Alexis A. Mudd
Leonardtown,MD
Summary
Senior auto field claims professional with 23 years of experience in the automotive collision industry including both repair facility & insurance company roles. Experienced with conducting thorough field investigations and claims assessments. Utilizes analytical skills and attention to detail to resolve claims efficiently. Track record of maintaining high standards of customer service and effective communication throughout the claims process with all parties involved. Thorough understanding of claims processes and extensive technical background of vehicles and vehicle repairs. Excellent in identifying potential fraudulent or questionable activities within a claim with the ability to make professional & confident decisions to navigate through such scenarios. Committed to providing the best quality experience for clients and willingness to go above and beyond expectations to ensure customer satisfaction and understanding.
Overview
16
16
years of professional experience
Work History
Senior Field Claims Representative
National General Insurance Company
02.2022 - 11.2023
- Conducted thorough vehicle assessments to accurately determine repair costs and proper repair methods via physical & virtual inspections.
- Processed total loss settlements and completed all necessary steps to determine accurate vehicle valuation & handling salvage pick up.
- Coordinated and reviewed processes with clients and repair facilities to ensure proper claim and repair handling.
- Conducted follow up calls regularly with repair facilities and customers to ensure excellent customer service and timely resolution of claims.
- Negotiated settlements & payment processing with policyholders and third parties, achieving fair resolutions for all involved parties.
- Handled complex claims involving multiple policies or coverage types, demonstrating adaptability and problem-solving skills.
- Collaborated with other teammates and departments to streamline the claims process, leading to a more efficient workflow.
- Maintained accurate and clear documentation of all claim activities, ensuring compliance with industry regulations & claim handling.
- Daily travel within & outside of assigned territory to inspect vehicles at shops, tow yards, residences, etc.
- Assisted in new hire training & was appointed to mentor other teammates virtually and in person ride alongs.
Collision Repair Estimator
Darcars Automotive Group
08.2021 - 02.2022
- Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to pre-accident conditions.
- Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed, maintaining and excellent customer service rating.
- Demonstrated adaptability while managing multiple claims simultaneously under tight deadlines without sacrificing quality or accuracy in estimations provided.
- Maintained a strong attention to detail, ensuring all relevant information was accurately recorded and communicated to customers and insurance providers throughout the repair process.
- Assisted management in maintaining a high level of shop productivity by monitoring workloads and adjusting staffing & material needs accordingly.
- Processed all supplements and final billing.
- Ordered, received, organized, & distributed parts to technicians accordingly.
- Managed account receivables and collected outstanding balances from insurance companies or clients.
Collision Repair Estimator
Waldorf Toyota
03.2019 - 04.2020
- Conducted vehicle damage assessments for customers and insurance carriers providing estimates quickly and accurately.
- Managed a team of technicians and painters ensuring all parts, materials, equipment, & paperwork were current for proper claim handling & repairs.
- Liaison between insurance companies, direct repair programs, shop staff, & customers.
- Provided exceptional customer service and follow up with clients and insurance companies daily.
- Handled all monies involved for each claim ensuring proper billing completed prior to vehicle pick up.
- Processed all supplements & final billing.
- Attended multiple Toyota training programs on & off site.
Collision Center Manager
Darcars Automotive Group
09.2017 - 03.2019
- Established partnerships with insurance carriers & local vendors to ensure proper claims handling and workflow for high volume repair facilities with direct repair programs.
- Assisted staff with conducting thorough vehicle damage assessments for accurate repair estimates and efficient service scheduling.
- Managed multiple locations for company overseeing over 25 staff members, ensuring all staff had necessary access and tools to properly perform at their job. Processed payroll by-weekly for all staff.
- Oversaw financial management of the collision center, including budgeting, forecasting, and expense tracking.
- Boosted employee morale through recognition programs, fostering a positive work culture that increased productivity.
- Implemented quality assurance measures to ensure all repairs met or exceeded industry standards & customer satisfaction.
- Mentored & trained junior staff members by sharing expertise in collision repair techniques.
- Implemented health & safety standards to maintain OSHA & EPA compliance & worked with KPA Health & Safety Management to ensure all certifications & training kept current with all staff members & buildings.
- Provided excellent customer service with attention to detail and handling any issues that arose with critical thinking and swift resolution.
