Susan Nary

Customer focused professional with experience in insurance claims and customer service. Skilled in conflict resolution, investigation, policy interpretation, performance analysis, and client support. I am passionate about providing excellent customer interactions by ensuring every interaction leaves the client feeling heard, supported, and valued.

Insurance Claims Adjuster - GEICO - Lakeland, FL

(2025-07 - 2026-03)

Licensed Auto Claims

• Investigated first-party and third-party auto claims by reviewing policies, loss reports, photos, and statements.
• Verified coverage, liability, and damages; documented findings with accuracy and clarity.
• Conducted recorded statements and interviews with insureds, claimants, and witnesses.
• Coordinated inspections with appraisers and body shops.
• Set and adjust claim reserves based on ongoing investigation.
• Identified potential fraud indicators and escalated cases to SIU with supporting documentation.
• Maintain detailed claim file notes and ensure compliance with company standards.
• Provided client support throughout the claim lifecycle, resolving escalations and setting expectations.
• Collaborated with underwriting and risk teams to identify trends and coverage issues.

Nanny - Private Family - Haines City, FL

(2023-12 - 2025-05)

• Followed structured daily schedules for meals, naps, and activities to support child development and routine.

Customer Service Manager / Social Media Chat Supervisor - Vacation VIP LLC - Orlando, FL

(2018-07 - 2023-10)

• Led and supervised customer service teams to deliver high-quality support and maintain satisfaction goals.
• Resolved escalated customer concerns, ensuring positive outcomes and brand loyalty.
• Trained new and existing staff to improve service quality and performance.
• Recognized and rewarded top performing agents.
• Performed monthly refund audits to ensure accuracy and compliance.
• Investigated and rebutted chargebacks, protecting company revenue.
• Monitored service metrics and customer feedback to identify improvement opportunities.
• Supervised online social media chat operations for ad support and customer engagement.

Vocational Certificate - Office Information Systems - The Sawyer School

High School Equivalency Diploma - Mass Education