Kiana H.

Experienced insurance claims professional with expertise in multi-line claims handling, liability investigations, negotiation, and customer resolution. Proven ability to manage high-volume caseloads, evaluate liability, interpret policy coverage, and deliver efficient claim resolutions while maintaining exceptional customer service. Strong analytical, communication, and problem-solving skills supported by business administration and data education.

Multi-Line Claims Advisor at CSAA Insurance Group (2025-01 – Present)

Manage multi-line insurance claims while providing timely and accurate claim resolutions.

• Conduct investigations, evaluate liability, and communicate policy coverage decisions to customers.
• Maintain detailed claim documentation and coordinate with vendors, adjusters, and claimants.
• Handle complex, high-volume caseloads while delivering excellent customer service.

Claims Adjuster (Temporary) at Hagerty Insurance (2024-04 – 2024-12)

• Handled insurance claims investigations and supported efficient claim resolution processes.
• Reviewed policy coverage, assessed damages, and communicated settlement information to customers.
• Maintained accurate records and collaborated across departments to resolve claims effectively.

Senior Auto Claims Adjuster at USAA (2022-04 – 2024-04)

• Managed high-volume auto claims involving liability investigations and damage assessments.
• Negotiated fair claim settlements while collaborating with customers, attorneys, and appraisers.
• Reviewed evidence and policy coverage to determine liability and claim resolution outcomes.
• Delivered professional and empathetic customer service throughout the claims process.

Collections Specialist at First Source Advantage (2020-06 – 2022-03)

• Negotiated payment arrangements and resolved delinquent customer accounts.
• Utilized communication and conflict-resolution skills to handle customer disputes professionally.

Customer Service Representative at Convergent Contact Solutions (2017-01 – 2020-05)

• Resolved customer inquiries and service concerns in a fast-paced call center environment.
• Maintained professionalism and strong customer satisfaction during escalated interactions.

Bachelor of Science in Business Administration (B.S.B.A.) in Business & Data Analytics (2027-10)

Associate of Science in Business Administration (A.S.B.A.) in Human Resources

GED (2016)