Claims Manager  •  USAA

September 2002 - December 2007

Oversaw on-boarding processes for new team members, delivering training on claims handling.
Trained new team members on policies and procedures for claims handling.
Reviewed policies to determine appropriate levels of coverage and assist with approval or
denial decisions.
Coordinated vendor services, including emergency repair, cleaning companies and
contractors, to optimize handling of customer claims.
Explained loss coverage, assisted policyholders with itemizing damages and coordinated
alternative living arrangements.
Traveled to customer sites to evaluate damage, including fallen trees, leaking roofs and other
issues, to create accurate cost estimations.
Delivered exceptional customer service to all clients by effectively
communicating information
and actively listening to concerns.
Pursued continuing education and training programs till professional development.