Collision Repair Estimator/Assistant Manager
PJ's Auto Body (now Caliber Collision)
07.2011 - 07.2015
- Conducted vehicle damage assessments and prepared estimated for vehicles & heavy body, trucks, & equipment for multiple direct repair programs, PAX River Naval Base fleet & specialty, local EMS, fire, & law enforcement.
- Established a reputation for delivering reliable and accurate estimates, resulting in increased client trust and repeat business opportunities.
- Handled high volume accounts & processed total loss evaluations for multiple direct repair programs.
- Maintained high levels of customer satisfaction with clients, insurance partners, & vendors.
- Recognized for repairing strained working relationships with a few insurance direct repair programs and increased volume with improving quality, customer service, estimate accuracy, & cycle time.
- Completed and voluntary OSHA & EPA compliance program. Developed and maintained a large library of chemical & hazardous materials, compiled & organized MSDS profiles, set up & completed all necessary safety training for staff, & arranged all facility updates & safety renovations with contractors.
- Promotion to assistant manager with duties added including but not limited to addressing HR needs including hiring, evaluations, terminations, payroll, financials, etc. Assisted in staff training & restructuring for better more efficient work flow. Increased profit margins with implementing cost savings strategies and negotiating contracts with parts & material suppliers. Worked one on one with staff to review individual performance & work with them on areas of weaknesses to improve. Created an incentive program with focus on customer service and quality that resulted in vast improvement with overall CSI.
Collision Repair Estimator
Mercedes-Benz of Arlington (formerly ASC)
02.2010 - 07.2011
- Inspected & prepared estimates for high volume repair facility specializing in high end vehicles.
- Managed a team of technicians and painters to ensure production, quality repairs, & efficient workflow.
- Processed claims from start to finish for a vehicle high volume direct repair program.
- Maintained a high level of customer satisfaction.
- Constant communication with clients providing updates and reviewing repair procedures.
- Attended online & in person classes and completed numerous Mercedes Benz certifications.
- Handled all supplements and final billing for claims handled and maintained a low accounts receivable balance.
Collision Repair Estimator
EuroMotorcars RR, MB, Bentley, Maybach, Smart
02.2008 - 02.2010
- Conducted vehicle damaged analysis and prepared estimates for high end and exotic vehicle.
- Managed a team of technicians and painters. Worked with in house parts personnel to ensure proper parts ordering and distribution.
- Ensured quality control throughout the entire repair process.
- Processed all supplements and final billing, ensuring all monies collected prior to vehicle completion.
- Continuous MBUSA training online.
- Worked with highly skilled technicians and parts staff to compile estimates of repair costs on vehicles that have no database with parts pricing or labor times. Ability to manually complete estimates with accurate and fair labor hours and processes based on experience and knowledge of vehicles, and strong attention to detail.
- Provided exceptional customer service and updated clients daily or weekly depending on size of job with preset customer expectations.
Education
High School Diploma -
La Plata High School
La Plata, MDMultiple Certifications & Continued Education -
MBUSA Educational Program
Multiple Certifications & Continued Education -
I-Car
Skills
- Negotiation techniques
- Policy interpretation
- Teamwork and collaboration
- Team leadership
- Documentation proficiency
- Customer service
- Problem-solving abilities
- Time management
- Attention to detail
- Reliability
- Excellent communication
- Critical thinking
Timeline
Senior Field Claims Representative
National General Insurance Company
02.2022 - 11.2023
Collision Repair Estimator
Darcars Automotive Group
08.2021 - 02.2022
Collision Repair Estimator
Waldorf Toyota
03.2019 - 04.2020
Collision Center Manager
Darcars Automotive Group
09.2017 - 03.2019
Collision Repair Estimator/Assistant Manager
PJ's Auto Body (now Caliber Collision)
07.2011 - 07.2015
Collision Repair Estimator
Mercedes-Benz of Arlington (formerly ASC)
02.2010 - 07.2011
Collision Repair Estimator
EuroMotorcars RR, MB, Bentley, Maybach, Smart
02.2008 - 02.2010
Multiple Certifications & Continued Education -
MBUSA Educational Program
Multiple Certifications & Continued Education -
I-Car
High School Diploma -
La Plata High School
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