"I put myself in their shoes. With super aggressive workloads and constant pressure to do more with less, adjusters are counting on their support teams like TA more than ever before. That’s why building trust is critical; I want an adjuster to have extreme confidence in me when passing the ball. I want them to know that their valued customer is in the very best hands possible. I want them to feel a measure of relief when I am assigned to their claim. Instinctively and through experience I know that to achieve these goals I must be diligent, communicative and proactive."

"In my opinion, success is not measured in terms of monetary value, but rather how many people are better off today because of you and your actions. That’s why no matter the task at hand, whether I am calling on a hotel folio or waiting for an appliance delivery, I inject positive energy and enthusiasm into each and every interaction. If I can brighten a customer’s, policyholder’s or vendor’s day with a small act of kindness, a friendly smile, or a warm disposition on the phone or via email, then I feel I am successful indeed."

“During the intro call, I go through our process and ask the questions I need answered to begin my search and find the best fit for the family. While I am getting the essential info, I am actively listening and ferreting away other bits of information. If I find a piece I can connect with, like a desire for an extra firm mattress, I respond to that. If I hear they’re upset because they were supposed to go to a football game this weekend, I tell them to take that time, still go to the game, it is important to continue living life."