Veronica Cordero
San Fernando
Summary
Claims Advisor with extensive experience at First American Home Warranty, excelling in claims investigation and customer service. Proven track record of resolving complex claims efficiently, enhancing customer satisfaction, and training new team members. Recognized for strong problem-solving abilities and effective teamwork, consistently meeting performance metrics and contributing to departmental success.
Overview
21
21
years of professional experience
Work History
Claims Advisor
First American Home Warranty
02.2016 - Current
- Evaluated claims for accuracy and compliance with company policies.
- Assisted customers in understanding warranty coverage and claim processes.
- Documented claim details using internal management systems for tracking purposes.
- Collaborated with service providers to expedite claim resolutions effectively.
- Assisted on cash outs and purchasing.
- Assisted in escalated claims with OOP.
- Assisted in work items authorizations and approvals for peers.
- Assisted in management escalated claim review and follow up.
- Conducted follow-up communications to ensure customer satisfaction throughout claims lifecycle.
- Trained new team members on best practices in claims handling procedures.
- Resolved complex claims by analyzing data and facilitating collaboration across departments.
- Conducted thorough investigations of complex claims to ensure accurate evaluations and appropriate reimbursements.
- Contributed to overall department success by consistently meeting or exceeding established performance metrics and goals.
Office Manager
Caliber Collision
04.2013 - 02.2016
- Managed daily office operations, ensuring efficiency and organization across all departments.
- Oversaw inventory management, ensuring optimal stock levels and timely replenishment of supplies.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
Claims Advisor
First American Home Warranty
04.2005 - 01.2013
- Managed a high volume of claims, ensuring timely settlements for clients.
- Continuously updated personal knowledge of industry trends and developments to provide informed recommendations on claim handling procedures.
- Trained new employees on company policies, claims management software, and best practices for efficient work performance.
- Provided exceptional customer service by addressing client concerns and keeping them informed throughout the claims process.
- Followed up with customers on unresolved issues.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Handled escalated issues professionally, ensuring customer satisfaction and retention.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Met customer call guidelines for service levels, handle time and productivity.
- Dispatching of claims.
- Cash out work ups.
Education
High School Diploma -
San Fernando High School
San Fernando, CA06.2004
Skills
- Policy interpretation
- Claims investigation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Reliability
- Multitasking Abilities
- Critical thinking
- Decision-making skills
Timeline
Claims Advisor
First American Home Warranty
02.2016 - Current
Office Manager
Caliber Collision
04.2013 - 02.2016
Claims Advisor
First American Home Warranty
04.2005 - 01.2013
High School Diploma -
San Fernando High School