regulatory standards across all claims operations.
- Analyzed trends in claims data to identify areas for operational enhancements and cost reductions.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions.
Casualty Claims Specialist
State Farm Fire and Casualty Company
03.2008 - 08.2019
- Evaluated and processed casualty claims to ensure compliance with company policies and regulations.
- Collaborated with internal teams to enhance claims handling efficiency and improve customer satisfaction.
- Analyzed claim data to identify trends, recommending process improvements for better accuracy and effectiveness.
- Guided junior staff in navigating complex claims processes, fostering a culture of continuous learning and development.
- Developed training materials for new hires, streamlining onboarding process for casualty claims specialists.
- Managed high-volume claim caseloads while maintaining attention to detail and adherence to service level agreements.
- Negotiated settlements with claimants and their representatives, achieving fair resolutions while minimizing financial risk for the company.
- Enhanced team performance through ongoing training and development initiatives tailored to individual needs.
- Streamlined claims handling processes for increased productivity and customer satisfaction.
- Managed complex casualty claims, ensuring accurate evaluation of damages and appropriate settlement offers.
- Collaborated with legal counsel to successfully defend company interests during litigation proceedings.
- Conducted detailed investigations, gathering crucial information from claimants, witnesses, and experts to inform decision-making processes.
- Provided exceptional customer service, addressing policyholder concerns and answering questions in a timely manner.
- Leveraged analytical skills to identify potential fraud patterns within submitted claims data sets.
- Served as a mentor to junior staff members, providing guidance on claim handling procedures and professional growth opportunities.
- Reduced claims processing time with thorough documentation and effective communication with involved parties.
- Developed strong relationships with external partners such as medical providers, adjusters, and repair facilities to expedite service delivery for policyholders during the claims process.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Maintained contact with claimants and attorneys to determine treatment status.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
Fire Property Claims Specialist
State Farm Fire and Casualty Company
10.2006 - 03.2008
- Evaluated property claims to ensure compliance with company policies and industry regulations.
- Collaborated with policyholders to gather necessary documentation for claim processing.
- Analyzed loss data to identify trends and recommend process improvements.
- Mentored junior claims adjusters in best practices for effective claim resolution.
- Led initiatives to streamline claims processing, enhancing operational efficiency and accuracy.
- Developed training materials for new staff on property claims procedures and systems usage.
Underwriter
State Farm Fire and Casualty Company
07.1998 - 10.2006
- Evaluated risk factors for property and casualty insurance policies to determine coverage eligibility.
- Analyzed applicant data using advanced underwriting systems to ensure accuracy of risk assessments.
- Collaborated with agents to clarify policy details and address client inquiries regarding coverage options.
- Developed customized underwriting guidelines to enhance decision-making processes for high-value accounts.
Education
MBA - Business Administration And Management
GCU
Glendale, AZ05-2025
Bachelor of Science - Business Management
ASU
Tempe Az05-2006
Skills
- Claims management
- Risk assessment
- Process improvement
- Training and development
- Regulatory compliance
- Customer service excellence
- Negotiation skills
- Team leadership
- Quality assurance
- Claims investigation
- Litigation support
Timeline
Casualty Claims Manager
State Farm Fire and Casualty
08.2019 - Current
Casualty Claims Specialist
State Farm Fire and Casualty Company
03.2008 - 08.2019
Fire Property Claims Specialist
State Farm Fire and Casualty Company
10.2006 - 03.2008
Underwriter
State Farm Fire and Casualty Company
07.1998 - 10.2006
MBA - Business Administration And Management
GCU
Bachelor of Science - Business Management
ASU