‘Becca Wood

Dedicated and versatile Claims Specialist and Auto Damage Estimator with extensive experience in auto claims management, liability investigations, field and desk damage appraisals, and multi-channel customer service. Proven expertise navigating complex claims from initial notice of loss through final settlement, leveraging industry-standard tools (Mitchell, CCC) while ensuring strict adherence to state and federal insurance regulations. Adept at managing high-volume workloads, maintaining low loss ratios, and delivering empathetic, top-tier client support.

Claims Specialist 2 at GEICO (2025-09 – Present)

• Investigate, evaluate, and negotiate complex auto liability claims, determining fault, assessing coverage, and authorizing settlements.
• Collect detailed accident statements, review supporting evidence, and manage full claim lifecycles while maximizing customer satisfaction.
• Navigate high-volume claim environments while maintaining full compliance with state insurance regulations and key performance metrics.

Managed Repair Representative / Auto Estimator at PROGRESSIVE INSURANCE (2024-10 – 2025-09)

• Conducted comprehensive onsite vehicle damage evaluations at repair shops and customer homes, preparing precise repair estimates.
• Managed full claim lifecycles from First Notice of Loss (FNOL) through final closure for moderate to complex auto physical damage claims.
• Utilized Mitchell and CCC software tools to prepare written estimates, itemize damages, and adjust financial loss reserves.
• Partnered with body shops, tow vendors, parts suppliers, and rental agencies to streamline vehicle repairs and driving arrangements.
• Balanced hybrid assignments effectively between daily mobile field work, remote desk operations, and corporate office tasks.

Senior Auto Claims Adjuster at PROGRESSIVE INSURANCE (2023-09 – 2024-10)

• Investigated liability on complex claims by conducting detailed claimant and insured interviews, evaluating loss coverage, and settling or denying claims.
• Ensured strict statutory compliance by issuing Reservation of Rights (ROR) letters, state-required delay notices, and regulatory communications.
• Analyzed lawsuit files and legal documentation to establish discovery plans, adjust reserves, and negotiate litigation resolutions with legal counsel.
• Served as an interdepartmental liaison across Underwriting, Reinsurance, and Bodily Injury divisions to maintain alignment on high-value claims.

Customer Service Chat Expert (Level 3) at VERIZON WIRELESS (2018-06 – 2023-03)

• Handled up to 6 concurrent customer support chats while delivering real-time peer coaching and complex account support.
• Analyzed network engagement and chat traffic data during a 6-month operational rotation to drive cost efficiency and trend analysis.
• Top performer on a 12-month Social Media Marketing campaign involving targeted email market research.

Customer Service Lead & Specialist at VERIZON WIRELESS (2011-05 – 2018-06)

• Co-facilitated New Hire Training modules on customer advocacy, issue ownership, and service excellence.
• Resolved high-volume inquiries regarding billing, Tier 2 technical support (cellular, Wi-Fi hotspots, diagnostic devices), and plan changes.

Associate Degree in Business Administration – Strayer University