Dionna Williams
Byram
Summary
Skilled professional with strong customer service, communication, and attention to detail. Adept at navigating claims management software and resolving disputes effectively. Highly trained in Claims, Subrogation, and General liability. Experience with Investigating Claims, Gathering Evidence, Negotiating Settlements and Financial Recovery. Known for exceptional communication and leadership skills, effectively managing disputes and driving positive outcomes for clients. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Central Loss Report Rep.
Progressive Auto Insurance
02.2022 - 08.2025
- Navigating multiple application such as MYCARS, Referral Hub, ClaimPro, Agero, Connect and Rentals.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Assisted customers in filing claims and resolving disputes with insurance companies.
- Acted as a liaison between employers and insurance companies when filing claims related to worker's compensation cases.Deescalating upset callers with strong communication skills and attention to detail to assist their needs.
- Answer questions towards claims process and set up the expectations for next steps.
- Utilize microsoft Office suite for daily task and duties.
Senior Centralized Support Rep. in Subrogation
Progressive Auto Insurance
02.2022 - 01.2025
- Navigating multiple application such as MYCARS, Referral Hub, ClaimPro, Agero.
- Investigate and gather evidence once a claim has been filed.
- Negotiate and settle claims.
- Manage documentation and communication.
- Maintain detailed records, track communications with all involved parties and ensure all recovery action comply with the legal and constructional obligations.
- Handle all recovery payments, and ensure the insured is reimbursed for their deductible.e.
- Negotiate settlements with insurance carriers, attorneys, and third parties to maximize recoveries.
- Collaborate with claims adjusters, legal teams, and customers to facilitate resolution.
- Developed relationships with customers through friendly conversations during each interaction.
Trainer PRT
Concentrix
05.2020 - 01.2022
- Company Overview: Work at Home
- Help new hires set up their equipment.
- Follow extensive lesson plans in order to train a class of anywhere from 10-35 people.
- Advise learners on various products and services that a certain client has in their lineup.
- Ensure that learners are ready to go into Graduation Bay and into production.
- Fill out extensive daily and weekly reports so that the client is satisfied with the work being performed.
- Work at Home
Quality Assurance Evaluator
Concentrix
09.2018
- Company Overview: Work at Home
- Monitor inbound and outbound calls and chat.
- Listen to recorded communications with clients to ensure that customer service representatives are providing excellent service.
- Develop systems of evaluation based on established Key Performance Indicators.
- Work at Home
Sales and Customer Service
Concentrix
06.2018
- Company Overview: Work at Home
- Assist customers who need help purchasing new products from leading computer and cell phone company.
- Gather preferences and requirements to provide the correct product to customers who are stuck between different products.
- Help process web orders.
- Advise on different financing options.
- Walk customer through placing orders on their own.
- Work at Home
Education
Master of Science - Community Counseling
Jackson State University
Jackson, MS06.2008
Bachelor of Science - Early Child Care and Family
Jackson State University
Jackson, MS05.2002
Skills
- Professional and Strong work ethics
- Excellent oral and Written communication skills
- Word Processing/Typing skills
- Leadership
- Strong Customer Service Skills
- Pays close detail to attention
- Claims Management Software
- Work well under pressure
- Critical thinking
- Relationship building
- Data Entry
- Recovery payments
- Strong negotiation skills
- Dependable
Timeline
Central Loss Report Rep.
Progressive Auto Insurance
02.2022 - 08.2025
Senior Centralized Support Rep. in Subrogation
Progressive Auto Insurance
02.2022 - 01.2025
Trainer PRT
Concentrix
05.2020 - 01.2022
Quality Assurance Evaluator
Concentrix
09.2018
Sales and Customer Service
Concentrix
06.2018
Master of Science - Community Counseling
Jackson State University
Bachelor of Science - Early Child Care and Family
Jackson State University
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