Mathursi Varatharajan
Pickering,ON
Summary
Auto Claims Adjuster with a strong background in managing high-volume claims and complex portfolios. Demonstrates expertise in total loss settlements, liability investigations, and effective dispute resolution. Utilizes data insights to consistently meet KPIs while ensuring regulatory compliance and high customer satisfaction.
Overview
11
11
years of professional experience
Work History
Auto Claims Adjuster
Aviva Canada
Markham, Ontario
01.2025 - Current
- • Managed a high-volume caseload of CAT (Catastrophic) and BAU (Business As Usual) auto claims, ensuring accurate and timely claim handling.
- • Investigated complex multi-vehicle accidents and applied the Ontario Fault Determination Rules to assess liability.
- • Managed total-loss claims, conducting fair market value research, collaborating with appraisers, and negotiating settlements to ensure equitable outcomes.
- • Reviewed damage photos, repair estimates, and supporting documentation to validate repair scopes and minimize financial leakage.
- • Guided insured clients through the end-to-end claims process, providing clear explanations of coverage, next steps, and settlement decisions.
- • Collaborated with appraisers, vendors, brokers, repair facilities, underwriters, and other stakeholders to Consistently met established KPIs to ensure quality claims management.s, and turnaround-time expectations.
- Use Guidewire ClaimCenter, COPART, CROMS, ARMS, VERINT, ASSISTENZA, DASH, and Microsoft Excel to manage claims and track performance.
- Gathered documentation from clients for claims processing.
Customer Care Advisor
Guard.me
Markham, Ontario
02.2023 - 01.2025
- Provided exceptional service by understanding client needs and offering tailored solutions.
- Enhanced client satisfaction by addressing and resolving concerns in a timely manner.
- Assisted clients in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
- Interpreted policy provisions and exclusions to accurately determine coverage for claims.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled high call volumes efficiently during peak hours at the customer service center. with exceptional time management and multitasking skills.
- Resolved difficult situations by maintaining composure and professionalism, fostering positive client relationships. calmly, maintaining professionalism at all times.
- Maintained and managed customer files and databases.
Retention Agent WFH
S&P Data
Toronto, Ontario
01.2021 - 09.2022
- Handled high volume of calls and chat conversation with clients.
- Negotiated customer agreements to achieve satisfactory outcomes for both business and client.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Compiled all calls and interactions into a computer data system.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Clarified customer needs and recommended suitable products and services to effectively manage expectations.
- Maintained high-volume workload within fast-paced environment by assisting clients and consistently meeting performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Analyzed records to provide accurate responses to customer requests., records and other obtained documents to respond to customer requests.
- Resolved complex customer concerns using expert negotiation and problem-solving skills.
Administrative Assistant
Strength-N-U
Mississauga, Ontario
11.2019 - 09.2020
- HR administrative work (Recruitment process, employee onboarding,etc)
- Coordinated schedules for manager and staff to optimize meeting times and enhance operational efficiency.
- Managed communication for executives by taking and making calls, prioritizing mail, and composing correspondence.
- Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
- Booking appointments for clients & Inputting and verifying data the from client files and filing them away.
- Payroll data entry work - Tracked and submitted employee timesheets to the accounting department for payroll processing.
- Managed various payment transactions, including processing insurance billings to ensure accurate financial operations.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Collected, calculated and reported expenditure and statistical data to inform senior management.
Cashier/Sales Associate
Stitches, YM INC
Toronto, Ontario
09.2018 - 04.2019
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Managed cash register operations using POS system, including processing sales and returns.
- Processed payments and maintained accurate cash drawers to ensure financial accuracy.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Executed floor moves, merchandising, and display maintenance to keep sales areas well-stocked and organized.
- Coordinated setup of merchandise displays to effectively promote target products and attract customer traffic.
- Applied strong problem-solving and interpersonal skills to resolve conflicts.
Front Desk Administrator
Saiesan Money Transfer
Markham, Ontario
11.2015 - 12.2016
- Addressed and welcomed a large volume of guests to business per day, improving overall customer service and engagement.
- Addressed customer inquiries through phone, in-person, and email interactions
- Resolved customer complaints and addressed issues effectively, enhancing overall guest experience.
- Processed payments and issued receipts, ensuring accurate billing and customer satisfaction.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Managed bookkeeping of files, generated occupancy and revenue reports, and updated supervisor on key metrics.
- Created and optimized employee schedules to secure proper coverage for all shifts.
- Mitigated financial discrepancies, accurately monitoring payroll, credit card purchases, invoicing and budgeting.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
Education
Bachelor of Commerce - Business
Ryerson University
Toronto, ONSkills
- Claims Lifecycle Management: Expert in end-to-end adjudication for Auto, Personal lines
- Claims processing knowledge
- Claims payment processing
- Auto Claim Total Loss & Valuation collaboration settlements
- Regulatory Compliance: Deep knowledge of the Ontario Auto Policy and Provincial Fault Determination Rules
- Hiring and Onboarding/Training
- HR Administrative experience
- Schedule coordinating experience
- Multitasking & Time Management
- Microsoft Office expertise
- File management & Recordkeeping
- Client relations management
- Excellent communication skills
- Negotiation skills
- Conflict management
- Technologically savvy
- Customer service expertise
- Recordkeeping and bookkeeping
Languages
- English
- Tamil
Timeline
Auto Claims Adjuster
Aviva Canada
01.2025 - Current
Customer Care Advisor
Guard.me
02.2023 - 01.2025
Retention Agent WFH
S&P Data
01.2021 - 09.2022
Administrative Assistant
Strength-N-U
11.2019 - 09.2020
Cashier/Sales Associate
Stitches, YM INC
09.2018 - 04.2019
Front Desk Administrator
Saiesan Money Transfer
11.2015 - 12.2016
Bachelor of Commerce - Business
Ryerson University