Heather Baur (Wynn)

• Investigated and assessed damage to property and reviewed property damage estimates.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
• Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
• Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
• Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
• Documented information gathered in field and uploaded data to company database for efficient processing using One Claim and CCC.
• Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
• Mentored other adjusters on best practices and industry regulations, contributing to their professional growth and development.
• Help make/collaborated and presented with fellow colleagues training material that is now presented on Your Learning Journey (available globally). Life of a Primary Claims Adjuster
• Was assigned to may dedicated accounts for insured's

• Interviewed and hired for mentor position for a 21st Century class of 21 employees
• Made close relationships with fellow employees while teaching and helping to better the employees with their goals and claims procedures
• Exceeded department expectations ever year during my career in the coverage department
• Conduct prompt and thorough investigations, evaluate facts, interpret laws and regulations, and render determinations
• Correspond with and interview insured, agent, witness, and/or claimant's to compile information for investigations
• Review billing system to evaluate if the insured is paid-to-date, their payment history, and what type of payment plan they are paying.
• Excel in analyzing damages/causes and interpreting policies
• Effectively manage multiple, high-priority projects and take pride in providing exemplary customer service.
• Chosen by supervisors/managers to participate in a pre-Leadership Development program called “Roadmap Program”

Roadmap program consisted of:

• Acting Supervisor for varies teams within the coverage department including Farmers, Bristol West, and 21st Century Insurance.
• Met with different department leaders and gained knowledge of different departments within the company; including but not limited to the procedures and department goals.
• Presented a 20 minute QBR (Quarterly Business Review) Presentation to supervisors and managers regarding my experience during the Roadmap Program.
• Worked closely with 3 other Roadmap members to put together a project for the coverage department.

• Uncover customer needs beyond the immediate transactions and successfully transition the customer to the appropriate source or channel to address their need
• Educate customers about sales and services' within the bank
• Provide teller transactions with quality and efficiency to customers
• Balancing and batching my drawer and work at the end of the day

• Check out merchandise for customers and know how to properly operate cash registers
• Serve a diverse customer population, help customers find what they are looking for, and recommend products
• Help trained over 80 other associates on appropriate cashiering etiquette and great customer service
• Cross trained in multiple departments
• Consistently have an accurate cash drawer at the end of shift by counting back change to customers