Anora Da Cunha
Brampton,ON
Summary
A driven, energetic and knowledgeable professional, with a foundation in Communications. Effective communication
skills acquired through many years of customer-centric roles have manifested exceptional client relationships with
internal and external parties.
Overview
13
13
years of professional experience
Work History
Senior Claims Adjuster – Specialty Claims Resolution Specialist
Aviva Canada
02.2017 - 06.2024
- Focused on improving internal/external customer experience by handling escalated or questionable claims and providing a fair resolution
- Manage & resolve claims deemed suspicious or fraudulent
- Handling claims that deal specifically with body shops and tow companies which are deemed fraudulent; to help mitigate cost and eliminate fraud within the automobile claims industry
- Manage & resolve escalated claims that require extensive attention and investigation to resolve
- Track costs and cost variances to establish benchmarks & cost savings initiatives/strategies
- Trained colleagues in how to resolve claims dealing with towing, repair & rental facilities
- Claims Adjuster – Vacation and Pending Support
- Oversees the desk for adjusters that are on vacation and absorbs the pending from adjusters who leave the department
- Tracks and compiles performance data for reporting to higher management
- Negotiate customer service escalations and technical question with expert knowledge of the automobile policy and regulations
- Mentors, evaluates and counsels employees on performance expectations
- Creates data reports based off Auto Claims to help analyze the trends throughout the floor
- Handles Fatality Claims with sensitivity, providing support to all insured’s and guiding them through the next steps in the claims process
- Claims Adjuster
- Handles low to high complexity claims with respect to coverage & liability on a high volume basis
- Investigates, determines coverage of loss and adjusts all element of personal and commercial
- Auto Loss claim
- Identifies and escalates fraudulent claims to the fraud department
- Educates and informs the insured on the claims process while achieving excellent customer service to represent the company goals
- Organizes and prioritize time sensitive projects and claims, including total loss vehicle claim and catastrophe claims
- Determine fault of accidents by assessing the facts of loss, the damage to the vehicles, and dissecting the accident scene
- Works with a multitude of vendors throughout the claims process on a daily basis to assure timely, cost effective results for insureds
- Systems utilized for claims handling: Guidewire, Audatex, ARMS, Impact, RTM
Dining Room Server
Parkland on
the Glen
07.2016 - 02.2020
- Server
- Providing a 5 star dining experience for the Retirement Community in Mississauga
- Ensured customer satisfaction by serving food and drink orders quickly and accurately
- Built long-lasting relationships with residents.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Contributed to a positive work atmosphere by fostering teamwork among colleagues while also demonstrating initiative when needed.
Office Administrator
Metro Protective Services
11.2016 - 02.2018
- Oversaw 100 Security Guards for 40 different sites
- Provided comprehensive support for senior-level staff, which included managing and coordinating assignments and practices in support of effective business operations
- Processed and set up Security Guards; including benefit packages, payroll and coordinating assignments
- Liaise between Security Guards and Clients when conflicts occur on their designated sites
- Capable of recognizing issues and addressing them before reaching a crisis stage.
- Interacted with customers by phone, email, or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Production Assistant
RogersTV Mississauga
05.2011 - 08.2012
- Administered the show themes, timelines and guest appearances on a daily basis for Daytime TV
- Established relationships with guests and stakeholders to ensure a seamless flow with appearances and research
- Developed ideas and worked closely with the Producer on story execution
- Responsible for ensuring the scripts were distributed and script changes were completed
- Assisted with the needs of the set, such as stage set up and audio management.
Producer, Anchor and Reporter
Y News
09.2011 - 04.2012
- Developed and executed various news reports including Weather, Sports, Traffic and Technology across Seneca College
- Researched, produced and delivered television and radio news and reports
- Offered an alternative viewpoint on stories and presented them in a clear and concise manner
- Managed the background effects to convey with each story, such as the video, audio and visual graphics.
Education
Diploma of Journalism - undefined
Seneca College
2012
Skills
- Proficient in
- Microsoft Word, Excel, PowerPoint
- Outlook and Lync
- Superior communication skills; verbal and written
- Strong Conflict Resolution management
- Adaptable to different working environments and
- Works well under pressure
Timeline
Senior Claims Adjuster – Specialty Claims Resolution Specialist
Aviva Canada
02.2017 - 06.2024
Office Administrator
Metro Protective Services
11.2016 - 02.2018
Dining Room Server
Parkland on
07.2016 - 02.2020
Producer, Anchor and Reporter
Y News
09.2011 - 04.2012
Production Assistant
RogersTV Mississauga
05.2011 - 08.2012
Diploma of Journalism - undefined
Seneca College
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