Scott Ilten
Colorado Springs
Summary
Seasoned professional in process optimization and cost-effective strategy implementation, driving significant improvements in workflow and cost reduction. Expertise in strategic planning, operational efficiency, and staff development enhances business performance through innovative problem-solving and effective leadership. Specialized in claims analysis, risk assessment, and negotiation strategies, with strong communication and decision-making skills. Committed to leveraging experience to foster organizational growth and streamline operations.
Overview
11
11
years of professional experience
Work History
Casualty Specialist
CSAA Insurance Group
05.2023 - Current
- Managed settlement processes for unrepresented personal injury cases.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Oversee communications through various channels such as writing, phone calls and electronic platforms.
- Facilitates processing of small-scale homeowner insurance claims.
- Categorize incoming medical records and invoices for proper filing.
- Conducted regular follow-ups with injured parties to assess treatment progress.
- Utilized critical thinking to negotiate and settle claims.
- Investigated claim losses, taking statements from witnesses and claimants, gathering relevant medical records, verifying facts and conducting research as needed.
Senior Claims Adjuster
CSAA Insurance Group
06.2021 - 05.2023
- Managed comprehensive activities related to settlement, investigation, evaluation and negotiation of vehicle and property damage claims.
- Executed organized claim reviews in alignment with state-specific compliance standards.
- Facilitated the acquisition of critical data related to losses across engaged entities.
- Streamlined customer interactions through clear discussions on course of action.
- Ensured accurate tracking of claim files through correspondence with both customers and service providers.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Utilized proficiency in handling estimation processes of varying scales.
Personal Lines Insurance Sales & Service Representative
USAA
07.2019 - 06.2021
- Secured and upheld insurance licensing across all fifty states.
- Navigated multiple systems in a contact center environment while maintaining member engagement.
- Applied in-depth understanding of USAA insurance policies to address member needs.
- Recognized and evaluated member needs to deliver precise recommendations.
- Leveraged expertise in insurance systems to develop comprehensive quotes for clients.
- Handled high-volume incoming calls efficiently, ensuring seamless communication.
- Provided assistance in resolving escalated customer complaints or disputes.
Operations Manager
Conduent
01.2014 - 10.2018
- Contributed to developing Standard Operating Procedure Handbook focused on training.
- Guide supervisors and agents on performance metrics efficiently.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Formulated strategies to enhance functionality of Call Center operations.
- Promoted responsibility in operational roles via regular assessments of individual metrics.
- Manages budgeting strategies to maintain cost control measures.
- Generated accurate reports to support business operations.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Improved morale and management communication by creating employee recognition and rewards practices.
Education
Business Management Courses -
UNIVERSITY OF PHOENIX
Pomona, CABusiness Management & Human Resources Courses -
ASHWORTH COLLEGE
Peachtree Corners, GAHigh School Diploma -
VALLEY VIEW HIGH SCHOOL
Brea, CASkills
- P&L Management
- Budgeting/Cost Control
- Prioritization and Scheduling
- Service Excellence
- Teambuilding
- Forecasting and scheduling
- Staff development
- Conflict mediation
- Troubleshooting and problem solving
- MS office
Websites
References
Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 120 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Native language
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Work-life balanceCareer advancementFlexible work hoursHealthcare benefits401k matchCompany CulturePaid time offPersonal development programsPaid sick leaveQuote
Sometimes the questions are complicated and the answers are simple.
Dr. Seuss
Timeline
Casualty Specialist
CSAA Insurance Group
05.2023 - Current
Senior Claims Adjuster
CSAA Insurance Group
06.2021 - 05.2023
Personal Lines Insurance Sales & Service Representative
USAA
07.2019 - 06.2021
Operations Manager
Conduent
01.2014 - 10.2018
Business Management Courses -
UNIVERSITY OF PHOENIX
Business Management & Human Resources Courses -
ASHWORTH COLLEGE
High School Diploma -
VALLEY VIEW HIGH SCHOOL
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