1. SUSAN CAPPOLA 954.394.4773
Hollywood, Florida cappolajsusan@gmail.com
Insurance Professional
 More than 15 years’ success in Customer Service Resolution, providing excellent
customer service while leveraging strong problem solving skills to respond to and
solve issues and concerns.
 Managed up to 150 personal injury claims from beginning to end (investigate,
evaluate, and close).
 Experience taking first report and first contact for property and auto physical damage.
 Sold new auto policies at car dealership. Rewrote existing auto policies at auto
insurance agency.
 Experience handling customer services inquires by phone and in person.
Professional Experience
Senior Claims Resolution Representative 1999–2016
LIBERTY MUTUAL INSURANCE COMPANY, Fort Lauderdale, FL
 Managed an inventory of claims using the latest technology to manage an assigned
caseload from investigation of the claim through resolution.
 Investigated new claims by reviewing first reports of loss and supporting materials to
determine the best initial contact; communicated with all parties, including claimant,
policyholders/customers, and witnesses.
 Evaluated policy coverage, contact insured’s, claimants, attorneys and medical staff to
determine injuries stemming from an accident while determining and establishing reserve
requirements.
 Maintained accurate records and handled administrative responsibilities associated with
processing and payment of claims. Recorded and updated status notes, and documents
results of contacts, relevant medical reports and duration information per file posting
standards.
 Established action plan based on case facts, best practices, protocols, regulatory issues
and available resources.
 Evaluates claims for potential fraud and made referrals to the Special Investigations.
Property Manager 1999–Present
BUSINESS OWNER, Hollywood, FL
 Currently manage 3 rental units consisting of 1 single family home and 1 duplex.
 Successful tenant screening, manage leasing documents, and collect rent.
 Supervise general upkeep and property repairs.
BETTER HOMES, Hollywood, FL (Closed in 2015)
 Assisted owner-manager with 15 apartments. Conducted tenant screening, prepared lease
documents, and collected rent.
 Oversaw apartment upkeep, hiring and supervising workers providing general
maintenance.
 Handled emergency calls until resolution.

2. Education
 Broward Community College
 South Broward High School
License
 2013 (0220) General Lines (Property & Casualty)
 1994 (0620) Adjuster- All Lines
Leadership
 Team Player, Self-motivated, People Person, Stellar Customer Service Skills
Personal References
 Jason Landau Supervisor Security Dania Casino Dania, Florida 561-306-7049
 Sharon Hampton Real Estate Broker Hollywood, Florida 954-439-1400
 Karyn Kotler Director of Sales Live Nation Atlanta Georiga 856-373-1507
Business References
 Maureen Marks Property Adjuster Texas 817-505-9737
 Peter Fogarty Personal Injury Claims Florida 401-474-5306
 Theresa Crammer Personal Injury Litigation Adjuster 561-990-6376