Alexis Hunter
Virginia Beach,VA
Summary
Results-driven professional with over 7 years of progressive experience in auto claims handling and 18 years in customer service. Demonstrated expertise in operational management, team leadership, and process improvement. Dedicated to delivering exceptional member experiences while driving business results and ensuring compliance. Seeking to contribute to USAA as a Manager, Claims Operations by leveraging proven leadership, analytical, and coaching abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Auto Claims Adjuster
USAA
03.2017 - Current
- Directed team activities to achieve Service Level Objectives (SLOs), ensuring timely claim resolution and member satisfaction.
- Manager Assistant (L4A Program): Managed task delegation, resolved escalations, and reviewed claims for adherence to policy and quality standards.
- Training Facilitator of newly hired adjusters, enhancing their technical proficiency and member service skills.
- Served as team mentor for multiple new hires upon completion of training. Conducted weekly meetings to discuss desk management and various topics to ensure proper acclimation to the team.
- Inspected and reviewed claims files to ensure consistent execution of processes and adherence to guidelines.
- Managed complex claims, including liability and coverage investigations, total loss settlement, limits issues and coverage disputes.
- Partnered with cross-functional teams to streamline the claims process, improving operational effectiveness and member experience.
- Provided actionable feedback to leadership on process improvements to support enterprise claims strategies.
- Ensured claims handling aligned with regulatory requirements and company policies through regular training and quality assurance reviews.
Assistant Business Office Manager
CarMax
08.2015 - 03.2017
- Supervised daily operations and staff, ensuring optimal productivity and adherence to company policies.
- Delivered interactive training programs, fostering skill development and team engagement.
- Monitored compliance with DMV and title management regulations, maintaining operational accuracy.
- Handled escalations and made policy-aligned decisions to resolve issues effectively.
Lead Business Office Associate
CarMax
09.2011 - 08.2015
- Supervised and coached team members to deliver superior customer service and operational excellence.
- Trained and onboarded 30 new hires, ensuring a smooth transition into their roles.
Education
Bachelor of Science - Psychology
Virginia Commonwealth University
Richmond, VA05.2015
Skills
- Leadership and Team Development
- Claims Handling and Resolution
- Process Improvement and Change Management
- Operational Risk Management
- Data Analysis and Decision-Making
- Regulatory Compliance and Training
Certification
- Licensed Auto Claims Adjuster
Timeline
Senior Auto Claims Adjuster
USAA
03.2017 - Current
Assistant Business Office Manager
CarMax
08.2015 - 03.2017
Lead Business Office Associate
CarMax
09.2011 - 08.2015
- Licensed Auto Claims Adjuster
Bachelor of Science - Psychology
Virginia Commonwealth University
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