Charlene Montañez

charlenemontanez@yahoo.com

Education
State College of Florida, Bradenton, FL —Associates of Science: Business Management
and Administration Date: Spring 2021

Communication Skills
• Advanced negotiation skills
• Ability to give constructive feedback

Leadership Skills
• Mentoring
• Setting effective goals
• Recoginzing Others

Research Skills
• Analysis of information from different sources
• Planning and scheduling
• Interviewing

Computer Skills
• Proficient with Microsoft office
• Proficient with multiple platforms to include – Audatex, Co-part, Guidewire, ARMS,
Claims workstation, Subrosource, Salesforce, Hrprod, TLO, and Accurint.
Work Experience

TriNet, Lakewood Ranch, Fl- Client Success Specialist

January 2018 - Present
 Work to resolve general client issues related to HR, payroll, benefits, reporting
and our HRIS system.
 Organize and prioritize work to ensure timely, effective, efficient, and economic
delivery of services.
 Conduct new client on-boarding process, as necessary; provide support and
compliance guidance for basic set-up questions regarding payroll and benefits.
 Consistently deliver excellent account/relationship management and customer
service.
 Deliver dependable, accurate, appropriate, timely, and easy-to-use value-added
solutions to meet clients’ needs.
 Manage open cases to ensure problem resolution in shortest amount of time, while
keeping clients regularly informed of status and anticipated resolution date.
 Responsible for taking initiative and action towards professional development.
  Responsible for managing a book of 195 clients, primarily with 6-19 employees
each.
 Responsible for contributing to high client retention.
 • Other projects and responsibilities may be added at the manager’s discretion.

Douglas Knight & Associates INC, Bradenton, FL — General Manager

January 2013 – November 2017
● Provide reporting to clients; identified and educated clients on issues and trends
impacting recovery efforts.
● Established policy and procedures to assure compliance to best practices, claims
management service standards, state regulations and client service requirements.
● Review and identified areas of potential improvement in order to ensure satisfied clients.
● Facilitated the reduction of process barriers, technology constraints or resource
constraints by directing and influencing the activities of other internal departments such
as information technology.
● Create and monitored management reports relating to assigned area/office performance.
● Analyze any problematic trends and took steps to avoid recurrence
● Anticipate problems and opportunities within the units managed and determine
resolutions.
● Conduct unit and individual claim file reviews to ensure consistency, quality claim
service
● Oversee two unit Managers, six departments and 50+ employees
● Eliminated the need to hire new team members by performing dual roles
● Implemented the satellite office in Colorado
● Conducting performance reviews
● Recommending salary actions including promotions and terminations.
● Administer disciplinary procedures in conjunction with management.
● Recognizes employee’s achievements.
● Counsels employees on performance issues, promotes growth and development of staff
through coaching and mentoring, provides feedback and guidance to staff relative to
productivity, responsiveness and client satisfaction.
● Coordinates training needs of employees and ensures employees receive training relevant
to their job duties.
● Create training manuals for each department

Douglas Knight & Associates INC, Bradenton, FL — Customer Service Manager & Client
Liaison
March 2011 - 2013
● Provided reporting to clients; identified and educated clients on issues and trends
impacting recovery efforts.
● Resolves all major customer service issues
● Created and monitored management reports relating to assigned area/office performance.
● Data entry of new claims
● Performed audits for clients as a second look for Subrogation potential that was
previously missed
 ● Responsible for responding to clients' questions timely and professionally.
● Processed checks received from adverse parties/payees for payment; maintains copies of
all recoveries as required by internal and external auditors.
● Eliminated the need to hire new team members by performing dual roles

Douglas Knight & Associates INC, Bradenton, FL — Senior Subrogation Specialist

February 2009 - 2011
● Filed Subrogation claims for fortune 50 companies against fortune 50 companies to
include but not limited to Property claims, Auto losses, Excess & Worker Comp claims in
all 50 states to include Puerto Rico, Mexico and Canada.
● Gathered information necessary to support viable subrogation claim; documents claim
notes with appropriate information.
● Maintained a tight diary on active claims
● Sent appropriate subrogation demands and lien notifications to appropriate parties, to
include attorneys and self-insured entities.
● Secured recovery from responsible insurance companies, self-insured entities and
attorneys.
● Used various search techniques for skip tracing.
● Settled claims promptly and equitably.

Douglas Knight & Associates INC, Bradenton, FL — Customer Service Rep

January 2008 - Feb 2009
● Data entry of new claims
● Responsible for filing, faxing, photocopy, scanning and other general office functions
● Opened and distributed mail within the department.
● Answering phone and transferring to the department in that could assist

Douglas Knight & Associates INC, Bradenton, FL — Subrogation Specialist

May 2006 - January 2008
● Filed Subrogation claims for fortune 50 companies against fortune 50 companies to
include but not limited to Property claims, Auto losses, Excess & Worker Comp claims
● Gathered information necessary to support viable subrogation claim; documents claim
notes with appropriate information.
● Secures recovery from responsible insurance companies, self-insured entities and
attorneys
● Maintained a tight diary on active claims
● Responsible for assigned inventory of files with recovery; maintained a monthly diary to
receive the payment from at-fault parties; and follows up with the payees if payment is
late.
● Used various search techniques for skip tracing (finding someone who does not wish to
be found).
● Settled claims promptly and equitably.