Jana May
Fouke,AR
Summary
Experienced Insurance Claims Representative specializing in automotive estimatics, auditing, and repair management. Proven track record in customer service, negotiation, and driving timely claim resolutions through effective communication with clients and repair vendors. Expert in accurately assessing damages, coordinating repairs, and ensuring client satisfaction. Results-driven, with a focus on operational efficiency and team collaboration. Committed to leveraging expertise to contribute to a high-performing team and drive continuous growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Managed Repair Representative
Progressive Insurance Companies
07.2021 - Current
- Delivered precise automotive repair estimates for field claims and body shops, ensuring timely and accurate assessments.
- Negotiated repair timelines and work scope with body shops to align on expectations and expedite service delivery.
- Oversaw rental vehicle logistics, ensuring uninterrupted transportation for customers during the repair process.
- Delivered regular status updates to customers, maintaining transparency and setting accurate repair timelines.
- Audited shop-submitted estimates to verify accuracy, compliance with company standards, and cost-effectiveness.
- Cultivated and maintained strong relationships with repair shops in Progressive's Shop Written Estimate Program, enhancing partnership efficiency.
Customer Service Estimator
Haley's Body Shop
06.2010 - 06.2021
- Acted as the primary point of contact for customers, ensuring seamless communication and an above target satisfaction rate throughout the repair process.
- Streamlined parts ordering, maintaining a steady workflow and reducing downtime.
- Collaborated with insurance companies to secure necessary supplements, reducing delays and accelerating claim processing.
- Conducted rigorous quality control checks, ensuring all repairs consistently met or exceeded customer expectations, resulting in a high rate of repeat business.
- Achieved monthly sales averaging $150,000, consistently meeting and surpassing sales targets.
- Produced accurate and timely estimates for both drivable and non-drivable vehicles, enhancing repair turnaround time and customer trust.
Customer Service Manager & Assistant Body Shop Man
Wright’s Auto Body
09.2007 - 05.2010
- Established a return parts program, recovering over $70,000 in parts aged over a year.
- Led the shop-wide implementation of ProfitNet, driving significant improvements in operational efficiency.
- Analyzed ProfitNet reports, successfully reducing material costs and maintaining consistent savings.
- Acted as the primary point of contact for obtaining insurance supplements, ensuring timely claims processing.
- Managed weekly payroll for all shop employees, ensuring accuracy and timely distribution.
- Delivered consistent customer updates throughout the repair process, ensuring transparency and achieving high customer satisfaction.
Secretary / Bookkeeper /Auto Parts Handler
Twin City Collision, Inc
01.2006 - 09.2007
- Spearheaded the development and implementation of a parts return system, ensuring timely returns and securing vendor credits, improving operational efficiency.
- Conducted quality control inspections on completed repairs, consistently maintaining high standards and reducing rework significantly.
- Oversaw accurate management of accounts receivable and payable, contributing to a reduction in financial discrepancies.
- Coordinated repair scheduling and maintained clear, proactive communication with customers and insurance companies, enhancing service delivery and satisfaction.
Education
Bachelor of Arts - Management
Texas A&M University
Texarkana05-2012
Certification
- Adjuster – All Lines- Texas Department of Insurance (DHS), TX
Timeline
Managed Repair Representative
Progressive Insurance Companies
07.2021 - Current
Customer Service Estimator
Haley's Body Shop
06.2010 - 06.2021
Customer Service Manager & Assistant Body Shop Man
Wright’s Auto Body
09.2007 - 05.2010
Secretary / Bookkeeper /Auto Parts Handler
Twin City Collision, Inc
01.2006 - 09.2007
Bachelor of Arts - Management
Texas A&M University
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