Fatima Espinosa

· Successfully reviweing new claims within 8 hours

· Disposition is always above 75 by providing quality customer service specially direct handle.

· Investigation liability has been completed by using Intact resources, through Task Adjuster's and level 3 Adjuster, ISU and made Legal connections.

· Learned Litigation 101 through in house Defense

· Have taken Adjusting Bodily Injury Claims Module 1,2,3, and working on the 4th one through ILS Corp.com https://www.ilscorp.com/adjusting-bodily-injury-claims-module-4-muscle-strains-skeletal-make-up/

· Completing outside investigation as needed per case specifics.

· Participated in Peer File review.

· Shadowed and participated in Mediation with Senior Adjuster. She asked my opinion how much we should counter and most of the time I was close to her range.

· Managing activities and keeping it less than one page and keeping my inbox empty every end of the workday.

· Regularly attending round tables with consultants and with my Senior trainer Kristina

· Settled more PC files this year and was able to build rapport on them. Settling within 30 days after receiving proposal. Learned more persuasion skills.

· Have a better understanding in the statement of claim workflow.

· Learned how to settle and Global claim. It was a PC rep file. I have one more that its Direct handle.

· More comfortable with reading medical files and knowing what to find. Learned to understand our bodies and muscles through courses and watching lots of youtube videos

· Won lunch cards from Shirley O'Neill twice for winning "The most closed Claims"

· Received my Bodily Injury Level 2

· Participated on Happy Birthday Project 2023

· Taken PC rep refresher with Senior Adjuster/trainer.

· Attended Causation Roundtable with legal and Senior Adjuster/trainer.

· Coached some CSR and some CSC team about liablity through Teams meeting

-Analyze the information gathered, interpret insurance policy wordings, determine coverage, liability and assess damages for purpose of indemnity

- Serve as a customer service representative even if the call is not claim related. Directed them in the right department.

- Adapt quickly in the new DCPD changes by taking extra training and explaining it to customers when they open a claim.

- Became a success buddy to new hires and assist them in their first few months

-Became a Customer Service Subject Expert Matter (SME) and showed tips to my colleague how to turn ugly calls into helpful and positive one’s

- My calls became a great examples for new hires for training purposes showing empathy, the right tone and being helpful

-Help on Catastrophe season, hail season opening and closing claims as fast as we can

• Checking in vehicles and assessing the damage if its matching the statement
• Assisting insured or third party if they have more repair request that its not related to the claim
• Bodyshop Shadow for the whole day with Field Appraiser
• Audatex Training with Audatex Trainers
• Sending Assignment to the body shops
• Learned how to properly take Images of vehicles for effective review
• Learned how to properly take video for repair damages references
• Explain to clients damages and repair process

Delivery Coordinator / Assistant

• Prepare and make sure that all the accessories are in the vehicle (bike racks/ mats etc.)
Auditing
• Auditing sold units make sure every Financed (New) Car is below 6.49% interest rate
• Making sure that the program matches (ex. Loyalty Rebates, Trade in Registrations)
• Making sure that the Bill of Sale and Contract date are matching
Inventory
• Stocking the “In Transit” vehicle in
• In charge of Dealer trades using CDK ADP
• Preparing the documents for dealer trade and making sure its PDI already
Outstanding
• In charge of setting the Protection Package, Spray-in box liner, CFD, Diamond Fusion, Accessories
• (worked closely with Service Manager and Parts Department
Extra
• In charge of Loaner (if it needs to be loaned, scheduling time, grabbing the odometer and tracking if they customer got a ticket.)
• Receptionist in weekend (pushing deals in Dealer Socket, deposits/refund)

- Engage with customers to understand their needs and preferences. - Showcase and demonstrate the features and benefits of our extensive used car inventory.

- Provide accurate and transparent information about pricing, financing options, and additional services.

- Conduct test drives to allow customers to experience the vehicles firsthand.

- Negotiate and close deals to meet monthly sales targets.