Yoana Krasteva

As an Claims Adjuster expert started in the line of Business of Accident and Health and now specializing in auto claims my main job is to evaluate damages through photographs, reports, declarations etc. Reviewing police reports and other documentation related to the claim. Also reviewing applicable laws, regulations, and policy terms to make informed decisions. By analyzing accident details to establish fault or liability. Liaising with other insurance companies, if multiple parties are involved in the incident.

My role is to provide excellent customer service to claimants. Keeping our clients informed about the status of their claims. I collaborate with brokers and large clients such as renal compagnies ( e.g., Europcar, Rent A Car etc...) and logistics compagnies ( e.g., DHL).

I possess a strong understanding of the French convention IRSA, which is crucial in handling auto claims effectively.

Working closely with other departments, to share insights and information that can help improve processes and customer satisfaction.

Participating in team meetings to discuss challenging cases, share best practices, and develop strategies for improving our quality of service. Communication and a being a team player are one of my strengths.

Our project was acquired by Accenture In the beginning of January 2021. This transition demonstrated my adaptability and ability to maintain high performance and support continuity during periods of significant change.

I have specialized as an adjuster in the line of business in Accident and Health, with a focus on Travel Insurance and Medical Insurance. This role had equipped me with a comprehensive understanding of how to read and interpret complex insurance policies accurately. I have extensive experience in direct client contact, providing support for travel cancelations, Online purchases, Fraud and medical bills and other insurance-related inquiries. My ability to communicate effectively with clients has ensured high levels of customers satisfaction. I have been instrumental in training new team members, ensuring they are weel equipped to handle their responsibilities. Additionally, I actively help with daily tasks; ensuring work is evenly distributed. I am fluent in both French and English, and i have assist the Dutch team, which has enhanced our team's ability to serve a diverse client base effectivity.

I welcomed and assisted passengers during the check-in process, ensuring a smooth and efficient experience. Verified travel documents, issued boarding passes, and managed baggage check-in in accordance with airline regulations. Provided passengers with information on flight schedules, baggage policies, and security procedures. I assisted travelers with special needs, ensuring excellent customer service and strict compliance with safety protocols. Collaborated with airline staff and ground operations to ensure timely departures and effective problem resolution. Additionally, handled last-minute changes, flight delays, and customer inquiries with professionalism and efficiency.

Provided technical support to internal customers via phone and email ensuring effective issue resolution. Troubleshot and resolved hardware and software issues, including installations, configurations, and system updates.

Provided exceptional customer service by assisting clients in selecting luxury footwear, leather goods, and accessories tailored to their preferences. Maintained the shop floor in accordance with the setup and H&S standards of the company. Processed sales transactions efficiently while maintaining high standards of accuracy and professionalism.