1. Ylanna M. Shaffer
Yshaffer8709@gmail.com 108 Fairview Drive
516.680.9277 Searingtown, NY 11507
EDUCATION: Wellesley College, Wellesley, MA
Bachelor of Arts in Classical Civilization, Minor Study in Ancient Greco-Roman Religion
EXPERIENCE:
Complete Claims Service, LLC: Office Manager , Hicksville, NY, September 2013 – Present
 Responsible for input and tracking of claim files for independent automobile insurance appraisals
 Consistently meet all daily claim goals and accommodate for volume influxes
 Coordinate directly with vehicle and collision shop owners to set appraisal appointments for auto adjusters
 Organize and assign appraisal appointments by location for all adjusters to maximize adjuster efficiency
 Dispatch estimates to claim representatives and allocate any necessary supplements received to achieve quick and
organized completed assignments
 Ensure compliance with NY state regulations by running daily reports which also promotes a shorter assignment
cycle time, maximize client service, and increase office efficiency
 Responsible for opening of office location, checking and returning of office voicemail, and ensuring work efficiency
amongst the staff
 Responsible for ensuring complete client satisfaction and handling of any potential issue or problem
 Responsible for employee records, keeping office staff aware of all updated business and client practices
Banana Republic Women: Sales Lead, Greenvale, NY, April 2012 – September 2013
 Assist management in documentation of hourly sales and client retention goals
 Assist management in inventory tracking and training of new team members
 Assist Visuals management in building of monthly window display presentation
 Responsible for completion and delegation of tasks for both opening and closing store procedure
 Processed sales and returns, styled clients, and consistently achieved store client card opening goals
GEICO: Liability & PIP Claims Representative, Woodbury, NY, June 2011 – June 2013
 Successfully passed internal knowledge assessment of NY state laws, and regulations
 Continually passed internal audits that ensured personal compliance of all Regulation 64 requirements
 Consistently met corporate customer service goals that were measured by customer surveys
 Investigated coverage, liability and damages for motor vehicle accidents occurring in NY State
 Determined and defended comparative negligence liability decisions based upon NY State Vehicle Traffic Law
 Selected for premier medical and liability team. Gained experience in processing NY PIP and Liability Claims
 Reviewed all claims for potential fraudulent activity and was able to deny countless claims in medical, property
damage and liability resulting in company savings of well over $10,000
 Simultaneously investigated coverage and reviewed billing for Personal Injury Protection claims
 Reviewed all claims for potential fraudulent activity
 Handled claims timely, efficiently, and fairly – processing all requests, claim reviews, coverage denials & disclaimers
within Regulation 64 guidelines
 Advised and counseled coverage options to policyholders and claimants, keeping all interested parties informed of
the claim status until its closure
 Selected for and participated in Special CAT Hurricane Sandy Total Loss & Salvage Project October 2012 – February
2013
o Worked directly with policyholders and auto damage adjusters to properly ascertain vehicle ACV
o Reviewed all coverage options and coordinated appraisal appointments with Estimatics department
o Drafted settlement offer letters and processed payments under applicable policy coverage
o Collected and verified vehicle titles and lien releases, reviewing all claims for potential fraud
o Dispatched necessary paperwork to vehicle lienholders and banks to expedite claims to fair and equitable
closure
Leslie Water Works, Inc.: Accounts Receivable, Collections, & Billing, Hicksville, NY, March 2010 – June 2011
 Responsible for the billing and receivables for approximately 15 to 20 new accounts per week
 Managed multi-lined phones
 Processed client files and payments, assuring organization, preparedness and being proactive
 Personally organized close to 15 large accounts (over 10 machines and/or multiple locations)
 Maintained and updated spreadsheets cataloguing pricing, model type, number, and location of larger accounts
 Fixed billing errors within the computer system and enters new accounts into the computer system

2. Burton & Doyle Steakhouse: Office Manager, Maître D’ , Great Neck, NY, January 2007 – February 2009
 Assisted in planning banquet events
 Worked directly with Front of House managers on the floor to ensure customer satisfaction and problem resolution
 Prepared all payroll and labor reports, entered and filed all payables, prepared Profit & Loss reports, and updated
Yearly Sales Comparison reports