Elvia Rosales

Handled end-to-end auto liability determination for unclear liability losses, conducting investigations and documenting findings to support final decisions. Communicated professionally with customers in a virtual claims environment.

Investigated liability disputes and coverage concerns for clear-liability auto claims, gathering recorded statements and reviewing evidence such as photos, video, and police reports to support final liability decisions. Issued full or partial denial letters, managed subrogation demand audits with updates to E-Subro Hub, and coordinated coverage decision communications with policyholders and third

Prepared and logged attorney demands for payment with due-date accuracy using state-specific guidelines. Sustained 6.33 receipts (claims) per hour by collaborating with adjusters to ensure data entry accuracy and adherence to standard processes.

Completed monthly quality reviews for front-line employees to ensure compliance and a strong customer experience, providing and escalating recommendations for job-aid and process improvements. Maintained an average of 11–12 reviews per day while participating in test-and-learn activities to improve measurement methods and initiatives.

Used Culture of Coaching to provide feedback on quality observations and drive continuous improvement among front-line employees. Produced quality trend analysis and recommended supplemental training, while facilitating huddles and problem-solving sessions to remove barriers and improve processes.

Assisted customers in a fast-paced environment with filing and processing new auto claims, researching and resolving customer concerns with time-management and soft skills. Adapted and implemented unexpected process changes to maintain service quality.