1. Trish L. Luce
Scheduling Analyst October 2008 – Present
 Work independently as well as directly with Claim Team Managers to provide leadership
support.
 Research and analyze trend reports and geographical mapping to offer staffing
recommendations management.
 Provide recommendations to management on ways to increase Field production.
 Able to multi task and maintain desk top organizational skills, heavy work load.
 Utilize technology, strong analytical skills.
 Maintain weekly reports to reflect loss man hours due to FTO, illness, training, meetings,
computer outage, vehicle maintenance and/or breakdowns.
 Strong decision making skills - Able to work independently
 Deal directly with salvage vendors to ensure vehicle deliveries in a timely manner to keep
costs such as LOU to minimum and often moved inspection locations to a shop or tow
yard prior to salvage intervention to mitigate cost and time savings.
Rental Management Adjuster October 2005 - October 2008
 Obtained and maintain to date Washington State Adjusters Licensing.
 Worked directly with Auto Specialists to verify estimate of repair hours to determine an
agreed amount of rental available to both insured and claimant.
 Reviewed policy coverage to determine the amount of coverage allowed to insured both
daily and total rental coverage, as per policy language.
 Worked directly with body shops to ensure repairs were being completed in the allotted
amount of time allowed per field estimate or if possible negotiated faster completion to
save on lost economic opportunities. Strong negotiation skills when repairs were not
completed in a timely manner.
 Worked directly with customers using negotiation skills to provide a fair and timely
resolution to their auto loss thus mitigating rental cost.

2.  CTM back up - resolved customer escalation calls ensuring customer satisfaction with
single call resolution.
 Issue final rental payments, tow re-imbursement payments, and other miscellaneous out
of pocket expense with approved receipts and documentation.
Customer Care Professional January 2001 - October 2005
 Provided superior customer service to all customers such as our insured as well as
claimants, attorneys, home contractors, property mitigation companies such as Serve Pro
and Service Master.
 Gathered accurate information and set proper expectations to enable customer claim to be
started on a solid foundation.
 Excellent interpersonal skills. Showed empathy to customers calling in immediately after
a loss. Able to advise how to mitigate a large or small loss to not only save the customer
stress but to also save on lost economic opportunity.
 Able to effectively manage my desk top to allow accuracy as well as multi-tasking and
efficiency.
 Excelled in fast paced high volume call environment
TRAINING CLASSES
Management Without The Title
Team Leadership
Best Practices
Mission Possible
Civil Treatment for Managers
TECHNICAL SKILLS
Microsoft Excel Using Pivot Tables
SQL
Microsoft MapPoint
Click Schedule
TCA