Ylanna M. Shaffer has over 10 years of experience in office management, customer service, and claims processing roles. She holds a Bachelor of Arts in Classical Civilization from Wellesley College. Her resume highlights experience as an Office Manager for Complete Claims Service, Sales Lead for Banana Republic Women, and Liability & PIP Claims Representative for GEICO. She has a proven track record of consistently meeting goals and ensuring excellent customer service.
Mortgage industry professional with loan-processing experience and a comprehensive knowledge of conventional and government loan programs. Diligent, detail-oriented and thorough in gathering borrower information, verifying loan documents and reviewing file documentation to guide each loan from preapproval to closing.
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