Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

KIMBERLY GOODE

Noblesville,IN

Summary

Dynamic professional with expertise in policy evaluation and exceptional communication skills, honed at GEICO. Proven track record in driving customer satisfaction and operational excellence. Successfully led teams to exceed goals, enhancing client retention and business growth. Adept at strategic planning and problem-solving, delivering results through innovative solutions and effective leadership.

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.

Overview

28
28
years of professional experience

Work History

ICS, Claims Adjuster

GEICO
09.2021 - Current
  • Prepared summaries of damage, payments, and policy coverage.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
  • Acknowledge letters of representation and handled attorney questions and requests
  • Discussed coverage, set up inspections, rentals for both insured and claimant
  • Conduct coverage investigations when needed. Advise all parties of the investigation, send reservation of rights as needed.
  • Answered customer questions regarding deductibles.
  • Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
  • Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
  • Identified suspicious losses and contacted special investigation unit for investigative assistance.
  • Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Followed up with insured individuals regarding premium and deductibles payments.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.

Customer Service Representative

GEICO
05.2018 - 09.2021
  • Responded to customer requests for products, services, and company information.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

General Manager

McDonald's
08.1997 - 05.2018
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Developed and implemented strategies to increase sales and profitability.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Education

No Degree - Business Administration

Ivy Tech Community College of Indiana
Noblesville, IN

High School Diploma -

Auburndale Senior High
Auburndale, FL
06-1982

Skills

  • Policy evaluation
  • Understanding of rules of evidence
  • Proficient in verbal and written communication
  • Efficient at acquiring new skills

Accomplishments

  • Achieved Top 25% by completing claims with accuracy and efficiency.
  • Maintained a superior quality rating of top 70% nationwide in file handling from Januaryto present.

Timeline

ICS, Claims Adjuster

GEICO
09.2021 - Current

Customer Service Representative

GEICO
05.2018 - 09.2021

General Manager

McDonald's
08.1997 - 05.2018

No Degree - Business Administration

Ivy Tech Community College of Indiana

High School Diploma -

Auburndale Senior High

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KIMBERLY GOODE