Shondra Boteler
Millersville
Summary
Fire Proximity Claims Adjuster with 3.5+ years of experience managing end-to-end claim operations. Currently positioned for transition into Claim Team Manager role: Selected into All Fire Segment Development Group. Consistently demonstrates leadership through the mentorship / training of multiple new hires, tasked with making presentations at team meetings to advise teammates on best practices / implementing new technologies, often handles TM’s desk when she’s OOO and performs all management responsibilities while simultaneously fulfilling all aspects of current role.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Fire Claims Specialist - Proximity
State Farm
Annapolis, MD
08.2022 - Current
- Evaluated and processed insurance claims throughout the entirety of the claim duration, ensuring compliance with state regulations and company policies.
- Analyzed claim documentation for accuracy and completeness, reducing processing errors by implementing quality checks via accurate reconciliations.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention among staff.
- Personally mentored multiple new hire claims specialists, fostering skill development and promoting best practices within the team.
- Utilized industry-specific and proprietary software systems to increase efficiency.
- Was tasked with presenting best practices and technology utilization discussions during team meetings
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with partners such as mitigation companies, engineers, and Agents to facilitate efficient claim resolution processes.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, and other core competencies related to the role of a Claims Specialist.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Improved team morale and productivity by fostering collaborative work environment
- Streamlined claims processing procedures, significantly reducing turnaround times and improving client satisfaction.
Insurance Agent Team Member
State Farm- Michael Derocher
Savage, MD
10.2020 - Current
- Obtained and maintained Property and Casualty license in MD, DC, VA
- Expected to continue education and master State Farm's full catalogue of products for servicing and sales
- First point of contact for servicing existing customer accounts and policies within our book of business (billing, claims, coverage changes, field underwriting) and increased customer retention rates
- Tasked with finding raw/new prospective customers (B2C & B2B) and expanded our book of business
- Responsible for writing, servicing, field underwriting and selling of State Farm's entire product line to raw/new and existing customers across all lines of business (Auto, Fire, Bank personal and commercial lines)
- Responsible for training new hires on State Farm's product lines and proprietary software
- Able to work remotely from home individually as well as in office environment with a team
Owner - Operator, Construction Small Tools Distributor
SafeCon Group
Las Vegas
07.2017 - 01.2019
- Answered incoming calls from prospects/customers
- Obtained resale permit and became a distributor for US small tools manufacturing companies
- Accounting and financial operations, Wave and Quickbooks, data input
- Submitted purchase orders to suppliers
- Generated and emailed customer invoices
- Merchant service provider management and credit card processing
- Maintained PCI compliance for customer payment information
- Maintained database for FedEx and UPS shipping data
Promotional Marketing & Customer Service Rep
T-Mobile
Las Vegas
05.2014 - 06.2015
- Outside B2B marketing & direct sales of T-Mobile products and data plans
- Customer service and account management for new small business clients
- Developed proposals and signed new small business clients
- Upsold and cross-sold new products to existing and new business clients
- Exceeded all required quotas and metrics for sales and service divisions
Executive Assistant
Michael Harris
Las Vegas
05.2012 - 01.2014
- Answered inbound prospect and customer inquiries
- Resolved customer service issues related to construction products
- Managed inbound/outbound emails on behalf of sales
- Scheduled appointments and created and maintained sales calendar
- Entered customer information into Hubspot CRM
Call Center Manager
Order Inn
Las Vegas
01.2011 - 05.2012
- Managed team of 20+ reps overseeing proper protocol of incoming calls to service customers directly and hotel partners
- Resolved all major client and service issues
- Responsible for order entry into proprietary software
- Negotiated contracts with hotel and restaurant prospects and existing clients
- Improved workflow and efficiency
- Assisted IT department with software redesign for simplicity and critical data capture
Education
Journalism and Business
University of Colorado at Boulder
Boulder05-2005
High School - undefined
Arapahoe High School
Littleton08-2001
Property and Casualty Licensed MD, DC, VA
03-2026
No Degree - Insurance
CPCU Designation - In Process
07-2027
Skills
- Ability to Work Under Pressure
- Communication
- Ability to Multitask
- Highly organized and efficient
- Policy interpretation
- Estimate preparation - skilled in Xactimate
- Claims trend analysis
- Decision-making
- Critical thinking
- Team building
- Conflict resolution
Certification
- CPCU, to be completed in 2027
Languages
English
Spanish
Timeline
Fire Claims Specialist - Proximity
State Farm
08.2022 - Current
Insurance Agent Team Member
State Farm- Michael Derocher
10.2020 - Current
Owner - Operator, Construction Small Tools Distributor
SafeCon Group
07.2017 - 01.2019
Promotional Marketing & Customer Service Rep
T-Mobile
05.2014 - 06.2015
Executive Assistant
Michael Harris
05.2012 - 01.2014
Call Center Manager
Order Inn
01.2011 - 05.2012
High School - undefined
Arapahoe High School
Property and Casualty Licensed MD, DC, VA
Journalism and Business
University of Colorado at Boulder
No Degree - Insurance
CPCU Designation - In Process